Global Customer Relationship Management (CRM) Software Industry (PR Newswire)

LONDON, Sept. 7, 2015 /PRNewswire/ — This report analyzes the worldwide markets for Customer Relationship Management (CRM) Software in US$ Million by the following Types: On-Premise CRM, and SaaS CRM. The Global market is further analyzed by the following Functional Areas: Sales Force Automation, Customer Support, Marketing Automation, and e-commerce. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2014 through 2020. Also, a five-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 188 companies including many key and niche players such as –

Adapt Software Applications, Inc.Adobe Systems IncorporatedAmdocs, Inc.Aplicor, Inc.Aptean

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I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

Study Reliability and Reporting Limitations I-1

Disclaimers I-2

Data Interpretation & Reporting Level I-2

Quantitative Techniques & Analytics I-3

Product Definitions and Scope of Study I-3

By Functional Area I-4

Sales-Force Automation I-4

Marketing Automation I-4

Service Automation I-4

By Delivery Type I-4

On-Premise CRM I-4

Software-as-a-Service (SaaS) CRM I-5

II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW II-1

Customer Relationship Management (CRM) – An Introductory Prelude II-1

CRM Software – The Key Enabler of an Efficient CRM Strategy II-2

Key Benefits Encouraging CRM Software Deployments among

Enterprises Ranked by Importance Attached by Enterprises II-3

Key Business Applications Targeted for CRM Software over the

Next Few Years Ranked by Priority Attached by Enterprises II-3

Customer-Centric Operations Drives Increased Spending on CRM

Software II-3

Fairly Resilient Against Periods of Economic Slowdown II-4

Factors that Make CRM a Sensible Investment in a Weak Economy II-4

Low Cost SaaS CRM Model – Best Bet for Enterprises II-5

Outlook II-6

Developed Nations – Lead CRM Adoption II-6

Developing Markets to Drive Future Growth II-7

Customer Services & Support Made Easy with CRM Software II-7

SaaS CRM to Garner Greater Share of Enterprise Spending II-8

‘Cloud Technology’: Optimally Positioned to Deliver CRM

Software On-Demand II-8

Cloud Based SaaS CRM: The New Paradigm for Low-Cost CRM Strategy II-9

SMBs – The Most Lucrative Consumer Cluster for SaaS CRM II-9

Sales Force Automation Software – The Traditional Revenue

Contributor II-10

SFA for Efficient Sales Forecasting – A Key Business Scenario II-11

Marketing Automation Software Continues to Grow in Prominence II-12

CRM Software – Facilitating Effectiveness of Loyalty Programs II-12

E-Commerce to Witness Accelerated Growth II-13

Growing Functional IT Budgets – Potential in Store II-13

Still Plenty of Room to Grow II-14

Table 1: World CRM Software Market (2014): Adoption Rates

Measured as Percentage Share of Companies Adopting CRM

Software in Select End-Use Sectors (includes corresponding

Graph/Chart) II-14

2. NOTEWORTHY TRENDS, GROWTH DRIVERS & ISSUES II-15Traditional CRM Software Gives Way to New Age Software Solutions II-15Table 2: Global CRM Software Market (2000 & 2014): PercentageShare Breakdown of Revenue by Software Generation (includescorresponding Graph/Chart) II-15Enterprises Aim to Integrate Big Data Capability into CRM II-15Integration of Analytics with CRM: An Emerging Trend II-16Cloud Customization Picking Up Momentum II-17Social CRM Grows in Popularity II-17Opportunity Indicators II-19Table 3: World Penetration Rates (%) and Number of Users ofInternet and Social Networks (includes correspondingGraph/Chart) II-19

Table 4: World Social Media Penetration Rates (%) by Region

( Feb 2015) (includes corresponding Graph/Chart) II-20

Companies Integrate CRM with ERP to Improve Sales Effectiveness II-20

Online CRM Systems Save Costs II-20

CRM and Telephony Services Integration to Improve Quality of

Customer Service Operations II-21

Mobile CRM to Lend Traction to CRM Software Market II-21

Growing Popularity of Mobile SFA – A Case in Point II-22

Developments in Mobile Internet Technologies Take Mobile CRM

Solutions a Step Further II-22

Opportunity Indicators for Mobile CRM II-23

Table 5: Global Workforce Population (2009 & 2014):

Percentage Share Breakdown of Employees by Nature of Work

(includes corresponding Graph/Chart) II-23

Table 6: Global Mobile Workforce Population (2009 & 2014):Breakdown of Number of Mobile Employees in Million byRegion/Country (includes corresponding Graph/Chart) II-24

Table 7: Global Mobile Workforce Population (2014):

Penetration of Mobile Employees by Region/Country (includes

corresponding Graph/Chart) II-24

Retail Sector – Drives Significant Gains in the CRM Market II-25

Growth in Telecom Sector in Near Future II-25

Banking & Financial Services Enterprises Prioritize CRM Adoption II-25

Insurance Agencies Seek CRM Capability for Effective

Collaboration II-26

CRM Software Gains Prominence in Life Sciences Sector II-27

Demand for CRM Software Soars in Hospitality Sector II-28

Real Estate Enterprises Prefer Software-Enabled CRM Strategy II-28

3. COMPETITIVE SCENARIO II-30Consolidation Continues to Define the CRM Landscape II-30Select M&A Deals in the CRM Market in 2013-2014 II-31Market Share Analysis II-32Market Share Findings: II-32Table 8: Leading Players in the Global CRM Software Market(2014): Percentage Share Breakdown of Revenues forMicrosoft, Oracle, Salesforce.com, SAP and Others (includescorresponding Graph/Chart) II-32

