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CUSTOMER RELATIONSHIP MANAGEMENT (CRM) AND SOCIAL CRM MARKET (Social Monitoring, Social Listening, Social Mapping, Social Middleware, Social Management, Social Measurements) -
Global Advancements, Market Forecasts And Analysis (2013 - 2018) Report Description Table of Contents List of Tables Sample Tables Related Reports About Markets and Markets
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Customer Relationship Management (CRM) & Social CRM Market Global Advancements, Market Forecasts & Analysis (2013 – 2018)
TC 1444 | 2013
Report Description Research Overview Purpose and Scope •
The study focuses on market forecast and future trends of the overall CRM and Social CRM market
•
The study focuses on their sub segments based on deployment types, software solution, applications, industry verticals and regions
•
The report comprises of leading industry players, their analysis key innovations and strategies towards the market
•
The report also includes a forecast of the CRM and Social CRM market for the next five years
Report Description CRM has become a vital part for various functions across global enterprises. Advancements in Social CRM have made it faster, reachable and have also brought in vital information on business analytics. Enterprises are adopting social CRM as an additional channel in the overall CRM software solutions. Social CRM refers to a social layer on top of tradition CRM software solutions; these solutions provide enterprises with several advantages including increased transparency, better communication of business ideas and information, flexibility and performance. Social CRM helps companies to establish customer engagements and increase their brand presence among customers. Social CRM focuses on capturing the customer’s need and creating value for them in a transparent business environment.
the recognition of sharing ideas on a real time basis. Enterprises are coming up with solutions for Social Monitoring, Social Listening, Social Middleware, Social Management and Social Measurement for providing the best in class customer experience to the customers. Today, CRM is not limited only for increasing sales and improving marketing activities, but to bring in more customer engagement with the enterprises. Some of the major vendors are SAP, Oracle, Salesforce.com, Amdocs and IBM. Companies such as Lithium and Jive Inc. are moving towards Social CRM market and many others have ventured into it as well. MarketsandMarkets believes that the need for increasing enterprise CRM needs, along with social media boom is playing a pivotal role in shaping the future of emerging social CRM software. Social CRM solutions are bringing enterprises closer to their customers by utilizing the prevailing social platforms.
Major forces driving this market are the rising focus on customer engagement, emerging SMEs, social platforms and
Key Take-aways •
To analyze the market structure by identifying various sub-segments in the CRM and Social CRM market
• •
•
•
To identify major trends and factors driving or inhibiting the growth of the CRM and Social CRM market
To analyze opportunities in the CRM and Social CRM market by identifying high growth segments in this market
•
To forecast the market size of CRM and Social CRM market across various sub-segments, regions and verticals
To strategically profile key players in this market and comprehensively analyze their products and core competencies in the market
•
To track and analyze competitive developments such as mergers and acquisitions, joint ventures and collaborations, venture capital funding and the overall competitive ecosystem in the global CRM and Social CRM market
To strategically analyze each submarket with respect to individual growth trends and contribution to the overall CRM and Social CRM market
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Customer Relationship Management (CRM) & Social CRM Market Global Advancements, Market Forecasts & Analysis (2013 – 2018)
TC 1444 | 2013
Report Description Research Methodology This research study is a result of thorough secondary and primary research, followed by various data triangulation
methods and proprietary market estimation models.
Secondary and Primary Research We have used various secondary research sources such as directories, articles, blogs, whitepapers and paid databases such as OneSource, Hoovers and Factiva to identify and collect information for extensive technical and commercial study of the CRM and Social CRM market. Key vendors in the CRM and Social CRM market ecosystem were identified and studied individually, to understand the business models, pricing models and their respective customer bases. This data was collated and further scrutinized based on individual revenues, contributions from various regions and verticals. Each company was further studied to understand their respective product offerings and features.
The primary research for this report comprised research interviews conducted with senior executives and/or managers of various CRM and Social CRM providers. The survey and interviews were not just confined to Tier 1 players, but also included startups and prominent regional players to understand regional focus and adoption trends, apart from a generic global analysis. Respondents were led through a questionnaire to gather quantitative and qualitative inputs on their operations, performance, strategies, revenues and views on the overall market, including key developments and adoption trends. Collated analysis and insights were shared, discussed and validated by market players to ensure accuracy and authenticity.
Data Triangulation and Forecasting Data from interviews was further consolidated, checked for consistency and accuracy, and then collated into the MarketsandMarkets data model to arrive at the market numbers following a bottom-up and top-down approach. •
•
Bottom-Up: Individual company revenues and insights from discussions were considered for sizing the market. This was further triangulated based on type of companies, their individual offerings, revenue percentage specific to the CRM and Social CRM market.
Top-Down: Upon estimation and validation of the main market size, further segmentation was done based on consolidated inputs from key players, with respect to regional adoption trends, pervasiveness across different verticals, type of end users and corresponding pricing models.
Market Overview Markets Covered This research report categorizes the CRM and Social CRM for forecasting the revenues and analyzing the trends in each of the following sub-markets:
On the basis of Solutions:
On the basis of Deployment Type: •
On Demand (SaaS and PaaS)
•
On Premise
•
Hybrid
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•
Social Monitoring
•
Social Mapping
•
Social Middleware
•
Social Management
•
Social Measurement
Customer Relationship Management (CRM) & Social CRM Market
TC 1444 | 2013
Global Advancements, Market Forecasts & Analysis (2013 – 2018)
Report Description On the basis of Applications:
•
Consumer Goods and Retail
•
Marketing
•
Energy, Power and Utilities
•
Sales
•
Healthcare
•
Customer support and service
•
Oil and Gas
•
Others (Innovation, Collaboration, Customer Experience)
•
Telecom and IT
On the basis of Region: On the basis of Users: •
Small and Medium Businesses (SMB)
•
Enterprises
On the basis of Verticals: •
Academia and Government
•
Automotive, Transportation and Logistics
•
BFSI
•
North America (NA)
•
Europe (EU)
•
Middle-East Africa (MEA)
•
Asia-Pacific and Japan (APAC)
•
Latin America (LA)
Segment Definitions CRM and Social CRM market can be segmented on the basis of type of applications available in the market across different functions in any company. The figure given below lists the major
application available nowadays. However, there are other applications as well that are emerging, as new technologies are being developed.
