Global Customer Relationship Management (CRM) Market 2014-2018: Key Vendors are IBM, Oracle, Microsoft, Salesforce.com and SAP AG

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Sep 18, 2014, 05:33 ET

DUBLIN, September 18, 2014 /PRNewswire/ --

Research and Markets (http://www.researchandmarkets.com/research/rq5stb/global_customer) has announced the addition of the "Global Customer Relationship Management (CRM) Market 2014-2018" report to their offering.

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Customer relationship management is a combination of organisational strategy, information systems and technology that is focused on providing better customer service. CRM is defined as a management philosophy that aims to create, develop and enhance customer relationships, so as to maximise customer value, corporate profitability and thus shareholders' value.

A category of enterprise software, CRM covers a broad set of software applications that helps businesses manage customer data and customer interaction, automate sales, marketing and customer support functions and manage employee, vendor and partner relationships. CRM enables businesses to gain actionable insights with a back-end analytical engine. It also helps businesses to see new opportunities with predictive analytics, streamline operations and personalise customer service based on the customer's history and prior interactions.

The analysts forecast the Global CRM market will grow at a CAGR of 15.5 percent over the period 2013-2018.

This report covers the present scenario and the growth prospects of the Global CRM market for the period 2013-2018. To calculate the market size, the report considers revenue generated from sales of CRM software. The revenue considered encompasses the following:

Service and support
Sales
Marketing and
E-commerce.

It also presents the vendor landscape and a corresponding detailed analysis of the top five vendors in the market. In addition, the report discusses the major drivers that influence the growth of the Global CRM market. It also outlines the challenges faced by vendors and the market at large, as well as the key trends that are emerging in the market.

The ease of deployment and usability of Cloud CRMs has encouraged SMBs to implement CRM solutions. The need to be competitive and retain customers drives SMBs to adopt e-business, social, and mobile technologies, all of which broadly fall into the CRM domain. SMBs are increasingly investing in customer facing mobile applications and mobile-friendly sites.

This helps customers perform functions such as scheduling appointments, making payments, and accessing customer service. The need to manage the multi-channel touch points that companies rely on to reach customers are also fuelling adoption.

According to the report, the dot.com boom has helped the CRM industry rejuvenate itself with cloud CRMs. Cloud CRMs, which accounted for more than 40 percent of the CRM solutions sold in 2013, is the market's key driver.

Further, the report states that the primary challenge to the Global CRM market's success is user resistance. CRM users resist changes owing to their lack of involvement in the development process and lack of training.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to a SWOT analysis of the key vendors.

Key Topics Covered:

01. Executive Summary

02. List of Abbreviations

03. Scope of the Report

04. Market Research Methodology

05. Introduction

06. Market Landscape

07. Market segmentation by Deployments

08. Market Segmentation by Application

09. Geographical Segmentation

10. Buying Criteria

11. Market Growth Drivers

12. Drivers and their Impact

13. Market Challenges

14. Impact of Drivers and Challenges

15. Market Trends

16. Trends and their Impact

17. Vendor Landscape

18. Key Vendor Analysis

19. Other Reports in This Series

Companies Mentioned: