Table of Content
1. INTRODUCTION
1.1 OBJECTIVES OF THE STUDY
1.2 MARKET DEFINITION
1.3 OVERVIEW OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET
1.4 CURRENCY AND PRICING
1.5 LIMITATION
1.6 MARKETS COVERED
2. MARKET SEGMENTATION
2.1 KEY TAKEAWAYS
2.2 ARRIVING AT THE GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET
2.2.1 VENDOR POSITIONING GRID
2.2.2 TECHNOLOGY LIFE LINE CURVE
2.2.3 MARKET GUIDE
2.2.4 COMPANY POSITIONING GRID
2.2.5 COMAPANY MARKET SHARE ANALYSIS
2.2.6 MULTIVARIATE MODELLING
2.2.7 TOP TO BOTTOM ANALYSIS
2.2.8 STANDARDS OF MEASUREMENT
2.2.9 VENDOR SHARE ANALYSIS
2.2.10 DATA POINTS FROM KEY PRIMARY INTERVIEWS
2.2.11 DATA POINTS FROM KEY SECONDARY DATABASES
2.3 GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET: RESEARCH SNAPSHOT
2.4 ASSUMPTIONS
3. MARKET OVERVIEW
3.1 DRIVERS
3.2 RESTRAINTS
3.3 OPPORTUNITIES
3.4 CHALLENGES
4. EXECUTIVE SUMMARY
5. PREMIUM INSIGHTS
5.1 PORTER’S FIVE FORCES ANALYSIS
5.2 REGULATORY STANDARDS
5.3 INDUSTRY ANALYSIS & FUTURISTIC SCENARIO
5.4 PENETRATION AND GROWTH POSPECT MAPPING
5.5 NEW BUSINESS AND EMERGING BUSINESS'S REVENUE OPPORTUNITIES
5.6 TECHNOLOGY ANALYSIS
5.6.1 KEY TECHNOLOGIES
5.6.2 COMPLEMENTARY TECHNOLOGIES
5.6.3 ADJACENT TECHNOLOGIES
5.7 TECHNOLOGY MATRIX
5.8 CHALLENGES
5.9 INHOUSE IMPLEMENTATION/OUTSOURCED (THIRD PARTY) IMPLEMENTATION
5.9.1 CUSTOMER BASE
5.9.2 SERVICE POSITIONING
5.9.3 CUSTOMER FEEDBACK/RATING (B2B OR B2C)
5.9.4 APPLICATION REACH
5.9.5 SERVICE PLATFORM MATRIX
6. COMPANY COMPARATIVE ANALYSIS
7. COMPANY SERVICE PLATFORM MATRIX
7.1 USED CASES & ITS ANALYSIS
7.2 PRICING ANALYSIS BASED ON SALES, MARKETING & CUSTOMER SERVICE
8. GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, BY OFFERING
8.1 OVERVIEW
8.2 SOLUTION
8.2.1 BY TYPE
8.2.1.1. OUTSOURCED SOLUTIONS
8.2.1.2. OFF-THE-SHELF SOLUTIONS
8.2.1.3. CUSTOM SOFTWARE
8.2.1.4. MANAGED SOLUTION
8.2.2 BY APPLICATION
8.2.2.1. CONTACT MANAGEMENT
8.2.2.2. SALES MANAGEMENT
8.2.2.3. WORKFLOW AUTOMATION
8.2.2.4. LEAD MANAGEMENT
8.2.2.5. HUMAN RESOURCE MANAGEMENT (HRM)
8.2.2.6. PIPELINE MANAGEMENT
8.2.2.7. EMAIL MANAGEMENT
8.2.2.8. OTHERS
8.2.2.9. OTHERS
8.3 SERVICES
8.3.1 PROFESSIONAL SERVICES
8.3.1.1. CONSULTING & TRAINING
8.3.1.2. IMPLEMENTATION & INTEGRATION
8.3.1.3. SUPPORT & MAINTENANCE
8.3.2 MANAGED SERVICES
8.4 SOFTWARE
8.4.1 COLLABORATIVE CRM
8.4.1.1. TYPE
8.4.1.1.1. CONTACT MANAGEMENT
8.4.1.1.2. CHANNEL MANAGEMENT
8.4.1.2. COMPONENTS
8.4.1.2.1. CENTRALIZED CUSTOMER DATABASE
8.4.1.2.2. COMMUNICATION TOOLS
8.4.1.2.3. TASK AND ACTIVITY MANAGEMENT
8.4.1.2.4. DOCUMENT AND FILE SHARING
8.4.1.2.5. WORKFLOW AUTOMATION
8.4.1.2.6. OTHERS
8.4.2 OPERATIONAL CRM
8.4.2.1. COMPONENTS
8.4.2.1.1. MARKETING AUTOMATION
8.4.2.1.2. SALES AUTOMATION