Segment Definitions CRM AND SOCIAL CRM MARKET
CRM Solutions for Marketing • Social Marketing Insights • Rapid Social Marketing Insights • Social Campaign Tracking • Event Management
CRM Solutions for Service & Support
CRM Solutions for Sales • Social Sales Insights • Rapid Social Sales Insights • Proactive Social Lead Generation
• Social Support Insights • Rapid Social Response • Peer to Peer Support
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CRM Solutions for Other Functions • Innovations • Enterprise Collaboration • Customer Experience
Customer Relationship Management (CRM) & Social CRM Market Global Advancements, Market Forecasts & Analysis (2013 – 2018)
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Report Description Key Data Points Taken from Primary Sources Customer service and support (CSS) is a part of a company's CRM department which deals with customers for their responses in real time basis such as the contact centre, the help desk, and the call management system. Enterprises are employing customer service and support for increasing customer satisfaction along with minimizing the costs involved.
leverages and amplifies customer interaction through effective and efficient marketing. It includes marketing strategies such as direct marketing, web marketing, e-mail marketing etc. They also helps in increasing response rates in marketing campaigns along with cost cutting on promotions and provide higher security on organizational investments.
In the era of intense competition, it is required for a sales team to utilize best CRM tools to cope up with the pace. CRM automates processes for sales team, so that they could become collaborative and connected, quick and mobile, and highly productive.
Apart from major functions, there are some emerging areas where CRM and social CRM software are being utilized such as innovations, enterprise collaboration, extended collaboration, and customer experiences. These functions will emerge out to become major part of the overall CRM market along with the emergence of the social CRM channel.
CRM has magnified the scope of marketing for enterprises by significantly improving marketing functions and execution. It
Industry Trends Social media integration across CRM software As social media is gaining traction, enterprises are focussing on integrating social media with CRM software. Such integration helps enterprises to reach out to prospective customers directly and encourages customer engagement. CRM software is being
collaborated across various social platforms such as Facebook, LinkedIn, Twitter, YouTube and others. This helps enterprises establish their brand presence and increase loyalty amongst customers.
Emerging SMBs SMEs across regions are emerging at a very rapid rate, mostly in developing economies such as APAC and MEA. There is a global trend that larger companies are downsizing and outsourcing functions to SMEs for providing cost effective and efficient solutions. At the same time, there has been an increase
in marketing, sales, and support applications across SMEs. The Asia-Pacific region is all set to become the largest SME region globally in the coming years. Due to CRM adoption across SMBs, the industry is poised to grow at a healthy rate.
Hosted CRM software gaining increased adoption As cloud adoption proliferates, CRM software solutions are also being hosted across various verticals, while the recent surge was along verticals such as financial services, insurance,
telecom and retail. The future is going to be optimistic for other verticals as well. The increase in market share of SaaS CRM is directly credited to the increase in its value proposition.
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Customer Relationship Management (CRM) & Social CRM Market Global Advancements, Market Forecasts & Analysis (2013 – 2018)
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Table of Contents Chapter Headings .................................................................................................................Page No 1. Introduction 1.1
................................................................................................................................22
Research Overview .........................................................................................................................................22
1.1.1
Purpose and scope....................................................................................................................................22
1.1.2
Report description......................................................................................................................................22
1.1.3
Key take-aways .........................................................................................................................................23
1.2
Research Methodology...................................................................................................................................24
1.2.1
Secondary and primary research...............................................................................................................24
1.2.2
Data triangulation and forecasting .............................................................................................................24
1.2.3
Forecast assumptions................................................................................................................................25
1.3
Market Overview..............................................................................................................................................26
1.3.1
Markets covered ........................................................................................................................................26
1.3.2
Segment definitions ...................................................................................................................................28
1.3.3
Industry trends ...........................................................................................................................................29
1.3.3.1 Social media integration across CRM software ..................................................................................29 1.3.3.2 Emerging SMBs..................................................................................................................................29 1.3.3.3 Hosted CRM software gaining increased adoption ............................................................................30
2. Executive Summary ..........................................................................................................................31 2.1
Abstract............................................................................................................................................................31
2.2
Overall Market Size – CRM .............................................................................................................................32
2.3
Overall Market Size – Social CRM..................................................................................................................33
3. Market Ecosystem and Dynamics ...................................................................................................34 3.1
3.2
Market Ecosystem...........................................................................................................................................35 3.1.1
Mapping trends ..........................................................................................................................................36
3.1.2
Market players and roles ...........................................................................................................................36
Market Dynamics.............................................................................................................................................38 3.2.1
Drivers .....................................................................................................................................................38
3.2.1.1 Focus on customer engagement ........................................................................................................38 3.2.1.2 Emerging SMEs..................................................................................................................................38 3.2.1.3 Simplicity of CRM products and services ...........................................................................................39 3.2.2
Restraints and challenges .........................................................................................................................39
3.2.2.1 Security and privacy ...........................................................................................................................39
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Table of Contents Chapter Headings .................................................................................................................Page No 3.2.2.2 Enterprise readiness...........................................................................................................................39 3.2.3
Opportunities .............................................................................................................................................40
3.2.3.1 Solutions for business specific problems............................................................................................40 3.2.3.2 Bring Your Own Device (BYOD) Ecosystem.......................................................................................40 3.2.4
Time impact analysis of dynamics .............................................................................................................40
4. CRM: Market Size and Forecast by Application.............................................................................55 4.1
Overview and Introduction.............................................................................................................................43
4.2
Customer Service And Support .....................................................................................................................45
4.2.1
Overview ....................................................................................................................................................45
4.2.2
Market size and forecast by region............................................................................................................45
4.2.3
Market size and forecast by vertical ..........................................................................................................47
4.2.4
Market size and forecast by deployment ...................................................................................................50
4.3
Marketing
.....................................................................................................................................................52
4.3.1
Overview ....................................................................................................................................................52
4.3.2
Market size and forecast by region............................................................................................................52
4.3.3