Table 9: Leading Players in the Global Sales Automation CRM

Market (2014): Percentage Share Breakdown of Revenues for

Microsoft, Oracle, Salesforce.com, SAP and Others (includes

corresponding Graph/Chart) II-33

Table 10: Leading Players in the Global Customer Service &Support CRM Market (2014): Percentage Share Breakdown ofRevenues for Microsoft, Oracle, Salesforce.com, SAP andOthers (includes corresponding Graph/Chart) II-33

Table 11: Leading Players in the Global Marketing Automation

CRM Market (2014): Percentage Share Breakdown of Revenues

for Adobe, Oracle, Salesforce.com, SAP, SAS Institute and

Others (includes corresponding Graph/Chart) II-33

Table 12: Leading Players in the Global Life Sciences CRMMarket (2014): Percentage Share Breakdown of Revenues forCedegim, Oracle, Veeva and Others (includes correspondingGraph/Chart) II-34Key Issues & Challenges II-34Lower User Adoption II-34High Failure Rates II-34Software Complexity II-34Data Security Concerns II-35Answering Data Security Concerns – A High Priority forEnterprises & Software Vendors II-35

4. PRODUCT OVERVIEW II-36

What is Customer Relationship Management (CRM)? II-36

Evolution of CRM II-36

First-Generation CRM II-37

Second-Generation CRM II-37

Third-Generation CRM II-37

Major CRM Constituencies II-38

Enterprises II-38

Customers and Partners II-38

CRM Software Vendors II-38

CRM Application Service Providers II-38

CRM Hardware and Infrastructure Vendors II-38

Management Consultants II-38

Types of CRM II-38

Based on Components II-38

Operational II-38

Sales-Force Automation II-39

Marketing Automation II-39

Service Automation II-40

Collaborative II-40

Customer Interaction Center II-40

Internet and eCRM II-40

Contact Management II-40

Analytical II-41

Sales Analysis II-41

Marketing Analysis II-41

Service Analysis II-41

Strategic II-41

Based on Deployment Options II-41

On-Premise II-42

Vendor-Managed On-Premise II-42

Software-as-a-Service (SaaS) CRM II-42

Multi-Tenant Software-as-a-Service II-42

Single-Tenant Software-as-a-Service II-43

Hybrid II-43

Open Source II-43

Key Factors to be Considered Prior to Selecting an Appropriate

CRM Deployment II-44

Benefits II-45

Potential Disadvantages of CRM Implementations II-45

Common Misconceptions Associated with CRM II-46

Application of CRM in Select End-Use Sectors II-47

Automotive II-47

Consumer Goods II-47

High-Tech II-47

Banks II-47

Insurance II-48

Life Sciences II-48

Healthcare II-48

Biotech II-48

Higher Education II-49

Hospitality II-49

Real Estate II-49

Utilities II-49

Non-Profit Organizations II-50

5. PRODUCT LAUNCHES/INTRODUCTIONS II-51AvePoint to Showcase New CRM Solutions II-51Zoho Rolls Out New Zoho CRM Free Edition II-51mGage Unveils New Campaign Management and Analytics Platform II-51NetSuite Unveils NetSuite BPO Partner Program II-51Zoho Upgrades Zoho CRM with the Inclusion of Zoho CRM forGoogle AdWords II-51Zoho Rolls Out Zoho CRM Plus II-52Pipeliner CRM Unveils New Version of Pipeliner CRM Software II-52Amdocs Unveils Amdocs CES 9 Suite for Customer Experience II-52Galigeo Introduces New Galigeo-for-CRM Location IntelligenceSoftware Solution II-52WorkWise Introduces CRM Mobile-Equipped OnContact CRM 7.6 II-52ScottCare to Unveil OneView™ CRM 4.0 Software II-52Veeva Systems Unveils Cloud-based Veeva Network II-53Veeva Systems Unveils New CLM and CRM Solution Designed forUse on Windows 8 Operating System II-53iYogi Announces Introduction of Digital Services Cloud CRMSolution II-53StayinFront to Showcase Fact-based and Cloud-based Solutions II-53SugarCRM Introduces New Managed Sugar Private Cloud Solution II-53InsideView® Announces Integration of SAP Customer OnDemand andSAP® CRM with InsideView CRM Sales Intelligence Solution II-54Ntractive Launches Elements CRM 5.0 Solution II-54Demand Advantage Launches Auto Shop Advantage System II-54SutiSoft Unveils SutiCRM 6.0.3 CRM II-54One E Systems Introduces 1ESystems Cloud-based IntegratedAutomation Platform II-54Dominion Dealer Solutions Launches Web-based Dominion CRMPlatform II-54Salesforce.com Unveils Salesforce Company Communities II-55Salesforce.com Unveils Salesforce Social.com™ SocialAdvertising Application II-55Salesforce.com Unveils Salesforce Chatter CRM II-55Oracle Introduces Oracle RightNow Cloud Service II-55Oracle Partners Develop Oracle Accelerate Solutions II-55Infor Launches Cloud Version of Epiphany Interaction Advisor II-55Avaya Unveils Outbound Contact Express CRM Solution II-56OnviSource Announces Availability of OnviCenter Range throughAvaya II-56HP Enterprise Services Unveils HP Customer Engagement as aService II-56Avaya Introduces New Analytics and Customer Interaction Solutions II-56AvePoint Unveils Microsoft Dynamics CRM Product Range II-56SalesFUSION Introduces New Version of SalesFUSION 360 for SageCRM II-56Aptean Rolls Out Saratoga 6.8.1 II-57Cegedim Relationship Management Unveils New Version ofOrganization Manager II-57Resco Rolls Outy New Extra Modules for Resco Mobile CRM II-57Epicor Software Launches Epicor Retail CRM 7.0 II-57HomeFront Software to Unveil CRM Software for Home Builders II-57Sales Simplicity Software Unveils CRM System II-57AMC Technology to Introduce Contact Canvas 2013 Winter Release II-58Swiftpage Introduces Saleslogix Mobile Solution II-58Salesforce.com Introduces Salesforce Communities II-58Aptean Launches Onyx 7.4 CRM Solution II-58SugarCRM Launches CRM App for iOS Devices II-58Cincom Systems Enhances Cincom Acquire® Integration withMicrosoft Dynamics® CRM II-58SplendidCRM Software Launches SplendidCRM Version 7.1 II-59Zoho Introduces New Upgrades for Zoho CRM II-59Statera Introduces New Customer Relationship Management System II-59Converge Enterprise to Introduce Beta Version of ConvergeEnterprise CRM Platform II-59Zurmo Unveils Zurmo 1.5 CRM II-59CWR Mobility Introduces Mobile First Initiative II-59Commence Launches New Version of its CRM Software II-60Soffront Software Introduces CRM Solution for BusinessCoaching Industry II-60Specialty Data Systems Introduces SDS CRM for Broadcasters II-60Cegedim Relationship Management Rolls Out Mobile Intelligence9 CRM Solution II-60CTG and Engage One to Introduce CRM Solution forPharmaceutical Industry II-60WorldWideMarkets Unveils IB Explorer CRM II-60Access UK Launches aCloud CRM SaaS Platform II-61Acidaes Solutions Upgrades CRMnext Mailing List Functionality II-61CRMnext Introduces Strategy Consonants Functionality II-61SmartRx Launches Customer Relationship Management Solutionsfor Healthcare Providers II-61CRMnext Launches Workspaces Module File Repository II-61