8.4.2.1.3. CUSTOMER SERVICE
8.4.3 ANALYTICAL CRM
9. GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, BY ORGANIZATION SIZE
9.1 OVERVIEW
9.2 SMALL & MEDIUM SIZE ORGANIZATION
9.2.1 BY DEPLOYMENT MODE
9.2.1.1. CLOUD
9.2.1.2. ON-PREMISES
9.2.1.3. HYBRID
9.3 LARGE SIZE ORGANIZATION
9.3.1 BY DEPLOYMENT MODE
9.3.1.1. CLOUD
9.3.1.2. ON-PREMISES
9.3.1.3. HYBRID
10. GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, BY DEPLOYMENT MODE
10.1 OVERVIEW
10.2 CLOUD
10.3 ON-PREMISES
10.4 HYBRID
11. GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, BY CRM TYPE
11.1 OVERVIEW
11.2 SALES CRM
11.3 MARKETING CRM
11.3.1 SOCIAL MARKETING
11.3.2 EMAIL MARKETING
11.3.3 CONTENT MARKETING
11.3.4 OTHERS
11.4 SERVICE CRM
11.5 OTHERS
12. GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, BY DEPLOYMENT ARCHITECTURE
12.1 OVERVIEW
12.2 MULTI-TENANT ARCHITECTURE
12.3 SINGLE-TENANT ARCHITECTURE
13. GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, BY BUSINESS MODEL
13.1 OVERVIEW
13.2 B2B
13.3 B2C
14. GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, BY PRICING MODEL
14.1 OVERVIEW
14.2 FREE PLAN
14.3 SUBSCRIPTION BASED
14.3.1 MONTHLY SUBSCRIPTION
14.3.2 ANNUAL SUBSCRIPTION
15. GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, BY APPLICATION
15.1 OVERVIEW
15.2 CUSTOMER SERVICE
15.2.1 CUSTOMER SUPPORT
15.2.2 INQUIRIES AND ISSUE RESOLUTION
15.2.3 OTHERS
15.3 CUSTOMER EXPERIENCE MANAGEMENT (CXM)
15.3.1 LOYALTY AND RETENTION
15.3.2 LEAD GENERATION
15.3.3 CONVERSIONS
15.4 CRM ANALYTICS
15.5 MARKETING AUTOMATION
15.5.1 EMAIL CAMPAIGNS
15.5.2 CONTENT MANAGEMENT
15.5.3 OTHERS
15.6 SALESFORCE AUTOMATION
15.7 OTHERS
16. GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, BY INDUSTRY VERTICAL
16.1 OVERVIEW
16.2 BFSI
16.2.1 BY OFFERING
16.2.1.1. SOLUTION
16.2.1.2. SERVICES
16.2.1.3. SOFTWARE
16.3 HEALTHCARE
16.3.1 BY OFFERING
16.3.1.1. SOLUTION
16.3.1.2. SERVICES
16.3.1.3. SOFTWARE
16.4 ENERGY AND UTILITY
16.4.1 BY OFFERING
16.4.1.1. SOLUTION
16.4.1.2. SERVICES
16.4.1.3. SOFTWARE
16.5 IT AND TELECOMMUNICATION
16.5.1 BY OFFERING
16.5.1.1. SOLUTION
16.5.1.2. SERVICES
16.5.1.3. SOFTWARE
16.6 RETAIL AND E-COMMERCE
16.6.1 BY OFFERING
16.6.1.1. SOLUTION
16.6.1.2. SERVICES
16.6.1.3. SOFTWARE
16.7 MANUFACTURING
16.7.1 BY OFFERING
16.7.1.1. SOLUTION
16.7.1.2. SERVICES
16.7.1.3. SOFTWARE
16.8 GOVERNMENT AND DEFENSE
16.8.1 BY OFFERING
16.8.1.1. SOLUTION
16.8.1.2. SERVICES
16.8.1.3. SOFTWARE
16.9 MEDIA AND ENTERTAINMENT
16.9.1 BY OFFERING
16.9.1.1. SOLUTION
16.9.1.2. SERVICES
16.9.1.3. SOFTWARE
16.10 OTHERS
17. GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, BY GEOGRAPHY
GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, (ALL SEGMENTATION PROVIDED ABOVE IS REPRESENTED IN THIS CHAPTER BY COUNTRY)
