Contents:

EXECUTIVE SUMMARY Introduction Market context What is mCRM? The Asia-Pacific mCRM market will be worth over $220m in 2005 Australia and Japan are currently the largest mCRM markets in Asia-Pacific mCRM market drivers Customer focus Competitive dynamics The future decoded Action points CHAPTER 2 INTRODUCTION What is this report about? Who is the target reader? How to use this report CHAPTER 3 MARKET CONTEXT Introduction Key findings The market for mCRM What is CRM? Where does mCRM fit in? Market size: the global mCRM market will be worth nearly $120m in 2001 Asia-Pacific lags behind North America in 2001 The CRM value chain B2E mCRM applications Field sales automation Field service automation B2C mCRM applications Asia-Pacific is a high growth market for B2C mCRM Smaller mobile application developers are a significant B2C mCRM force in Asia-Pacific Drivers and trends Mobile device penetration Increasing network bandwidth China -The exception The Asia-Pacific 3G licensing process Location-based services Location technologies Other drivers Potential inhibitors Conclusions CHAPTER 4 CUSTOMER FOCUS Introduction Key findings Customer identification Vertical markets Company size Customer requirements Branding and marketing Distribution channels Traditional channels The importance of distribution channel mix is critical in Asia-Pacific WASPs Conclusions CHAPTER 5 COMPETITIVE DYNAMICS Introduction Key findings Competitor identification AvantGo E.piphany HiddenMind Nortel Onyx Software Oracle PeopleSoft Ripcord Systems Siebel Systems Competitive structure Existing player, mobile specialist or bespoke solution? Mobile platforms and devices The wireless contenders - making headway in Asia-Pacific Wireless contenders - South Korea Japan Conclusions CHAPTER 6 THE FUTURE DECODED Introduction Key findings In 2005, the mCRM market will be worth nearly $1.7bn globally. B2E applications will still dominate the market, accounting for 79% of revenues. Australia will emerge as one of the largest mCRM markets in Asia-Pacifc B2E applications: Asia-Pacific will grow most rapidly, but North America and Western Europe will continue to dominate Japan dominates the B2E mCRM market B2C: Asia-Pacific is a strong market and the US will eventually lag behind Japan is the undisputed leader in the B2C space Location-based services will enable both B2E and B2C applications Customers will increasingly demand verticalized applications The B2C market is emerging as 'always on' connections become a reality Conclusions CHAPTER 7 ACTION POINTS Introduction Key findings The B2C market in Asia-Pacific holds a lot of potential in the medium term, but is dependent on network rollout. In the long term, vendors must focus their energies on the B2E markets that benefit from the mobile channel, such as travel and tourism The most popular vertical markets for B2E applications will be technology, healthcare, insurance, telecoms, CP/manufacturing, utilities and transport. Early entrants into the Asia-Pacific market will reap the benefits in the long term. In Asia-Pacific, vendors must also aim to leverage existing global customers and relationships Vendors and customers must look to location-based services to really take advantage of the mobile channel By developing the right vertical applications, vendors can significantly increase market coverage Conclusions CHAPER 8 APPENDIX Definitions Geographical Technical Technical standards Vertical markets Other definitions Research methodology Rounding errors Dates Future readings SPP writing team How to contact experts in your industry