Examining the Impact of CRM on the Corporate Market - Business Challenges, Infrastructure & Outsourcing

Over the past year, In-Stat has conducted a series of surveys that polled corporate decisions-makers about key business challenges, including customer relationship management. Not surprisingly, managing customer relationships ranked as the number one business issue for large and mid-sized businesses. As CRM adoption continues to ramp up, its effects on an organization range from the incorporation of online customer interaction capabilities to an increased need for bandwidth. This report examines these trends in CRM and others on the middle market (companies with 100-999 employees) and the enterprise market (companies with 1000+ employees).

Executive Summary

Methodology

Sample Demographics

Forecasts & References

Extrapolating & Interpreting the Results

Opportunity in the Corporate Market

Size of the Market, 2001-2005

Number of Employees, 2001-2005

Internet-accessibility of Employees

Key Business Challenges in 2001

Key Business Challenges by Size of Business

Solving Key Business Challenges

Enterprise

Middle Market

Propensity to Outsource in 2001

Propensity to Outsource by Size of Business

Price Willingness to Outsource CRM

Online CRM Capabilities

Middle Market

Middle Market

Enterprise

Impacts of CRM on Bandwidth Requirements

Most Significant Impact on Bandwidth

Conclusion

References

List of Tables

Table 1: Key Business Challenges - Corporate Market, 2001

Table 2: Propensity to Outsource by Size of Business - Corporate Market, 2001

Table 3: Price Propensity for Hosted CRM - Corporate, Q4 2000/2001

Table 4: CRM Online - Middle Market, 2000-2001

Table 5: CRM Online - Enterprise, 2000-2001

Table 6: Top 4 Drivers of Bandwidth Requirements - Corporate Market, 2001

Table 7: Most Significant Impact on Bandwidth Requirements for End-users, 2001

List of Figures

Figure 1: CRM in the Corporate Market

Figure 2: Number of Firms - Corporate Market, 2001-2005

Figure 3: Number of Employees - Corporate Market, 2001-2005

Figure 4: Number of Internet-accessing Employees - Corporate Market, 2001-2005

Figure 5: Key Business Challenges - Corporate Market, 2001

Figure 6: Most Effective Solution for Solving Key Business Issues: CRM - Enterprise, 2001

Figure 7: Most Effective Solutions for Solving Key Business Issues: CRM - Middle Market, 2001

Figure 8: Propensity to Outsource - Corporate Market, 2001

Figure 9: Web-based Customer Relationship Management in the Corporate Market, 2000-2001

Figure 10: Top 4 Drivers of Bandwidth Requirements for End-users, 2001

Figure 11: Most Significant Impact on Bandwidth Requirements for End-users, 2001