Market size and forecast by vertical ..........................................................................................................55
4.3.4
Market size and forecast by deployment ...................................................................................................58
4.4
Sales
.....................................................................................................................................................60
4.4.1
Overview ....................................................................................................................................................60
4.4.2
Market size and forecast by region............................................................................................................60
4.4.3
Market size and forecast by vertical ..........................................................................................................62
4.4.4
Market size and forecast by deployment ...................................................................................................65
4.5
Other Applications (Innovations, Collaboration, Customer Experience) ..................................................67
4.5.1
Overview ....................................................................................................................................................67
4.5.2
Market size and forecast by region............................................................................................................70
4.5.3
Market size and forecast by vertical ..........................................................................................................72
4.5.4
Market size and forecast by deployment ...................................................................................................74
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Table of Contents Chapter Headings .................................................................................................................Page No 5. CRM and Social CRM: Market Size and Forecast by Deployment Types ....................................77 5.1
Overview And Introduction ............................................................................................................................78
5.2
Hosted
.....................................................................................................................................................81
5.2.1
Overview....................................................................................................................................................81
5.2.2
Market size and forecast by region– CRM.................................................................................................81
5.2.3
Market size and forecast by vertical – CRM ..............................................................................................84
5.2.4
Market size and forecast by region – Social CRM.....................................................................................87
5.2.5
Market size and forecast by vertical– Social CRM ....................................................................................89
5.3
On-premise .....................................................................................................................................................91
5.3.1
Overview....................................................................................................................................................91
5.3.2
Market size and forecast by region – CRM................................................................................................92
5.3.3
Market Size and forecast by vertical – CRM..............................................................................................94
5.3.4
Market size and forecast by region – Social CRM.....................................................................................97
5.3.5
Market size and forecast by vertical – Social CRM ...................................................................................99
5.4
Hybrid
...................................................................................................................................................101
5.4.1
Overview..................................................................................................................................................101
5.4.2
Market size and forecast by region – CRM..............................................................................................102
5.4.3
Market size and forecast by vertical – CRM ............................................................................................104
5.4.4
Market size and forecast by region – Social CRM...................................................................................107
5.4.5
Market size and forecast by vertical – Social CRM .................................................................................109
6. Social CRM: Market Size and Forecast by Solutions ..................................................................112 6.1
Overview And Introduction...........................................................................................................................113
6.2
Social Monitoring And Social Listening......................................................................................................116
6.2.1
Overview
6.2.2
Market size and forecast by region ..........................................................................................................116
6.3
...............................................................................................................................................116
Social Mapping ..............................................................................................................................................119
6.3.1
Overview
6.3.2
Market size and forecast by region ..........................................................................................................119
6.4
...............................................................................................................................................119
Social Middleware .........................................................................................................................................121
6.4.1
Overview ...............................................................................................................................................121
6.4.2
Market size and forecast by region..........................................................................................................121
6.5
Social Management.......................................................................................................................................124
6.5.1
Overview ...............................................................................................................................................124
6.5.2
Market size and forecast by region..........................................................................................................124
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Table of Contents Chapter Headings .................................................................................................................Page No 6.6
Social Measurement .....................................................................................................................................126
6.6.1
Overview ...............................................................................................................................................126
6.6.2
Market size and forecast by region..........................................................................................................126
7. Social CRM: Market Size and Forecast by End-users .................................................................129 7.1
Market Analysis by Verticals ........................................................................................................................130
7.1.1
Overview and introduction .......................................................................................................................130
7.1.2
Academia and government......................................................................................................................133
7.1.2.1 Overview...........................................................................................................................................133 7.1.2.2 Market size and forecast by deployment ..........................................................................................133 7.1.3
Automotive, transportation and logistics ..................................................................................................136
7.1.3.1 Overview...........................................................................................................................................136 7.1.3.2 Market size and forecast by deployment ..........................................................................................136 7.1.4
Banking, Financial Services and Insurance (BFSI) .................................................................................138
7.1.4.1 Overview...........................................................................................................................................138 7.1.4.2 Market size and forecast by deployment ..........................................................................................138 7.1.5
Consumer goods and retail......................................................................................................................140
7.1.5.1 Overview...........................................................................................................................................140 7.1.5.2 Market size and forecast by deployment ..........................................................................................140 7.1.6
Energy, power and utilities .......................................................................................................................142
7.1.6.1 Overview...........................................................................................................................................142 7.1.6.2 Market size and forecast by deployment ..........................................................................................142 7.1.7
Healthcare ...............................................................................................................................................144
7.1.7.1 Overview...........................................................................................................................................144 7.1.7.2 Market size and forecast by deployment ..........................................................................................144 7.1.8
Oil and gas...............................................................................................................................................146
7.1.8.1 Overview...........................................................................................................................................146 7.1.8.2 Market size and forecast by deployment ..........................................................................................146 7.1.9
