Customer Relationship Management Market Assessment 2006: Industry Research Report

Customer Relationship Management Market Assessment 2006

Published Date: August 2006

Published By: Key Note Publications Ltd

Page Count: 115

Order Code: R310-1348

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Executive Summary
1. Introduction: OVERVIEW; DEFINITION; REPORT OBJECTIVES; PROBLEMS ENCOUNTERED; RESEARCH
2. Strategic Overview: MARKET DYNAMICS; CRM Slowdown.; CRM Failure; Resurgence of Interest — Key Drivers; MARKET SECTORS; TOTAL INDUSTRY VALUE AND GROWTH; Value; Table 1: Key Note’s Previous Forecast Worldwide Market; for CRM Applications ($bn), 2002-2007; Table 2: Estimated CRM Applications Market Size; Based on Applications Revenues ($m), 2003-2005; Growth; Market Share; DISTRIBUTION; COMPETITIVE STRUCTURE; Market Leaders; Microsoft Inc; Oracle Corp; SAP AG; SSA Global; Sage Group PLC; salesforce.com; NetSuite Inc; FORTUNE Corporation Rankings; Table 3: FORTUNE Top Ten Computer Software Corporations; by Top 1,000 Rank by Revenue and Profit ($m), 2005; ADVERTISING AND MARKETING; Table 4: Main Media Advertising Expenditure on UK Software; Business Solutions (£000), Year Ending March 2006; INDUSTRY AWARDS; CRM Guru Awards; ISM Top 15 CRM Enterprise Winners; CRM Enterprise; CRM SMB; CRM Magazine 2005 CRM Leader Awards; Influential Leaders; Hall of Fame Entrant; Category Winners; THE CONSUMER; Table 5: Customer Buying Influences by Dimension Factor (% of ratings),; Table 6: Organisations’ and Customers’ Perspectives of CRM; MARKET FORECASTS; Table 7: The Forecast Worldwide Market for CRM Applications ($bn), 2006-2010
3. Market Leaders: BACKGROUND; MAJOR PLAYERS; Table 8: Top 14 Global Software Organisations’ Market Share; by CRM Licence Revenue ($m), Year Ending December 2005; CRM Specialists; InvisibleCRM; SugarCRM Inc; Communispace Corporation; THE MID-MARKET; INDUSTRY TRENDS; Software-on-Demand; Salesnet Inc; RightNow Technologies Inc; Other Players; Google Searches CRM Market; Wireless CRM; Antenna Software Inc; Maximizer Software Inc; salesforce.com Inc; Saratoga Systems Inc — Apresta; Vettro Corp; Consolidation; CRM EXHIBITIONS; UK Events; The European Conference on Customer Management; Customer: Strategy & Management; CRM in the Public Sector; Customer Relationship Management Growth Strategies 2006; US Events
4. CRM Support Services: BACKGROUND; DATA MANAGEMENT; Factors to Consider; Understanding; Improving; Protecting; Data Management Agencies; Datanomic Ltd; Informatica Corporation; Softlab Ltd; ANALYTICS; Analytics Leaders; SAS Institute Inc; SPSS Inc; Teradata; ThinkAnalytics Ltd; CALL-CENTRE TECHNOLOGY; Key Call-Centre Software Developers; Avaya Inc; What Is the Difference Between IP Telephony and VoIP?; Evoxus Ltd; FrontRange Solutions USA Inc; Interactive Intelligence Inc; Kana Software Inc; CRM SUPPORT EXHIBITIONS; UK Events; Call Centre Expo 2006; Customer Relationship Management Growth Strategies 2006
5. An International Perspective: ECONOMIC OUTLOOK; CHINA; Economy; Market Growth; Market; Table 9: China CRM Software Vendors’ Evaluation — Survey Perspective, 2005; Hosted Soluti; 2008 Beijing Olympic Games; China CRM; Leading Chinese CRM Vendors; Powerise Information Technology Co Ltd; Kingdee International Software Group Company Ltd; UFIDA Software Co Ltd; RUSSIA; CONSUMER BEHAVIOUR
6. PEST Analysis: POLITICAL FACTORS; ECONOMIC FACTORS; SOCIAL FACTORS; ECONOMIC FACTORS; SOCIAL FACTORS; TECHNOLOGICAL FACTORS
7. CRM Roundtable: ROUNDTABLE DISCUSSION; Interviewees; Kevin Broome, Marketing Manager, South West Trains; Adrian Mutti, Sales and Marketing Director/Co-Founder, Romtronics; Grahame Newell, CRM Project Manager, An Post; Steve Roberts, Business Director, Essex Medical + Forensic Services; Questions and Answers; What Are The Three Most Important Issues To Consider When; Implementing A CRM System?; Kevin Broome; Adrian Mutti; Grahame Newell; Steve Roberts; What Has Proved To Be The Single Most Important Benefit Of Your CRM Strategy?; Kevin Broome; Adrian Mutti; Grahame Newell; Steve Roberts; Have You Been Able To Measure