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Customer Relationship Management Market Assessment 2006
Key Note Publications Ltd, Aug 2006, Pages: 115
Executive Summary
1. Introduction
OVERVIEW
DEFINITION
REPORT OBJECTIVES
PROBLEMS ENCOUNTERED
RESEARCH
2. Strategic Overview
MARKET DYNAMICS
CRM Slowdown
CRM Failure
Resurgence of Interest — Key Drivers
MARKET SECTORS
TOTAL INDUSTRY VALUE AND GROWTH
Value
Table 1: Key Note's Previous Forecast Worldwide Market for CRM Applications ($bn), 2002-2007
Table 2: Estimated CRM Applications Market Size Based on Applications Revenues ($m), 2003-2005
Growth
Market Share
DISTRIBUTION
COMPETITIVE STRUCTURE
Market Leaders
Microsoft Inc
Oracle Corporation
SAP AG
SSA Global
Sage Group PLC
salesforce.com
NetSuite Inc
FORTUNE Corporation Rankings
Table 3: FORTUNE Top Ten Computer Software Corporations by Top 1,000 Rank by Revenue and Profit ($m), 2005
ADVERTISING AND MARKETING
Table 4: Main Media Advertising Expenditure on UK Software Business Solutions (£000), Year Ending March 2006
INDUSTRY AWARDS
CRM Guru Awards
ISM Top 15 CRM Enterprise Winners
CRM Enterprise
CRM SMB
CRM Magazine 2005 CRM Leader Awards
Influential Leaders
Hall of Fame Entrant
Category Winners
THE CONSUMER
Table 5: Customer Buying Influences by Dimension Factor (% of ratings), 2006
Table 6: Organisations' and Customers' Perspectives of CRM
MARKET FORECASTS
Table 7: The Forecast Worldwide Market for CRM Applications ($bn), 2006-2010
3. Market Leaders
BACKGROUND
Major Players
Table 8: Top 14 Global Software Organisations' Market Share by CRM Licence Revenue ($m), Year Ending December 2005
CRM Specialists
InvisibleCRM
SugarCRM Inc
Communispace Corporation
THE MID-MARKET
INDUSTRY TRENDS
Software-on-Demand
Salesnet Inc
RightNow Technologies Inc
Other Players
Google Searches CRM Market
Wireless CRM
Antenna Software Inc
Maximizer Software Inc
salesforce.com Inc
Saratoga Systems Inc — Apresta
Vettro Corporation
Consolidation
CRM EXHIBITIONS
UK Events
The European Conference on Customer Management
Customer: Strategy & Management
CRM in the Public Sector
Customer Relationship Management Growth Strategies 2006
US Events
4. CRM Support Services
BACKGROUND
DATA MANAGEMENT
Factors to Consider
Understanding
Improving
Protecting
Data Management Agencies
Datanomic Ltd
Informatica Corporation
Softlab Ltd
ANALYTICS
Analytics Leaders
SAS Institute Inc
SPSS Inc
Teradata Corporation
ThinkAnalytics Ltd
CALL-CENTRE TECHNOLOGY
Key Call-Centre Software Developers
Avaya Inc
What Is the Difference Between IP Telephony and VoIP?
Evoxus Ltd
FrontRange Solutions USA Inc
Interactive Intelligence Inc
Kana Software Inc
CRM SUPPORT EXHIBITIONS
UK Events
Call Centre Expo 2006
Customer Relationship Management Growth Strategies 2006
5. An International Perspective
ECONOMIC OUTLOOK
CHINA
Economy
Market Growth
Market Developments
Table 9: China CRM Software Vendors' Evaluation — Survey Perspective, 2005
Hosted Solutions
2008 Beijing Olympic Games
China CRM Forum
Leading Chinese CRM Vendors
Powerise Information Technology Co Ltd
Kingdee International Software Group Company Ltd
UFIDA Software Co Ltd
RUSSIA
CONSUMER BEHAVIOUR
6. PEST Analysis
POLITICAL FACTORS
ECONOMIC factors
SOCIAL factors
TECHNologICAL factors
7. CRM Roundtable
Roundtable Discussion
Interviewees
Kevin Broome, Marketing Manager, South West Trains
Adrian Mutti, Sales and Marketing Director/Co-Founder, Romtronics
Grahame Newell, CRM Project Manager, An Post
Steve Roberts, Business Director, Essex Medical + Forensic Services
Questions and Answers
What Are The Three Most Important Issues To Consider When Implementing A CRM System?