Telecom and IT ........................................................................................................................................148
7.1.9.1 Overview...........................................................................................................................................148 7.1.9.2 Market size and forecast by deployment ..........................................................................................148 7.2
Market Analysis by Company Size ..............................................................................................................150
7.2.1
Overview and introduction .......................................................................................................................150
7.2.2
Small and Medium Businesses (SMB) ....................................................................................................153
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Table of Contents Chapter Headings .................................................................................................................Page No 7.2.2.1 Overview...........................................................................................................................................153 7.2.2.2 Market size and forecast by region...................................................................................................153 7.2.3
Enterprises...............................................................................................................................................155
7.2.3.1 Overview...........................................................................................................................................155 7.2.3.2 Market size and forecast by region...................................................................................................155
8. Social CRM: Market Size and Forecast by Regions ....................................................................158 8.1
Overview and Introduction...........................................................................................................................159 8.1.1
8.2
8.3
8.4
8.5
8.6
Parfait charts............................................................................................................................................159
North America................................................................................................................................................163 8.2.1
Overview ..................................................................................................................................................163
8.2.2
Market size and forecast by solutions......................................................................................................163
Europe
...................................................................................................................................................165
8.3.1
Overview ..................................................................................................................................................165
8.3.2
Market size and forecast by solutions......................................................................................................165
Asia-Pacific and Japan (APAC)....................................................................................................................168 8.4.1
Overview ..................................................................................................................................................168
8.4.2
Market size and forecast by solutions......................................................................................................168
Middle East and Africa (MEA) ......................................................................................................................170 8.5.1
Overview ..................................................................................................................................................170
8.5.2
Market size and forecast by solutions......................................................................................................170
Latin America (LA) ........................................................................................................................................173 8.6.1
Overview ..................................................................................................................................................173
8.6.2
Market size and forecast by solutions......................................................................................................173
9. CRM and Social CRM: Market Analysis, Trends and Insights ....................................................176 9.1
9.2
Market Evolution ...........................................................................................................................................176 9.1.1
Market uptake and disruption ..................................................................................................................177
9.1.2
Lifecycle and chasm plots........................................................................................................................178
Go To Market and Trends .............................................................................................................................179 9.2.1
Go to market strategy ..............................................................................................................................179
9.2.2
Adoption roadmaps..................................................................................................................................180
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Table of Contents Chapter Headings .................................................................................................................Page No 10. CRM and Social CRM: Competitive Landscape .........................................................................181 10.1
Portfolio Comparison ...................................................................................................................................181
10.1.1 Overview..................................................................................................................................................181 10.1.2 Product category mapping.......................................................................................................................181 10.2
Venture Capital (VC) Funding Analysis.......................................................................................................182
10.2.1 Overview..................................................................................................................................................182 10.2.2 Capital funding trends..............................................................................................................................182 10.3
Mergers and Acquisitions (M&A).................................................................................................................184
10.4
Social Reach..................................................................................................................................................189
10.4.1 Social trends ............................................................................................................................................189
11. Company Profiles ..........................................................................................................................190 (Overview, Financials, Products & Services, Strategy, and Developments)* 11.1
ACQUIA
...................................................................................................................................................190
11.2
AMDOCS
...................................................................................................................................................192
11.3
IBM
...................................................................................................................................................196
11.4
JIVE SOFTWARE ...........................................................................................................................................200
11.5
LITHIUM
11.6
MICROSOFT...................................................................................................................................................207
...................................................................................................................................................204
11.7
NETSUITE
...................................................................................................................................................211
11.8
NIMBLE
...................................................................................................................................................215
11.9
ORACLE
...................................................................................................................................................217
11.10 PEGASYSTEMS.............................................................................................................................................222 11.11 RAMCO SYSTEMS ........................................................................................................................................225 11.12 SAGE
...................................................................................................................................................229
11.13 SALESFORCE................................................................................................................................................233 11.14 SAP
...................................................................................................................................................238
11.15 SUGARCRM ...................................................................................................................................................243 11.16 KEY INNOVATORS.........................................................................................................................................246 11.16.1 ALLEGIANCE ..........................................................................................................................................246 11.16.2 CONTACTUALLY.....................................................................................................................................246 11.16.3 ITC INFOTECH........................................................................................................................................246 11.16.4 NEARSTREAM ........................................................................................................................................247 11.16.5 NEXTPRINCIPLES ..................................................................................................................................247 11.16.6 TRACX ...................................................................................................................................................247 *Details on Overview, Financials, Product & Services, Strategy, and Developments might not be captured in case of unlisted companies.
