The 3 Faces of CRM: Analysis of the Worldwide Customer Relationship Management Marketplace, Part 3: Interactive CRM

This report is the third in a three part series that examines the state of the worldwide CRM software applications market in general, and more specifically, examines the interactive CRM market both worldwide and domestically. It contains worldwide forecasts by individual geographic region, opportunity in license versus hosted applications, as well as by U.S. size of business.

In-Stat defines CRM by the three "faces" companies present to manage customer relationships: operational CRM, analytical CRM and interactive CRM. Operational CRM solutions automate the processes associated with customer interactions, offer applications for multiple contact points for customer communication, and bring efficiencies to customer interactions. Analytical CRM consists of applications that enable businesses to analyze relevant data in order to achieve a more meaningful and profitable interaction with customers. Interactive CRM solutions deliver customized content to individual customers, creating a unique experience for each customer.

Executive Summary

Methodology

Definition of Categories:

Forecasts

Data Collection

Overview of Worldwide CRM Revenues: Segmented

Drivers for CRM Adoption

Worldwide CRM Applications Forecast: 2001-2005

CRM Applications Forecast

Interactive CRM Examined

Geographic Segmentation - Interactive CRM

Factors in Global Penetration

North America

Latin America

Europe

Asia Pacific

Rest of the World

License vs. Hosting Revenues

Factors Affecting License vs. Hosted

Examining the U.S. Market

Discussion of U.S. Size of Business Forecast

Shifting Dynamics in the CRM Market

Emerging Trends

Interactive CRM Examined

Technologies Associated with Interactive CRM

Profiled Companies

Profiled Vendors

Art Technology Group

BEA Systems

BlueMartini

BroadVision

E.piphany - Real-time Personalization Module

SLP InfoWare

Siebel Systems - ePortal

IBM - WebSphere Personalization Engine

Conclusion

List of Tables

Table 1: Worldwide CRM Applications Revenue Forecast: 2001-2005

Table 2: Worldwide Interactive CRM Revenue Forecast by Geography: 2001-2005

Table 3: Worldwide License vs. Hosted Interactive CRM Revenue Forecast: 2001-2005

Table 4: U.S. Interactive CRM Revenue Forecast by Size of Business: 2001-2005

List of Figures

Figure 1: Worldwide Interactive CRM Applications Revenue Forecast: 2001-2005

Figure 2: Worldwide CRM Applications: Segmented, 2001

Figure 3: Drivers for CRM Adoption

Figure 4: Worldwide CRM Applications Forecast: 2001-2005

Figure 5: Worldwide Interactive CRM Revenue Forecast: 2001-2005

Figure 6: Interactive CRM in North America

Figure 7: Interactive CRM in Latin America

Figure 8: Interactive CRM in Europe

Figure 9: Interactive CRM in Asia Pacific

Figure 10: Interactive CRM in the "Rest of the World"

Figure 11: License vs. Hosted Revenue Forecast, 2001-2005

Figure 12: U.S. Interactive CRM Revenue Forecast by Size of Business, 2001-2005

Figure 13: The 3 Faces of CRM Today