17.1 NORTH AMERICA
17.1.1 U.S.
17.1.2 CANADA
17.1.3 MEXICO
17.2 EUROPE
17.2.1 GERMANY
17.2.2 FRANCE
17.2.3 U.K.
17.2.4 ITALY
17.2.5 SPAIN
17.2.6 RUSSIA
17.2.7 TURKEY
17.2.8 BELGIUM
17.2.9 NETHERLANDS
17.2.10 NORWAY
17.2.11 FINLAND
17.2.12 SWITZERLAND
17.2.13 DENMARK
17.2.14 SWEDEN
17.2.15 POLAND
17.2.16 REST OF EUROPE
17.3 ASIA PACIFIC
17.3.1 JAPAN
17.3.2 CHINA
17.3.3 SOUTH KOREA
17.3.4 INDIA
17.3.5 AUSTRALIA
17.3.6 NEW ZEALAND
17.3.7 SINGAPORE
17.3.8 THAILAND
17.3.9 MALAYSIA
17.3.10 INDONESIA
17.3.11 PHILIPPINES
17.3.12 TAIWAN
17.3.13 VIETNAM
17.3.14 REST OF ASIA PACIFIC
17.4 SOUTH AMERICA
17.4.1 BRAZIL
17.4.2 ARGENTINA
17.4.3 REST OF SOUTH AMERICA
17.5 MIDDLE EAST AND AFRICA
17.5.1 SOUTH AFRICA
17.5.2 EGYPT
17.5.3 SAUDI ARABIA
17.5.4 U.A.E
17.5.5 OMAN
17.5.6 BAHRAIN
17.5.7 ISRAEL
17.5.8 KUWAIT
17.5.9 QATAR
17.5.10 REST OF MIDDLE EAST AND AFRICA
18. GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET,COMPANY LANDSCAPE
18.1 COMPANY SHARE ANALYSIS: GLOBAL
18.2 COMPANY SHARE ANALYSIS: NORTH AMERICA
18.3 COMPANY SHARE ANALYSIS: EUROPE
18.4 COMPANY SHARE ANALYSIS: ASIA PACIFIC
18.5 MERGERS & ACQUISITIONS
18.6 NEW PRODUCT DEVELOPMENT AND APPROVALS
18.7 EXPANSIONS
18.8 REGULATORY CHANGES
18.9 PARTNERSHIP AND OTHER STRATEGIC DEVELOPMENTS
19. GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, SWOT & DBMR ANALYSIS
20. GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, COMPANY PROFILE
20.1 MICROSOFT
20.1.1 COMPANY SNAPSHOT
20.1.2 REVENUE ANALYSIS
20.1.3 PRODUCT PORTFOLIO
20.1.4 RECENT DEVELOPMENT
20.2 SAP
20.2.1 COMPANY SNAPSHOT
20.2.2 REVENUE ANALYSIS
20.2.3
20.2.4 PRODUCT PORTFOLIO
20.2.5 RECENT DEVELOPMENT
20.3 ORACLE
20.3.1 COMPANY SNAPSHOT
20.3.2 REVENUE ANALYSIS
20.3.3 PRODUCT PORTFOLIO
20.3.4 RECENT DEVELOPMENT
20.4 ZOHO CORPORATION PVT. LTD
20.4.1 COMPANY SNAPSHOT
20.4.2 REVENUE ANALYSIS
20.4.3 PRODUCT PORTFOLIO