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List of Tables Table Titles
..........................................................................................................................Page No
1
Forecast Assumptions....................................................................................................................................................25
2
Overall CRM Market Size, 2013 - 2018 ($Billion) ..........................................................................................................32
3
Overall Social CRM Market Size, 2013 - 2018 ($Billion) ...............................................................................................33
4
Time Impact Analysis of Dynamics ................................................................................................................................41
5
CRM Market Size, by Application, 2013 - 2018 ($Billion) ..............................................................................................43
6
CRM Market Size, by Application, by Proportion, 2013 - 2018 (Y-o-Y %)......................................................................44
7
CRM Market Size, by Application, 2013 - 2018 (Y-o-Y %) .............................................................................................44
8
CRM Market Size, by Customer Service and Support, by Region, 2013 - 2018 ($Million)............................................46
9
CRM Market Size, by Customer Service and Support, by Vertical, 2013 - 2018 ($Million) ...........................................47
10
CRM Market Size, by Customer Service and Support, by Vertical, 2013 - 2018 (Y-o-Y %)...........................................48
11
CRM Market Size, by Customer Service and Support, by Deployment, 2013 - 2018 ($Billion).....................................50
12
CRM Market Size, by Customer Service and Support, by Deployment, 2013 - 2018 (Y-o-Y %) ...................................51
13
CRM Market Size, by Marketing, by Region, 2013 - 2018 ($Million) .............................................................................52
14
CRM Market Size, by Marketing, by Region, 2013 - 2018 (Y-o-Y %) ............................................................................53
15
CRM Market Size, by Marketing, by Vertical, 2013 - 2018 ($Million).............................................................................55
16
CRM Market Size, by Marketing, by Vertical, 2013 - 2018 (Y-o-Y %) ............................................................................56
17
CRM Market Size, by Marketing, by Deployment, 2013 - 2018 ($Billion) ......................................................................58
18
CRM Market Size, by Marketing, by Deployment, 2013 - 2018 (Y-o-Y %).....................................................................59
19
CRM Market Size, by Sales, by Region, 2013 - 2018 ($Million) ....................................................................................60
20
CRM Market Size, by Sales, by Region, 2013 - 2018 (Y-o-Y %) ...................................................................................61
21
CRM Market Size, by Sales, by Vertical, 2013 - 2018 ($Million)....................................................................................62
22
CRM Market Size, by Sales, by Vertical, 2013 - 2018 (Y-o-Y %)...................................................................................63
23
CRM Market Size, by Sales, by Deployment, 2013 - 2018 ($Billion).............................................................................65
24
CRM Market Size, by Sales, by Deployment, 2013 - 2018 (Y-o-Y %) ...........................................................................66
25
CRM Market Size, by Other Applications, 2013 - 2018 ($Billion)...................................................................................68
26
CRM Market Size, by Other Applications, 2013 - 2018 (Y-o-Y %) .................................................................................68
27
CRM Market Size, by Other Applications, by Region, 2013 - 2018 ($Million)................................................................70
28
CRM Market Size, by Other Applications, by Region, 2013 - 2018 (Y-o-Y %) ...............................................................71
29
CRM Market Size, by Other Applications, by Vertical, 2013 - 2018 ($Million) ...............................................................72
30
CRM Market Size, by Other Applications, by Vertical, 2013 - 2018 (Y-o-Y %)...............................................................73
31
CRM Market Revenue by Other Applications, by Deployment, 2013 - 2018 ($Billion) ..................................................75
32
CRM Market Size, by Other Applications, by Deployment, 2013 - 2018 (Y-o-Y %) .......................................................75
33
CRM Market Size, by Type of Deployment, 2013 - 2018 ($Billion) ................................................................................78
34
Social CRM Market Size, by Type of Deployment, 2013 - 2018 ($Billion) .....................................................................79
35
CRM Market Size, by Type of Deployment, 2013 - 2018 (Y-o-Y %) ..............................................................................79
36
Social CRM Market Size, by Type of Deployment, 2013 - 2018 (Y-o-Y %)....................................................................80
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List of Tables Table Titles
..........................................................................................................................Page No
37
CRM Market Size, by Hosted, by Region, 2013 - 2018 ($Million)..................................................................................82
38
CRM Market Size, by Hosted, by Region, 2013 - 2018 (Y-o-Y %).................................................................................83
39
CRM Market Size, by Hosted, by Vertical, 2013 - 2018 ($Million) .................................................................................84
40
CRM Market Size, by Hosted, by Vertical, 2013 - 2018 (Y-o-Y %) ................................................................................85
41
Social CRM Market Size, by Hosted, by Region, 2013 - 2018 ($Million).......................................................................87
42
Social CRM Market Size, by Hosted, by Region, 2013 - 2018 (Y-o-Y %) ......................................................................88
43
Social CRM Market Size, by Hosted, by Vertical, 2013 - 2018 ($Million) ......................................................................89
44
Social CRM Market Size, by Hosted, by Vertical, 2013 - 2018 (Y-o-Y %)......................................................................90
45
CRM Market Size, by On-premise, by Region, 2013 - 2018 ($Million) ..........................................................................92
46
CRM Market Size, by On-premise, by Region, 2013 - 2018 (Y-o-Y %) .........................................................................93
47
CRM Market Size, by On-premise, by Vertical, 2013 - 2018 ($Million)..........................................................................94
48
CRM Market Size, by On-premise, by Vertical, 2013 - 2018 (Y-o-Y %) .........................................................................95
49
Social CRM Market Size, by On-premise, by Region, 2013 - 2018 ($Million) ...............................................................97
50
Social CRM Market Size, by On-premise, by Region, 2013 - 2018 (Y-o-Y %)...............................................................98
51
Social CRM Market Size, by On-premise, by Vertical, 2013 - 2018 ($Million) ...............................................................99
52
Social CRM Market Size, by On-premise, by Vertical, 2013 - 2018 (Y-o-Y %) ............................................................100
53
CRM Market Size, by Hybrid, by Region, 2013 - 2018 ($Million).................................................................................102
54
CRM Market Size, by Hybrid, by Region, 2013 - 2018 (Y-o-Y %)................................................................................103