6. RECENT INDUSTRY ACTIVITY II-62

Edgewater Technology Acquires Zero2Ten II-62

SugarCRM Acquires Stitch II-62

Veeva Systems to Implement Multichannel CRM for GSK II-62

Microsoft Dynamics Selects InsideSales.com As Global

Independent Solutions Vendor Partner II-62

T-Systems Commences SugarCRM Software Hosting Service in Germany II-62

Infor Takes Over Saleslogix from Swiftpage II-62

IMS Health to acquire Cegedim’s CRM Business II-63

SYNNEX Takes Over IBM’s CRM Business II-63

Microsoft Dynamics CRM to Takeover Parature II-63

Salesforce Takes Over RelateIQ II-63

NetSuite to Provide NetSuite SuiteCommerce to Cleaner’s Supply II-63

Salesforce.com Joins Hands with Omnicom Group II-63

Cegedim Relationship Management Bags New Contract from Pernix

Therapeutics II-63

Infor Makes Significant Investments in Infor CRM II-64

VetAdvisor Selects SugarCRM II-64

SugarCRM Teams Up with Dun & Bradstreet II-64

ImmobilienScout24 Takes Over FLOWFACT II-64

Salesforce.com Takes Over ExactTarget II-64

Leading CRM Experts Consortium Establishes Access 2 Insight II-64

Salesnet® Replaces Existing Communication Manager with

Microsoft Word Add-In in Salesnet CRM Solution II-65

EnablePath Secures GOLD PARTNER Status from Salesforce.com II-65

NextPrinciples Implements Insight-To-Action CRM Platform for

New Clients II-65

Microsoft Announces Integration of MarketingPilot with

Dynamics CRM II-65

Fundly Enters into Partnership with Bloomerang II-65

IMS Health Acquires 360 Vantage II-65

Trulia to Take Over Market Leader II-66

Backstop Solutions Group Takes Over PerTrac CMS Product Line

from eVestment II-66

Epicom and Easy Solutions Enter into Partnership for Launch of

SugarCRM Hosting Platform II-66

Edgewater Fullscope Acquires TPM Software Intellectual Property II-66

IMS Health Takes Over Appature II-66

Sonoma Partners Snaps Up Salesforce.com Consulting Division

from Technology Services Group II-66

Protection 1 Acquires Certain Pinnacle Security Assets II-67

Yodle Takes Over Lighthouse Practice Management Group II-67

TOA Technologies Renews Global Partnership with Amdocs II-67

NetSuite Takes Over Retail Anywhere II-67

Infor Acquires TDCI II-67

Infor Acquires CERTPOINT Systems II-67

SteelHouse Enters into Partnership with LiveRamp II-68

InvisibleCRM and SAP Ink OEM Agreement II-68

InsideView® Integrates InsideView CRM Sales Intelligence

Platform with SAP Software Products II-68

Consona Merges with CDC Software to Establish Aptean II-68

Maximizer Software Inks Agreement with Hubspot II-68

ADS DataSystems Takes Over THINQ Business Solutions II-68

SAP to Takeover hybris II-69

SAP to Take Over Ticket-Web II-69

Sage Pay Enters into Collaboration with Enbu Consulting for

Sage CRM Integration II-69

Swiftpage Acquires Saleslogix and Sage Act! CRM Businesses

from The Sage Group II-69

Advanced Computer Software Group Purchases Computer Software

Holdings II-69

Microsoft Takes Over Netbreeze II-69

CWR Mobility Enters into Partnership with Industrial Software II-70

eFuture Information Technology Signs Agreement with Guofang Group II-70

Wherescape Enters into Partnership with Path ITTS for

WhereScape 3D and WhereScape RED II-70

Amadeus IT Holding Takes Over Hitit Loyalty from Hitit

Computer Services II-70

7. FOCUS ON SELECT GLOBAL PLAYERS II-71Adapt Software Applications, Inc. (US) II-71Adobe Systems Incorporated (US) II-71Amdocs, Inc. (US) II-71Aplicor, Inc. (US) II-71Aptean (US) II-72Cegedim (US) II-72Concursive Corporation (US) II-73Convergys Corp. (US) II-73Huawei Technologies Co., Ltd. ( China) II-73Infor Global Solutions, Inc. (US) II-74Maximizer Software, Inc. ( Canada) II-74Microsoft Corporation (US) II-74NetSuite, Inc. (US) II-75Oracle Corp. (US) II-75The Sage Group plc (UK) II-75Salesforce.com, Inc. (US) II-76SAP AG ( Germany) II-76SAS Institute, Inc. (US) II-76Selligent SA ( Belgium) II-77SplendidCRM Software, Inc. (US) II-77SugarCRM, Inc. (US) II-77SYNNEX Corporation (US) II-77Vtiger (US) II-78WebCRM ( Denmark) II-78ZOHO Corporation (US) II-79