20.4.4 RECENT DEVELOPMENT
20.5 ACCENTURE
20.5.1 COMPANY SNAPSHOT
20.5.2 REVENUE ANALYSIS
20.5.3 PRODUCT PORTFOLIO
20.5.4 RECENT DEVELOPMENT
20.6 SOLTIUS GLOBAL
20.6.1 COMPANY SNAPSHOT
20.6.2 REVENUE ANALYSIS
20.6.3 PRODUCT PORTFOLIO
20.6.4 RECENT DEVELOPMENT
20.7 ADOBE
20.7.1 COMPANY SNAPSHOT
20.7.2 REVENUE ANALYSIS
20.7.3 PRODUCT PORTFOLIO
20.7.4 RECENT DEVELOPMENT
20.8 CLICKUP
20.8.1 COMPANY SNAPSHOT
20.8.2 REVENUE ANALYSIS
20.8.3 PRODUCT PORTFOLIO
20.8.4 RECENT DEVELOPMENT
20.9 COPPER CRM, INC.
20.9.1 COMPANY SNAPSHOT
20.9.2 REVENUE ANALYSIS
20.9.3 PRODUCT PORTFOLIO
20.9.4 RECENT DEVELOPMENT
20.10 CREATIO
20.10.1 COMPANY SNAPSHOT
20.10.2 REVENUE ANALYSIS
20.10.3 PRODUCT PORTFOLIO
20.10.4 RECENT DEVELOPMENT
20.11 FRESHWORKS INC.
20.11.1 COMPANY SNAPSHOT
20.11.2 REVENUE ANALYSIS
20.11.3 PRODUCT PORTFOLIO
20.11.4 RECENT DEVELOPMENT
20.12 INSIGHTLY INC.
20.12.1 COMPANY SNAPSHOT
20.12.2 REVENUE ANALYSIS
20.12.3 PRODUCT PORTFOLIO
20.12.4 RECENT DEVELOPMENT
20.13 MONDAY.COM
20.13.1 COMPANY SNAPSHOT
20.13.2 REVENUE ANALYSIS
20.13.3 PRODUCT PORTFOLIO
20.13.4 RECENT DEVELOPMENT
20.14 NIMBLE
20.14.1 COMPANY SNAPSHOT
20.14.2 REVENUE ANALYSIS
20.14.3 PRODUCT PORTFOLIO
20.14.4 RECENT DEVELOPMENT
20.15 SALESFORCE.COM, INC.
20.15.1 COMPANY SNAPSHOT
20.15.2 REVENUE ANALYSIS
20.15.3 PRODUCT PORTFOLIO
20.15.4 RECENT DEVELOPMENT
20.16 SUGARCRM INC.
20.16.1 COMPANY SNAPSHOT
20.16.2 REVENUE ANALYSIS
20.16.3 PRODUCT PORTFOLIO
20.16.4 RECENT DEVELOPMENT
20.17 ZENDESK
20.17.1 COMPANY SNAPSHOT
20.17.2 REVENUE ANALYSIS
20.17.3 PRODUCT PORTFOLIO
20.17.4 RECENT DEVELOPMENT
20.18 HEWLETT PACKARD ENTERPRISE DEVELOPMENT LP
20.19 WIPRO
20.20 TATA CONSULTANCY SERVICES LIMITED
20.21 GOOGLE LLC
20.22 COGNIZANT
20.23 INFOSYS LIMITED
20.24 METACRM
20.25 AMAZON WEB SERVICES, INC.
21. CONCLUSION
22. QUESTIONNAIRE
23. RELATED REPORTS
24. ABOUT DATA BRIDGE MARKET RESEARCH