55
CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 ($Million) ................................................................................104
56
CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 (Y-o-Y %) ...............................................................................105
57
Social CRM Market Size, by Hybrid, by Region, 2013 - 2018 ($Million)......................................................................107
58
Social CRM Market Size, by Hybrid, by Region, 2013 - 2018 (Y-o-Y %) .....................................................................108
59
Social CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 ($Million) .....................................................................109
60
Social CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 (Y-o-Y %) .....................................................................110
61
Social CRM Market Size, by Solutions, 2013 - 2018 ($Million) ....................................................................................113
62
Social CRM Market Size, by Solutions, by Proportion, 2013 - 2018 (%) .....................................................................114
63
Social CRM Market Size, by Software Solutions,2013 - 2018 (Y-o-Y %) .....................................................................115
64
Social CRM Market Size, by Social Monitoring and Social Listening, by Region, 2013 - 2018 ($Million)....................117
65
Social CRM Market Size, by Social Monitoring and Social Listening, by Region, 2013 - 2018 (Y-o-Y %)...................118
66
Social CRM Market Size, by Social Mapping, by Region, 2013 - 2018 ($Million) ........................................................119
67
Social CRM Market Size, by Social Mapping, by Region, 2013 - 2018 (Y-o-Y %).......................................................120
68
Social CRM Market Size, by Social Middleware, by Region, 2013 - 2018 ($Million) ...................................................122
69
Social CRM Market Revenue by Social Middleware, by Region, 2013 - 2018 (y-0-y %).............................................123
70
Social CRM Market Revenue by Social Management, by Region, 2013 - 2018 ($Million) ..........................................124
71
Social CRM Market Size, by Social Management, by Region, 2013 - 2018 (Y-o-Y %)................................................125
72
Social CRM Market Size, by Social Measurement, by Region, 2013 - 2018 ($Million) ...............................................127
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Customer Relationship Management (CRM) & Social CRM Market Global Advancements, Market Forecasts & Analysis (2013 – 2018)
TC 1444 | 2013
List of Tables Table Titles
..........................................................................................................................Page No
73
Social CRM Market Size, by Social Measurement, by Region, 2013 - 2018 (Y-o-Y %)...............................................128
74
Social CRM Market Size, by Verticals, 2013 - 2018 ($Million).....................................................................................130
75
Social CRM Market Size, by Verticals, by Proportion, 2013 - 2018 (%) ......................................................................131
76
Social CRM Market Size, by Verticals, 2013 - 2018 (Y-o-Y %) ....................................................................................132
77
Social CRM Market Revenue by Academia and Government, by Deployment, 2013 - 2018 ($Million) ......................134
78
Social CRM Market Revenue by Academia and Government, by Deployment, 2013 - 2018 (Y-o-Y %)......................135
79
Social CRM Market Size, by Automotive, Transportation and Logistics, by Deployment, 2013 - 2018 ($Million)........136
80
Social CRM Market Size, by Automotive, Transportation and Logistics, by Deployment, 2013 - 2018 (Y-o-Y %).......137
81
Social CRM Market Revenue by BFSI, by Deployment, 2013 - 2018 ($Million) ..........................................................138
82
Social CRM Market Revenue by BFSI, by Deployment, 2013 - 2018 (Y-o-Y %) .........................................................139
83
Social CRM Market Size, by Consumer Goods and Retail, by Deployment, 2013 - 2018 ($Million) ...........................140
84
Social CRM Market Size, by Consumer Goods and Retail, by Deployment, 2013 - 2018 (Y-o-Y %) ..........................141
85
Social CRM Market Size, by Energy, Power and Utilities, by Deployment, 2013 - 2018 ($Million) .............................143
86
Social CRM Market Size, by Energy, Power and Utilities, by Deployment, 2013 - 2018 (Y-o-Y %).............................143
87
Social CRM Market Size, by Healthcare, by Deployment, 2013 - 2018 ($Million) .......................................................145
88
Social CRM Market Size, by Healthcare, by Deployment, 2013 - 2018 (Y-o-Y %) ......................................................145
89
Social CRM Market Size, by Oil and Gas, by Deployment, 2013 - 2018 ($Million) .....................................................147
90
Social CRM Market Size, by Oil and Gas, by Deployment, 2013 - 2018 (Y-o-Y %).....................................................147
91
Social CRM Market Size, by Telecom and IT, by Deployment, 2013 - 2018 ($Million) ................................................149
92
Social CRM Market Size, by Telecom and IT, by Deployment, 2013 - 2018 (Y-o-Y %) ...............................................149
93
Social CRM Market Size, by Company Size, 2013 - 2018 ($Million) ...........................................................................151
94
Social CRM Market Revenue by Company Size, by Proportion, 2013 - 2018 (%) ......................................................151
95
Social CRM Market Size, by Company Size, 2013 - 2018 (Y-o-Y %) ..........................................................................152
96
Social CRM Market Revenue by SMB, by Region, 2013 - 2018 ($Million) ..................................................................153
97
Social CRM Market Size, by SMB, by Region, 2013 - 2018 (Y-o-Y %)........................................................................154
98
Social CRM Market Size, by Enterprise, by Region, 2013 - 2018 ($Million)................................................................156
99
Social CRM Market Size, by Enterprise, by Region, 2013 - 2018 (Y-o-Y %) ...............................................................157
100
Social CRM Market Size, by Regions, 2013 - 2018 ($Million) .....................................................................................160
101
Social CRM Market Size, by Regions, by Proportion, 2013 - 2018 (%).......................................................................161
102
Social CRM Market Size, by Regions, 2013 - 2018 (Y-o-Y %) ....................................................................................162
103
Social CRM Market Size, by North America, by Solutions, 2013 - 2018 ($Million) ......................................................163
104
Social CRM Market Size, by North America, by Solutions, 2013 - 2018 (Y-o-Y %) .....................................................164
105
Social CRM Market Size, by Europe, by Solutions, 2013 - 2018 ($Million) .................................................................166
106
Social CRM Market Size, by Europe, by Solutions, 2013 - 2018 (Y-o-Y %) ..................................................................67
107
Social CRM Market Size, by APAC, by Solutions, 2013 - 2018 ($Million) ...................................................................168
108
Social CRM Market Size, by APAC, by Solutions, 2013 - 2018 (Y-o-Y %)...................................................................169
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Customer Relationship Management (CRM) & Social CRM Market Global Advancements, Market Forecasts & Analysis (2013 – 2018)
TC 1444 | 2013
List of Tables Table Titles
..........................................................................................................................Page No
109