8. GLOBAL MARKET PERSPECTIVE II-80

Table 13: World Recent Past, Current and Future Analysis for

Customer Relationship Management (CRM) Software by Geographic

Region – US, Canada, Japan, Europe, Asia-Pacific (excluding

Japan), Latin America, and Rest of World Markets Independently

Analyzed with Annual Revenues in US$ Million for Years 2014

through 2020 (includes corresponding Graph/Chart) II-80

Table 14: World Historic Review for Customer RelationshipManagement (CRM) Software by Geographic Region – US, Canada,Japan, Europe, Asia-Pacific (excluding Japan), Latin America,and Rest of World Markets Independently Analyzed with AnnualRevenues in US$ Million for Years 2009 through 2013 (includescorresponding Graph/Chart) II-81

Table 15: World 12-Year Perspective for Customer Relationship

Management (CRM) Software by Geographic Region – Percentage

Breakdown of Revenues for US, Canada, Japan, Europe,

Asia-Pacific (excluding Japan), Latin America, and Rest of

World Markets for Years 2009, 2015, and 2020 (includes

corresponding Graph/Chart) II-82

Table 16: World Recent Past, Current and Future Analysis forCustomer Relationship Management (CRM) Software by FunctionalArea – Sales Force Automation, Customer Support, MarketingAutomation and e-commerce Independently Analyzed with AnnualRevenues in US$ Million for Years 2014 through 2020 (includescorresponding Graph/Chart) II-83

Table 17: World Historic Review for Customer Relationship

Management (CRM) Software by Functional Area – Sales Force

Automation, Customer Support, Marketing Automation and

e-commerce Independently Analyzed with Annual Revenues in US$

Million for Years 2009 through 2013 (includes corresponding

Graph/Chart) II-84

Table 18: World 12-Year Perspective for Customer RelationshipManagement (CRM) Software by Functional Area – PercentageBreakdown of Revenues for Sales Force Automation, CustomerSupport, Marketing Automation and e-commerce for Years 2009,2015, and 2020 (includes corresponding Graph/Chart) II-85

Table 19: World Recent Past, Current and Future Analysis for

On-Premise CRM Software by Geographic Region – US, Canada,

Japan, Europe, Asia-Pacific (excluding Japan), Latin America,

and Rest of World Markets Independently Analyzed with Annual

Revenues in US$ Million for Years 2014 through 2020 (includes

corresponding Graph/Chart) II-86

Table 20: World Historic Review for On-Premise CRM Software byGeographic Region – US, Canada, Japan, Europe, Asia-Pacific(excluding Japan), Latin America, and Rest of World MarketsIndependently Analyzed with Annual Revenues in US$ Million forYears 2009 through 2013 (includes corresponding Graph/Chart) II-87

Table 21: World 12-Year Perspective for On-Premise CRM

Software by Geographic Region – Percentage Breakdown of

Revenues for US, Canada, Japan, Europe, Asia-Pacific

(excluding Japan), Latin America, and Rest of World Markets

for Years 2009, 2015, and 2020 (includes corresponding

Graph/Chart) II-88

Table 22: World Recent Past, Current and Future Analysis forSaaS CRM Software by Geographic Region – US, Canada, Japan,Europe, Asia-Pacific (excluding Japan), Latin America, andRest of World Markets Independently Analyzed with AnnualRevenues in US$ Million for Years 2014 through 2020 (includescorresponding Graph/Chart) II-89

Table 23: World Historic Review for SaaS CRM Software by

Geographic Region – US, Canada, Japan, Europe, Asia-Pacific

(excluding Japan), Latin America, and Rest of World Markets

Independently Analyzed with Annual Revenues in US$ Million for

Years 2009 through 2013 (includes corresponding Graph/Chart) II-90

Table 24: World 12-Year Perspective for SaaS CRM Software byGeographic Region – Percentage Breakdown of Revenues for US,Canada, Japan, Europe, Asia-Pacific (excluding Japan), LatinAmerica, and Rest of World Markets for Years 2009, 2015, and2020 (includes corresponding Graph/Chart) II-91III. MARKET