How Much Customer Satisfaction; Has Improved? If So, Can You Indicate How This Area Has Improved?; Kevin Broome; Adrian Mutti; Grahame Newell; Steve Roberts; Have You Been Able To Measure How Much Employee Satisfaction; Has Improved? If So, Can You Indicate How This Area Has Improved?; Kevin Broome; Adrian Mutti; Grahame Newell; Steve Roberts; Have You Been Able To Measure How Sales Have Improved?; If So, Can You Indicate How This Area Has Improved?; Kevin Broome; Adrian Mutti; Grahame Newell; Steve Roberts; Are All Of Your Organisation’s Functions Linked To Your CRM System?; Adrian Mutti; Grahame Newell; Steve Roberts; If Not, Do You Run Separate Systems For Other Functions? Which Functions?; Adrian Mutti; Grahame Newell; Steve Roberts; Which CRM System Are You Currently Using?; Kevin Broome; Adrian Mutti; Grahame Newell; Steve Roberts; Is It An Installed System, Web-Based System Or A Mixture Of Both?; Adrian Mutti; Grahame Newell; Steve Roberts; What Are Your Plans For Upgrading/Rolling Out Your CRM System In The Future?; Kevin Broome; Adrian Mutti; Grahame Newell; Steve Roberts
8. Company Profiles: AMDOCS LTD; Corporate Information; Strengths and Weaknesses; Products; New Product Development; Brand Development; Innovations; Advertising; Distribution; Profitability; Future Company Developments; FRONTRANGE SOLUTIONS USA INC; Corporate Information; Strengths and Weaknesses; Products; HEAT Product Suite; GoldMine Product Suite; New Product Development; Brand Development; Innovations; Advertising; Distribution; Profitability; Future Company Developments; INFOR GLOBAL SOLUTIONS; Corporate Information; Strengths and Weaknesses; Products; Brand Development; Innovations; Advertising; Distribution; Profitability; Future Company Developments; ORACLE CORPORATION; Corporate Information; Strengths and Weaknesses; Products; New Product Development; Brand Development; Advertising/Marketing/Sales; Distribution; Profitability; Future Company Developments; SALESFORCE.COM; Corporate Information; Strengths and Weaknesses; Products; Applications; New Product Development; January — Winter ‘06 and The Business Web; March — Unlimited Edition; April — AppExchange Mobile; Brand Development; Innovations; Advertising/Sales/Marketing; Distribution; Profitability; Future Company Developments; SAP AG; Corporate Information; Strengths and Weaknesses; Products; New Product Development; Brand Development; Innovations; Advertising; Distribution; Profitability; Future Company Developments
9. The Future: PRODUCT DEVELOPMENT; Wireless Technologies; Hosted Applications; Open-Source Software; MARKET DEVELOPMENTS; MARKET SHARE; MARKET FORECASTS; Table 10: The Forecast Worldwide Market for CRM Applications ($bn), 2006-2010
10. Consumer Confidence: METHODOLOGY; KEY FINDINGS THIS QUARTER; THE WILLINGNESS TO BORROW; Confidence Declines Again; Table A: The Average Amount Consumers Are Willing to Borrow in Order; to Purchase Expensive Items at Current and Constant November 2004 Prices (£ and £bn), May 2005, August 2005, November 2005, February 2006 and May; Signs That the Decline Could be Bottoming Out; Table B: The Number of Adults Willing to Borrow in Order to Purchase; Expensive Items (000 and %), May 2005, August 2005, November 2005,; February 2006 and May; THE WILLINGNESS TO SPEND FROM SAVINGS; Sharp Decline in Spending from Savings; Table C: The Average Amount Consumers Are Willing to Spend from Savings in Order; to Purchase Expensive Items at Current and Constant November 2004 Prices (£ and £bn), May 2005, August 2005, November 2005, February 2006 and May; Table D: The Proportion of Adults Without Any Savings (%), May 2005, August 2005, November 2005, February 2006 and May 2006; Borrowing Grows in Relative Importance; Table E: The Average Amounts Adults are Confident Spending to Purchase Expensive Items (£ and %), May 2005, August 2005, November 2005, February 2006 and May 2006
11. Further Sources: Associations; Publications; General Sources; Other Sources; Bisnode Sources; Key Note Research; The Key Note Range of Reports

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