Social CRM Market Size, by Mea, by Solutions, 2013 - 2018 ($Million)......................................................................171
110
Social CRM Market Size, by Mea, by Solutions, 2013 - 2018 (Y-o-Y %) .....................................................................172
111
Social CRM Market Size, by Latin America, by Solutions, 2013 - 2018 ($Million) .......................................................173
112
Social CRM Market Size, by Latin America, by Solutions, 2013 - 2018 (Y-o-Y %) ......................................................174
113
CRM Market Venture Capital (vc) Funding ..................................................................................................................182
114
CRM Market Mergers and Acquisitions (M&A) ............................................................................................................184
115
Amdocs: Revenue, 2011 - 2012 ($Million) ...................................................................................................................193
116
Amdocs: Revenue by Region, 2011 - 2012 ($Million) ..................................................................................................194
117
Ibm: Revenue, 2011 - 2012 ($Million) ..........................................................................................................................197
118
Ibm: Revenue by Segment, 2011 - 2012 ($Million) ......................................................................................................198
119
Ibm: Revenue by Region, 2011 - 2012 ($Million) .........................................................................................................198
120
Jive Software: Revenue, 2011 - 2012 ($Million) ..........................................................................................................201
121
Jive Software: Revenue by Segment, 2011 - 2012 ($Million) ......................................................................................202
122
Microsoft: Revenue, 2011 - 2012 ($Million) .................................................................................................................208
123
Microsoft: Revenue by Segment, 2011 - 2012 ($Million) .............................................................................................208
124
Microsoft: Revenue by Region, 2011 - 2012 ($Million) ................................................................................................209
125
Netsuite: Revenue, 2011 - 2012 ($Million) ...................................................................................................................212
126
Netsuite: Revenue by Segment, 2011 - 2012 ($Million)...............................................................................................213
127
Netsuite: Revenue, by Region, 2011 - 2012 ($Million).................................................................................................213
128
Oracle: Revenue, 2011 - 2012 ($Million) .....................................................................................................................219
129
Oracle: Revenue by Segment, 2011 - 2012 ($Million) .................................................................................................219
130
Oracle: Revenue by Region, 2011 - 2012 ($Million) ....................................................................................................220
131
Pegasystems: Revenue, 2011 - 2012 ($Million) ..........................................................................................................223
132
Ramco Systems: Revenue, 2011 - 2012 ($Million) ......................................................................................................226
133
Ramco Systems: Revenue by Region, 2012 ($Million)................................................................................................227
134
Sage: Revenue, 2011 - 2012 ($Million)........................................................................................................................230
135
Sage: Revenue by Business Unit Segment, 2011 - 2012 ($Million) ............................................................................230
136
Sage: Revenue by Region, 2011 - 2012 ($Million) ......................................................................................................231
137
Salesforce: Revenue, 2011 - 2012 ($Million) ...............................................................................................................235
138
Salesforce: Revenue by Business Unit Segment, 2011 - 2012 ($Million) ....................................................................235
139
Salesforce: Revenue by Region, 2011 - 2012 ($Million) ..............................................................................................236
140
Sap: Revenue, 2011 - 2012 ($Million)..........................................................................................................................240
141
Sap: Revenue by Business Unit Segment, 2011 - 2012 ($Million) ..............................................................................240
142
Sap: Revenue by Region, 2011 - 2012 ($Million) ........................................................................................................241
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Customer Relationship Management (CRM) & Social CRM Market Global Advancements, Market Forecasts & Analysis (2013 – 2018)
TC 1444 | 2013
List of Figures Figure Titles
..........................................................................................................................Page No
1
Segment Definitions.......................................................................................................................................................28
2
Overall Customer Relationship Management Market Size, 2013 - 2018 ($Billion) ........................................................32
3
Overall Social Customer Relationship Management Market Size, 2013 - 2018 ($Billion) .............................................33
4
CRM and Social CRM Market Ecosystem .....................................................................................................................35
5
Market Players and Roles..............................................................................................................................................37
6
CRM Market Size, by Application, 2013 - 2018 (Y-o-Y %) .............................................................................................45
7
CRM Market Size, by Customer Service and Support, by Vertical, 2013 - 2018 (Y-o-Y %)...........................................49
8
CRM Market Size, by Customer Service and Support, by Deployment, 2013 - 2018 (Y-o-Y %) ...................................51
9
CRM Market Size, by Marketing, by Region, 2013 - 2018 (Y-o-Y %) ............................................................................54
10
CRM Market Size, by Marketing, by Vertical, 2013 - 2018 (Y-o-Y %) ............................................................................57
11
CRM Market Size, by Marketing, by Deployment, 2013 - 2018 (Y-o-Y %).....................................................................59
12
CRM Market Size, by Sales, by Region, 2013 - 2018 (Y-o-Y %) ...................................................................................61
13
CRM Market Size, by Sales, by Vertical, 2013 - 2018 (Y-o-Y %)...................................................................................64
14
CRM Market Size, by Sales, by Deployment, 2013 - 2018 (Y-o-Y %) ...........................................................................66
15
CRM Market Size, by Other Applications, 2013 - 2018 (Y-o-Y %) .................................................................................69
16
CRM Market Size, by Other Applications, by Region, 2013 - 2018 (Y-o-Y %) ...............................................................71
17
CRM Market Size, by Other Applications, by Vertical, 2013 - 2018 (Y-o-Y %)...............................................................74
18
CRM Market Size, by Other Applications, by Vertical, 2013 - 2018 (Y-o-Y %)...............................................................76
19