1. THE UNITED STATES III-1

A.Market Analysis III-1

Outlook III-1

Mobile CRM Gains Pace III-1

Table 25: US Mobile Worker Population (2014): Percentage

Breakdown of Number of Mobile Workers by Nature of Work –

Mobile Office, Mobile Non-Office, & Mobile Home Based

(includes corresponding Graph/Chart) III-2

US Real Estate Enterprises Prefer CRM III-2

CRM Software Comes Handy to Treatment Centers III-3

Market Share Findings III-3

Table 26: Leading Players in the US CRM Market (2014):

Percentage Share Breakdown of Revenues for Microsoft,

Oracle, Salesforce, SAP and Others (includes corresponding

Graph/Chart) III-3

Product Launches III-4

Strategic Corporate Developments III-13

Select Players III-19

B.Market Analytics III-25

Table 27: US Recent Past, Current and Future Analysis for

Customer Relationship Management (CRM) Software by Type –

On-Premise CRM and SaaS CRM Independently Analyzed with

Annual Revenues in US$ Thousand for Years 2014 through 2020

(includes corresponding Graph/Chart) III-25

Table 28: US Historic Review for Customer RelationshipManagement (CRM) Software by Type – On-Premise CRM and SaaSCRM Independently Analyzed with Annual Revenues in US$Thousand for Years 2009 through 2013 (includes correspondingGraph/Chart) III-26

Table 29: US 12-Year Perspective for Customer Relationship

Management (CRM) Software by Type – Percentage Breakdown of

Revenues for On-Premise CRM and SaaS CRM for Years 2009,

2015, and 2020 (includes corresponding Graph/Chart) III-27

2. CANADA III-28A.Market Analysis III-28Outlook III-28Product Launch III-28Strategic Corporate Developments III-28Maximizer Software, Inc. – A Major Canadian Player III-29B.Market Analytics III-29Table 30: Canadian Recent Past, Current and Future Analysisfor Customer Relationship Management (CRM) Software by Type -On-Premise CRM and SaaS CRM Independently Analyzed withAnnual Revenues in US$ Thousand for Years 2014 through 2020(includes corresponding Graph/Chart) III-29

Table 31: Canadian Historic Review for Customer Relationship

Management (CRM) Software by Type – On-Premise CRM and SaaS

CRM Independently Analyzed with Annual Revenues in US$

Thousand for Years 2009 through 2013 (includes corresponding

Graph/Chart) III-30

Table 32: Canadian 12-Year Perspective for CustomerRelationship Management (CRM) Software by Type – PercentageBreakdown of Revenues for On-Premise CRM and SaaS CRM forYears 2009, 2015, and 2020 (includes correspondingGraph/Chart) III-31

3. JAPAN III-32

A.Market Analysis III-32

Outlook III-32

B.Market Analytics III-32

Table 33: Japanese Recent Past, Current and Future Analysis

for Customer Relationship Management (CRM) Software by Type –

On-Premise CRM and SaaS CRM Independently Analyzed with

Annual Revenues in US$ Thousand for Years 2014 through 2020

(includes corresponding Graph/Chart) III-32

Table 34: Japanese Historic Review for Customer RelationshipManagement (CRM) Software by Type – On-Premise CRM and SaaSCRM Independently Analyzed with Annual Revenues in US$Thousand for Years 2009 through 2013 (includes correspondingGraph/Chart) III-33

Table 35: Japanese 12-Year Perspective for Customer

Relationship Management (CRM) Software by Type – Percentage

Breakdown of Revenues for On-Premise CRM and SaaS CRM for

Years 2009, 2015, and 2020 (includes corresponding

Graph/Chart) III-34

4. EUROPE III-35A.Market Analysis III-35Outlook III-35B.Market Analytics III-36Table 36: European Recent Past, Current and Future Analysisfor Customer Relationship Management (CRM) Software byGeographic Region – France, Germany, Italy, UK, Spain,Russia, and Rest of Europe Markets Independently Analyzedwith Annual Revenues in US$ Thousand for Years 2014 through2020 (includes corresponding Graph/Chart) III-36

Table 37: European Historic Review for Customer Relationship

Management (CRM) Software by Geographic Region – France,

Germany, Italy, UK, Spain, Russia, and Rest of Europe

Markets Independently Analyzed with Annual Revenues in US$

Thousand for Years 2009 through 2013 (includes corresponding

Graph/Chart) III-37

Table 38: European 12-Year Perspective for CustomerRelationship Management (CRM) Software by Geographic Region -Percentage Breakdown of Revenues for France, Germany,Italy, UK, Spain, Russia, and Rest of Europe Markets forYears 2009, 2015, and 2020 (includes correspondingGraph/Chart) III-38

Table 39: European Recent Past, Current and Future Analysis

for Customer Relationship Management (CRM) Software by Type –

On-Premise CRM and SaaS CRM Independently Analyzed with

Annual Revenues in US$ Thousand for Years 2014 through 2020

(includes corresponding Graph/Chart) III-39

Table 40: European Historic Review for Customer RelationshipManagement (CRM) Software by Type – On-Premise CRM and SaaSCRM Independently Analyzed with Annual Revenues in US$Thousand for Years 2009 through 2013 (includes correspondingGraph/Chart) III-40