Kevin Broome
Adrian Mutti
Grahame Newell
Steve Roberts
What Has Proved To Be The Single Most Important Benefit Of Your CRM Strategy?
Kevin Broome
Adrian Mutti
Grahame Newell
Steve Roberts
Have You Been Able To Measure How Much Customer Satisfaction Has Improved? If So, Can You Indicate How This Area Has Improved?
Kevin Broome
Adrian Mutti
Grahame Newell
Steve Roberts
Have You Been Able To Measure How Much Employee Satisfaction Has Improved? If So, Can You Indicate How This Area Has Improved?
Kevin Broome
Adrian Mutti
Grahame Newell
Steve Roberts
Have You Been Able To Measure How Sales Have Improved? If So, Can You Indicate How This Area Has Improved?
Kevin Broome
Adrian Mutti
Grahame Newell
Steve Roberts
Are All Of Your Organisation's Functions Linked To Your CRM System?
Adrian Mutti
Grahame Newell
Steve Roberts
If Not, Do You Run Separate Systems For Other Functions? Which Functions?
Adrian Mutti
Grahame Newell
Steve Roberts
Which CRM System Are You Currently Using?
Kevin Broome
Adrian Mutti
Grahame Newell
Steve Roberts
Is It An Installed System, Web-based System Or A Mixture Of Both?
Adrian Mutti
Grahame Newell
Steve Roberts
What Are Your Plans For Upgrading/Rolling Out Your CRM System In The Future?
Kevin Broome
Adrian Mutti
Grahame Newell
Steve Roberts
8. Company Profiles
AMDOCS LTD
Corporate Information
Strengths and Weaknesses
Products
New Product Development
Brand Development
Innovations
Advertising
Distribution
Profitability
Future Company Developments
FRONTRANGE SOLUTIONS USA Inc
Corporate Information
Strengths and Weaknesses
Products
HEAT Product Suite
GoldMine Product Suite
New Product Development
Brand Development
Innovations
Advertising
Distribution
Profitability
Future Company Developments
INFOR GLOBAL SOLUTIONS
Corporate Information
Strengths and Weaknesses
Products
Brand Development
Innovations
Advertising
Distribution
Profitability
Future Company Developments
ORACLE CORPORATION
Corporate Information
Strengths and Weaknesses
Products
New Product Development
Brand Development
Advertising/Marketing/Sales
Distribution
Profitability
Future Company Developments
salesforce.com
Corporate Information
Strengths and Weaknesses
Products
Applications
New Product Development
January — Winter `06 and The Business Web
March — Unlimited Edition
April — AppExchange Mobile
Brand Development
Innovations
Advertising/Sales/Marketing
Distribution
Profitability
Future Company Developments
SAP AG
Corporate Information
Strengths and Weaknesses
Products
New Product Development
Brand Development
Innovations
Advertising
Distribution
Profitability
Future Company Developments
9. The Future
PRODUCT DEVELOPMENT
Wireless Technologies
Hosted Applications
Open-Source Software
MARKET DEVELOPMENTS
MARKET SHARE
MARKET FORECASTs
Table 10: The Forecast Worldwide Market for CRM Applications ($bn), 2006-2010
10. Consumer Confidence
METHODOLOGY
KEY FINDINGS THIS QUARTER
THE WILLINGNESS TO BORROW
Confidence Declines Again
Table A: The Average Amount Consumers Are Willing to Borrow in Order to Purchase Expensive Items at Current and Constant November 2004 Prices (£ and £bn), May 2005, August 2005, November 2005, February 2006 and May 2006
Signs That the Decline Could be Bottoming Out
Table B: The Number of Adults Willing to Borrow in Order to Purchase Expensive Items (000 and %), May 2005, August 2005, November 2005, February 2006 and May 2006
THE WILLINGNESS TO SPEND FROM SAVINGS
Sharp Decline in Spending from Savings
Table C: The Average Amount Consumers Are Willing to Spend from Savings in Order to Purchase Expensive Items at Current and Constant November 2004 Prices (£ and £bn), May 2005, August 2005, November 2005, February 2006 and May 2006
Table D: The Proportion of Adults Without Any Savings (%), May 2005, August 2005, November 2005, February 2006 and May 2006
Borrowing Grows in Relative Importance
Table E: The Average Amounts Adults are Confident Spending to Purchase Expensive Items (£ and %), May 2005, August 2005, November 2005, February 2006 and May 2006
11. Further Sources
Associations
Publications
General Sources
Other Sources
Bisnode Sources
Product samples
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