CRM Market Size, by Type of Deployment, 2013 - 2018 (Y-o-Y %) ..............................................................................80
20
Social CRM Market Size, by Type of Deployment, 2013 - 2018 (Y-o-Y %)....................................................................81
21
CRM Market Size, by Hosted, by Region, 2013 - 2018 (Y-o-Y %).................................................................................83
22
CRM Market Size, by Hosted, by Vertical, 2013 - 2018 (Y-o-Y %) ................................................................................86
23
Social CRM Market Size, by Hosted, by Region, 2013 - 2018 (Y-o-Y %) ......................................................................88
24
Social CRM Market Size, by Hosted, by Vertical, 2013 - 2018 (Y-o-Y %)......................................................................91
25
CRM Market Size, by on-premise, by Region, 2013 - 2018 (Y-o-Y %) ..........................................................................93
26
CRM Market Size, by on-premise, by Vertical, 2013 - 2018 (Y-o-Y %)..........................................................................96
27
Social CRM Market Size, by on-premise, by Region, 2013 - 2018 (Y-o-Y %) ...............................................................98
28
Social CRM Market Size, by on-premise, by Vertical, 2013 - 2018 (Y-o-Y %) .............................................................101
29
CRM Market Size, by Hybrid, by Region, 2013 - 2018 (Y-o-Y %)................................................................................103
30
CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 (Y-o-Y %) ...............................................................................106
31
Social CRM Market Size, by Hybrid, by Region, 2013 - 2018 (Y-o-Y %) .....................................................................108
32
Social CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 (Y-o-Y %) .....................................................................111
33
Social CRM Market Size, by Solutions, 2013 - 2018 (Y-o-Y %) ...................................................................................115
34
Social CRM Market Size, by Social Monitoring and Social Listening, by Region, 2013 - 2018 (Y-o-Y %)...................118
35
Social CRM Market Size, by Social Mapping, by Region, 2013 - 2018 (Y-o-Y %).......................................................121
36
Social CRM Market Size, by Social Middleware, by Region, 2013 - 2018 (y-0-y %) ...................................................123
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Customer Relationship Management (CRM) & Social CRM Market Global Advancements, Market Forecasts & Analysis (2013 – 2018)
TC 1444 | 2013
List of Figures Figure Titles
..........................................................................................................................Page No
37
Social CRM Market Size, by Social Management, by Region, 2013 - 2018 (Y-o-Y %)................................................126
38
Social CRM Market Size, by Social MEAsurement, by Region, 2013 - 2018 (Y-o-Y %)..............................................128
39
Social CRM Market Size, by Verticals, 2013 - 2018 (Y-o-Y %) ....................................................................................133
40
Social CRM Market Revenue by Academia and Government, by Deployment, 2013 - 2018 (Y-o-Y %)......................135
41
Social CRM Market Size, by Automotive, Transportation and Logistics, by Deployment, 2013 - 2018 (Y-o-Y %).......137
42
Social CRM Market Revenue by BFSI, by Deployment, 2013 - 2018 (Y-o-Y %) .........................................................139
43
Social CRM Market Size, by Consumer Goods and Retail, by Deployment, 2013 - 2018 (Y-o-Y %) ..........................142
44
Social CRM Market Size, by Energy, Power and Utilities, by Deployment, 2013 - 2018 (Y-o-Y %).............................144
45
Social CRM Market Size, by Healthcare, by Deployment, 2013 - 2018 (Y-o-Y %) ......................................................146
46
Social CRM Market Size, by Oil and Gas, by Deployment, 2013 - 2018 (Y-o-Y %).....................................................148
47
Social CRM Market Size, by Telecom and It, by Deployment, 2013 - 2018 (Y-o-Y %) ................................................150
48
Social CRM Market Size, by Company Size, 2013 - 2018 (Y-o-Y %) ..........................................................................152
49
Social CRM Market Size, by SMB, by Region, 2013 - 2018 (Y-o-Y %)........................................................................155
50
Social CRM Market Size, by Enterprise, by Region, 2013 - 2018 (Y-o-Y %) ...............................................................157
51
Parfait Charts of Social CRM Market Size, by Region, 2013 - 2018 ($Billion).............................................................159
52
Social CRM Market Size, by Regions, 2013 - 2018 (Y-o-Y %) ....................................................................................162
53
Social CRM Market Size, by North America, by Solutions, 2013 - 2018 (Y-o-Y %) .....................................................165
54
Social CRM Market Size, by Europe, by Solutions, 2013 - 2018 (Y-o-Y %) ................................................................167
55
Social CRM Market Size, by APAC, by Solutions, 2013 - 2018 (Y-o-Y %)...................................................................170
56
Social CRM Market Size, by MEA, by Solutions, 2013 - 2018 (Y-o-Y %) ....................................................................172
57
Social CRM Market Size, by Latin America, by Solutions, 2013 - 2018 (Y-o-Y %) ......................................................175
58
Evolution of CRM Solutions .........................................................................................................................................176
59
CRM Market Disruption................................................................................................................................................177
60
Social CRM Market Chasm Plot ..................................................................................................................................178
61
Go To Market Strategy .................................................................................................................................................179
62
Adoption Roadmaps ....................................................................................................................................................180
63
Portfolio Comparison ...................................................................................................................................................181
64
Social Trends ...............................................................................................................................................................189
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Customer Relationship Management (CRM) & Social CRM Market
TC 1444 | 2013
Global Advancements, Market Forecasts & Analysis (2013 – 2018)
Sample Tables Social CRM Market Size, By Solutions, 2013 – 2018 ($Million) Solutions
2013
s e l b a T e pl
2014
Social Monitoring Social Mapping Social Middleware Social Management Social Measurement Total
2015
2016
2017
2018
CAGR% (2013-2018)
m a S
CRM Market Size, By Customer Service and Support, By Region, 2013 – 2018 ($Million) Region
2013
2014
Europe Latin America
MEA Total
2016
2017
2018
CAGR% (2013-2018)
s e l b a T e l p
North America
Asia-Pacific
2015
m a S
CRM Market Size, By Customer Service and Support, By Deployment, 2013 – 2018 (Y-O-Y %) Deployment
s e l b a T e l p
2013
Hosted On-Premise Hybrid Total
2014
2015
Sam
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2016
2017
2018
CAGR% (2013-2018)
Customer Relationship Management (CRM) & Social CRM Market Global Advancements, Market Forecasts & Analysis (2013 – 2018)
TC 1444 | 2013
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Customer Relationship Management (CRM) & Social CRM Market Global Advancements, Market Forecasts & Analysis (2013 – 2018)
TC 1444 | 2013
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