Table 41: European 12-Year Perspective for Customer

Relationship Management (CRM) Software by Type – Percentage

Breakdown of Revenues for On-Premise CRM and SaaS CRM for

Years 2009, 2015, and 2020 (includes corresponding

Graph/Chart) III-41

4a. FRANCE III-42A.Market Analysis III-42Outlook III-42Market Scenario III-42Strategic Corporate Developments III-42B.Market Analytics III-43Table 42: French Recent Past, Current and Future Analysisfor Customer Relationship Management (CRM) Software by Type -On-Premise CRM and SaaS CRM Independently Analyzed withAnnual Revenues in US$ Thousand for Years 2014 through 2020(includes corresponding Graph/Chart) III-43

Table 43: French Historic Review for Customer Relationship

Management (CRM) Software by Type – On-Premise CRM and SaaS

CRM Independently Analyzed with Annual Revenues in US$

Thousand for Years 2009 through 2013 (includes corresponding

Graph/Chart) III-44

Table 44: French 12-Year Perspective for CustomerRelationship Management (CRM) Software by Type – PercentageBreakdown of Revenues for On-Premise CRM and SaaS CRM forYears 2009, 2015, and 2020 (includes correspondingGraph/Chart) III-45

4b. GERMANY III-46

A.Market Analysis III-46

Outlook III-46

Market Overview III-46

Strategic Corporate Developments III-46

SAP AG – A Major German Player III-47

B.Market Analytics III-48

Table 45: German Recent Past, Current and Future Analysis

for Customer Relationship Management (CRM) Software by Type –

On-Premise CRM and SaaS CRM Independently Analyzed with

Annual Revenues in US$ Thousand for Years 2014 through 2020

(includes corresponding Graph/Chart) III-48

Table 46: German Historic Review for Customer RelationshipManagement (CRM) Software by Type – On-Premise CRM and SaaSCRM Independently Analyzed with Annual Revenues in US$Thousand for Years 2009 through 2013 (includes correspondingGraph/Chart) III-49

Table 47: German 12-Year Perspective for Customer

Relationship Management (CRM) Software by Type – Percentage

Breakdown of Revenues for On-Premise CRM and SaaS CRM for

Years 2009, 2015, and 2020 (includes corresponding

Graph/Chart) III-50

4c. ITALY III-51A.Market Analysis III-51Outlook III-51B.Market Analytics III-51Table 48: Italian Recent Past, Current and Future Analysisfor Customer Relationship Management (CRM) Software by Type -On-Premise CRM and SaaS CRM Independently Analyzed withAnnual Revenues in US$ Thousand for Years 2014 through 2020(includes corresponding Graph/Chart) III-51

Table 49: Italian Historic Review for Customer Relationship

Management (CRM) Software by Type – On-Premise CRM and SaaS

CRM Independently Analyzed with Annual Revenues in US$

Thousand for Years 2009 through 2013 (includes corresponding

Graph/Chart) III-52

Table 50: Italian 12-Year Perspective for CustomerRelationship Management (CRM) Software by Type – PercentageBreakdown of Revenues for On-Premise CRM and SaaS CRM forYears 2009, 2015, and 2020 (includes correspondingGraph/Chart) III-53

4d. THE UNITED KINGDOM III-54

A.Market Analysis III-54

Outlook III-54

Industry Outlook III-54

Product Launches III-54

Strategic Corporate Developments III-55

The Sage Group plc – A Major UK Player III-55

B.Market Analytics III-56

Table 51: UK Recent Past, Current and Future Analysis for

Customer Relationship Management (CRM) Software by Type –

On-Premise CRM and SaaS CRM Independently Analyzed with

Annual Revenues in US$ Thousand for Years 2014 through 2020

(includes corresponding Graph/Chart) III-56

Table 52: UK Historic Review for Customer RelationshipManagement (CRM) Software by Type – On-Premise CRM and SaaSCRM Independently Analyzed with Annual Revenues in US$Thousand for Years 2009 through 2013 (includes correspondingGraph/Chart) III-57

Table 53: UK 12-Year Perspective for Customer Relationship

Management (CRM) Software by Type – Percentage Breakdown of

Revenues for On-Premise CRM and SaaS CRM for Years 2009,

2015, and 2020 (includes corresponding Graph/Chart) III-58

4e. SPAIN III-59A.Market Analysis III-59Outlook III-59B.Market Analytics III-59Table 54: Spanish Recent Past, Current and Future Analysisfor Customer Relationship Management (CRM) Software by Type -On-Premise CRM and SaaS CRM Independently Analyzed withAnnual Revenues in US$ Thousand for Years 2014 through 2020(includes corresponding Graph/Chart) III-59

Table 55: Spanish Historic Review for Customer Relationship

Management (CRM) Software by Type – On-Premise CRM and SaaS

CRM Independently Analyzed with Annual Revenues in US$

Thousand for Years 2009 through 2013 (includes corresponding

Graph/Chart) III-60

Table 56: Spanish 12-Year Perspective for CustomerRelationship Management (CRM) Software by Type – PercentageBreakdown of Revenues for On-Premise CRM and SaaS CRM forYears 2009, 2015, and 2020 (includes correspondingGraph/Chart) III-61

4f. RUSSIA III-62

A.Market Analysis III-62

Outlook III-62

Market Overview III-62

B.Market Analytics III-63

Table 57: Russian Recent Past, Current and Future Analysis

for Customer Relationship Management (CRM) Software by Type –

On-Premise CRM and SaaS CRM Independently Analyzed with

Annual Revenues in US$ Thousand for Years 2014 through 2020

(includes corresponding Graph/Chart) III-63

Table 58: Russian Historic Review for Customer RelationshipManagement (CRM) Software by Type – On-Premise CRM and SaaSCRM Independently Analyzed with Annual Revenues in US$Thousand for Years 2009 through 2013 (includes correspondingGraph/Chart) III-64

