|
|
 |
|
Viewing report
|
|
|
|
Global CRM, Interactive CRM, and Mobile CRM Initiatives and Forecasts
Frost & Sullivan, June 2002
Utilizing CRM Solutions Offer Businesses A Competitive Edge
Integrated customer relationship management (CRM) solutions are helping
enterprises increase revenues and lower costs by improving customer
acquisition and retention capabilities. Real-time, customer-centric CRM
solutions offer businesses a competitive advantage in routing, servicing, and
maintaining their existing customer base by identifying highly-valued clients.
At the same time, online interactive CRM suites are dramatically reducing
customer service costs. These factors will drive demand for CRM systems
throughout the forecast period.
This Frost & Sullivan analysis offers an up-to-date examination of the global,
interactive, and mobile CRM markets. By highlighting key initiatives and trends,
and providing focused industry forecasts, this study supplies your firm the
information necessary to devise a successful CRM implementation strategy.
Demand for Real-time Service Drives Interactive CRM Adoption
With the tremendous advancements in CRM technology, customers are
demanding around-the-clock support, whether it is online self-service, e-mail,
online chat, or a live company representative. Once customers experience
such services from one company, they expect a similar level of service from
all companies.
Traditional CRM was based on making customer service representatives
more efficient on the telephone, says the analyst. Today’s interactive CRM
are designed to make it easier for a customer to do business with a firm—
rather than with its competitors—by providing online self-service capabilities,
knowledge transfer, and information sharing.
Mobile Access to Corporate CRM Data Becoming Increasingly Important
The ability to access corporate e-mail messages and CRM databases anytime,
anywhere over mobile devices such as PDA and laptops is allowing companies
to leverage their CRM investments. Although this market is still emerging,
rapid growth is expected as bandwidth and interconnectivity capabilities
expand over the forecast period.
Large enterprises can not even fathom doing business without a CRM
package. Now the same thing is happening with mobility, states the study's
author. Always-on wireless access to corporate CRM data systems is
becoming more important than voice access to the average business person.
This research pinpoints the factors influencing the global, interactive, and
mobile CRM markets, offering your company an invaluable guide to the future
of the industry.
Additional Information
Market Participants
Acxiom Corp.
Accrue Software, Inc.
Amdocs Ltd./Clarify
Ask Jeeves, Inc.
Astea International, Inc.
ATG, Inc.
Avaya, Inc./ Quintus Corp.
Baan International, B.V.
Blue Martini Software, Inc.
Brightware/FirePond, Inc.
Broadbase/Kana Software, Inc.
BroadVision, Inc.
Business Objects SA
Business Evolution
Chordiant Software, Inc.
Click Software
Dendrite International, Inc.
DoubleClick, Inc.
e.piphany, Inc.
eGain Communications Corp.
Engage
Epicor Software Corp.
eShare
FirePond, Inc.
Genesys Telecommunications Laboratories, Inc.
HNC Software
Interact Commerce Corp./SalesLogix ACT
JDA Software Group, Inc.
Kana Software, Inc.
Mobile Data Solutions, Inc.
Microsoft Corp./Great Plains
NCR Corp.
net.genesis Corp.
Onyx Software Corp.
Open Market, Inc.
Oracle Corp.
Pegasystems, Inc.
PeopleSupport, Inc.
Peregrine Systems, Inc./Remedy
Pivotal Corp.
Primus Knowledge Solutions, Inc.
RightNow Technologies, Inc.
SAP AG
ServiceWare Technologies, Inc.
Siebel Systems, Inc.
Talisma Corp.
Tivoli (IBM)
Trilogy Software, Inc.
Vignette Corp.
WebTrends Corp.
Xchange, Inc.
Aerospace
Auto ID
Biotech
Chemicals
Conferencing
Consumer
e-Business
Environment
Food
Healthcare
Internet Security
IT
Latin America
Medical Devices
Motors
Pharmaceuticals
Power
Sensors
Smart Cards
Technical Insights
Telecom Services
Transportation
Water
Wireless
Customers who bought this item also bought
Global Telecom CRM Market 2008-2011
CRM and the Move to Constituent-Centric Government (Strategic Focus)
U.S. CRM and Billing Software Markets in Communications and Utilities
CRM in Global Insurance, 2007 - 2012 (Interactive Model)
On-Demand CRM: Global Market Forecast Model 2007-2013 (Interactive Model)
Global CRM Software Market in Retail Industry 2008-2012
CRM Software Spending and Trends
CRM Market 2007-2010
Insurance Technology - CRM in Global Insurance (Review Report)
APAC Telecom CRM Market 2008-2011
Microsoft Weighs in on SaaS CRM
CRM Software & Application Management Services Market 2007-2010 - Bundled Report
|
|
|
|