Table 59: Russian 12-Year Perspective for Customer

Relationship Management (CRM) Software by Type – Percentage

Breakdown of Revenues for On-Premise CRM and SaaS CRM for

Years 2009, 2015, and 2020 (includes corresponding

Graph/Chart) III-65

4g. REST OF EUROPE III-66A.Market Analysis III-66Outlook III-66Strategic Corporate Developments III-66Select Players III-66B.Market Analytics III-68Table 60: Rest of Europe Recent Past, Current and FutureAnalysis for Customer Relationship Management (CRM) Softwareby Type – On-Premise CRM and SaaS CRM Independently Analyzedwith Annual Revenues in US$ Thousand for Years 2014 through2020 (includes corresponding Graph/Chart) III-68

Table 61: Rest of Europe Historic Review for Customer

Relationship Management (CRM) Software by Type – On-Premise

CRM and SaaS CRM Independently Analyzed with Annual Revenues

in US$ Thousand for Years 2009 through 2013 (includes

corresponding Graph/Chart) III-69

Table 62: Rest of Europe 12-Year Perspective for CustomerRelationship Management (CRM) Software by Type – PercentageBreakdown of Revenues for On-Premise CRM and SaaS CRM forYears 2009, 2015, and 2020 (includes correspondingGraph/Chart) III-70

5. ASIA-PACIFIC III-71

A.Market Analysis III-71

Outlook III-71

The Fastest Growing Regional Market III-71

B.Market Analytics III-72

Table 63: Asia-Pacific Recent Past, Current and Future

Analysis for Customer Relationship Management (CRM) Software

by Geographic Region – Australia, China, India, South Korea,

and Rest of Asia-Pacific Markets Independently Analyzed with

Annual Revenues in US$ Thousand for Years 2014 through 2020

(includes corresponding Graph/Chart) III-72

Table 64: Asia-Pacific Historic Review for CustomerRelationship Management (CRM) Software by Geographic Region – Australia, China, India, South Korea, and Rest ofAsia-Pacific Markets Independently Analyzed with AnnualRevenues in US$ Thousand for Years 2009 through 2013(includes corresponding Graph/Chart) III-73

Table 65: Asia-Pacific 12-Year Perspective for Customer

Relationship Management (CRM) Software by Geographic Region –

Percentage Breakdown of Revenues for Australia, China,

India, South Korea, and Rest of Asia-Pacific Markets for

Years 2009, 2015, and 2020 (includes corresponding

Graph/Chart) III-74

Table 66: Asia-Pacific Recent Past, Current and FutureAnalysis for Customer Relationship Management (CRM) Softwareby Type – On-Premise CRM and SaaS CRM Independently Analyzedwith Annual Revenues in US$ Thousand for Years 2014 through2020 (includes corresponding Graph/Chart) III-75

Table 67: Asia-Pacific Historic Review for Customer

Relationship Management (CRM) Software by Type – On-Premise

CRM and SaaS CRM Independently Analyzed with Annual Revenues

in US$ Thousand for Years 2009 through 2013 (includes

corresponding Graph/Chart) III-76

Table 68: Asia-Pacific 12-Year Perspective for CustomerRelationship Management (CRM) Software by Type – PercentageBreakdown of Revenues for On-Premise CRM and SaaS CRM forYears 2009, 2015, and 2020 (includes correspondingGraph/Chart) III-77

5a. AUSTRALIA III-78

A.Market Analysis III-78

Outlook III-78

B.Market Analytics III-78

Table 69: Australian Recent Past, Current and Future

Analysis for Customer Relationship Management (CRM) Software

by Type – On-Premise CRM and SaaS CRM Independently Analyzed

with Annual Revenues in US$ Thousand for Years 2014 through

2020 (includes corresponding Graph/Chart) III-78

Table 70: Australian Historic Review for CustomerRelationship Management (CRM) Software by Type – On-PremiseCRM and SaaS CRM Independently Analyzed with Annual Revenuesin US$ Thousand for Years 2009 through 2013 (includescorresponding Graph/Chart) III-79

Table 71: Australian 12-Year Perspective for Customer

Relationship Management (CRM) Software by Type – Percentage

Breakdown of Revenues for On-Premise CRM and SaaS CRM for

Years 2009, 2015, and 2020 (includes corresponding

Graph/Chart) III-80

5b. CHINA III-81A.Market Analysis III-81Outlook III-81Market Scenario III-81Competitive Scenario III-81Market Share Findings III-82Table 72: Leading Players in the Chinese CRM SoftwareMarket (2014): Percentage Share Breakdown of Dollar Salesfor Adobe, Kingdee, Oracle, SAP, Yonyou and Others(includes corresponding Graph/Chart) III-82Strategic Corporate Development III-82Huawei Technologies Co., Ltd. – A Major Chinese Player III-82B.Market Analytics III-83Table 73: Chinese Recent Past, Current and Future Analysisfor Customer Relationship Management (CRM) Software by Type -On-Premise CRM and SaaS CRM Independently Analyzed withAnnual Revenues in US$ Thousand for Years 2014 through 2020(includes corresponding Graph/Chart) III-83

Table 74: Chinese Historic Review for Customer Relationship

Management (CRM) Software by Type – On-Premise CRM and SaaS

CRM Independently Analyzed with Annual Revenues in US$

Thousand for Years 2009 through 2013 (includes corresponding

Graph/Chart) III-84

Table 75: Chinese 12-Year Perspective for CustomerRelationship Management (CRM) Software by Type – PercentageBreakdown of Revenues for On-Premise CRM and SaaS CRM forYears 2009, 2015, and 2020 (includes correspondingGraph/Chart) III-85

5c. INDIA III-86

A.Market Analysis III-86

Outlook III-86

Market Scenario III-86

Product Launches III-87

B.Market Analytics III-88

Table 76: Indian Recent Past, Current and Future Analysis

for Customer Relationship Management (CRM) Software by Type –

On-Premise CRM and SaaS CRM Independently Analyzed with

Annual Revenues in US$ Thousand for Years 2014 through 2020

(includes corresponding Graph/Chart) III-88

Table 77: Indian Historic Review for Customer RelationshipManagement (CRM) Software by Type – On-Premise CRM and SaaSCRM Independently Analyzed with Annual Revenues in US$Thousand for Years 2009 through 2013 (includes correspondingGraph/Chart) III-89

Table 78: Indian 12-Year Perspective for Customer

Relationship Management (CRM) Software by Type – Percentage

Breakdown of Revenues for On-Premise CRM and SaaS CRM for

Years 2009, 2015, and 2020 (includes corresponding

Graph/Chart) III-90

5d. SOUTH KOREA III-91A.Market Analysis III-91Outlook III-91B.Market Analytics III-91Table 79: South Korean Recent Past, Current and FutureAnalysis for Customer Relationship Management (CRM) Softwareby Type – On-Premise CRM and SaaS CRM Independently Analyzedwith Annual Revenues in US$ Thousand for Years 2014 through2020 (includes corresponding Graph/Chart) III-91

Table 80: South Korean Historic Review for Customer

Relationship Management (CRM) Software by Type – On-Premise

CRM and SaaS CRM Independently Analyzed with Annual Revenues

in US$ Thousand for Years 2009 through 2013 (includes

corresponding Graph/Chart) III-92

Table 81: South Korean 12-Year Perspective for CustomerRelationship Management (CRM) Software by Type – PercentageBreakdown of Revenues for On-Premise CRM and SaaS CRM forYears 2009, 2015, and 2020 (includes correspondingGraph/Chart) III-93

5e. REST OF ASIA-PACIFIC III-94

A.Market Analysis III-94

Outlook III-94

CRM Opportunities Vietnam – A Review III-94

B.Market Analytics III-95

Table 82: Rest of Asia-Pacific Recent Past, Current and

Future Analysis for Customer Relationship Management (CRM)

Software by Type – On-Premise CRM and SaaS CRM Independently

Analyzed with Annual Revenues in US$ Thousand for Years 2014

through 2020 (includes corresponding Graph/Chart) III-95

Table 83: Rest of Asia-Pacific Historic Review for CustomerRelationship Management (CRM) Software by Type – On-PremiseCRM and SaaS CRM Independently Analyzed with Annual Revenuesin US$ Thousand for Years 2009 through 2013 (includescorresponding Graph/Chart) III-96

Table 84: Rest of Asia-Pacific 12-Year Perspective for

Customer Relationship Management (CRM) Software by Type –

Percentage Breakdown of Revenues for On-Premise CRM and SaaS

CRM for Years 2009, 2015, and 2020 (includes corresponding

Graph/Chart) III-97

6. LATIN AMERICA III-98A.Market Analysis III-98Outlook III-98Market Overview III-98B.Market Analytics III-99Table 85: Latin American Recent Past, Current and FutureAnalysis for Customer Relationship Management (CRM) Softwareby Geographic Region – Brazil and Rest of Latin AmericaMarkets Independently Analyzed with Annual Revenues in US$Thousand for Years 2014 through 2020 (includes correspondingGraph/Chart) III-99

Table 86: Latin American Historic Review for Customer

Relationship Management (CRM) Software by Geographic Region –

Brazil and Rest of Latin America Markets Independently

Analyzed with Annual Revenues in US$ Thousand for Years 2009

through 2013 (includes corresponding Graph/Chart) III-100

Table 87: Latin American 12-Year Perspective for CustomerRelationship Management (CRM) Software by Geographic Region -Percentage Breakdown of Revenues for Brazil and Rest ofLatin America Markets for Years 2009, 2015, and 2020(includes corresponding Graph/Chart) III-101

Table 88: Latin American Recent Past, Current and Future

Analysis for Customer Relationship Management (CRM) Software

by Type – On-Premise CRM and SaaS CRM Independently Analyzed

with Annual Revenues in US$ Thousand for Years 2014 through

2020 (includes corresponding Graph/Chart) III-102

Table 89: Latin American Historic Review for CustomerRelationship Management (CRM) Software by Type – On-PremiseCRM and SaaS CRM Independently Analyzed with Annual Revenuesin US$ Thousand for Years 2009 through 2013 (includescorresponding Graph/Chart) III-103

Table 90: Latin American 12-Year Perspective for Customer

Relationship Management (CRM) Software by Type – Percentage

Breakdown of Revenues for On-Premise CRM and SaaS CRM for

Years 2009, 2015, and 2020 (includes corresponding

Graph/Chart) III-104

6a. BRAZIL III-105A.Market Analysis III-105Outlook III-105Strategic Corporate Development III-105B.Market Analytics III-106Table 91: Brazilian Recent Past, Current and Future Analysisfor Customer Relationship Management (CRM) Software by Type -On-Premise CRM and SaaS CRM Independently Analyzed withAnnual ReDownload the full report:

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