Global Telecom CRM Market 2012-2016
- ID: 2623452
- September 2013
- Region: Global
- 66 pages
The analysts forecast the Global Telecom Customer Relationship Management (CRM) market to grow at a CAGR of 5.58 percent over the period 2012-2016. One of the key factors contributing to this market growth is the increasing demand from small and medium-sized enterprises in the Telecom sector. The Global Telecom CRM market has also been witnessing an increasing demand for customized telecom CRM solutions. However, the presence of complex tools and workflows in CRM software could pose a challenge to the growth of this market.
The report, the Global Telecom CRM Market 2012-2016, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market in the Americas, and the EMEA and APAC regions; it also covers the Global Telecom CRM market landscape and its growth prospects in the coming years. The report also includes a discussion of the key vendors operating in this market.
The key vendors dominating this space include Amdocs Systems Inc., Avaya Inc., Infor Global Solutions, Microsoft Corp., Oracle Corp., Salesforce.com Inc., and SAP AG.
The other vendors mentioned in this report are Convergys Corp. and Huawei Investment and Holding Co.
Key questions answered in this report:
- What will the market size be in 2016 and what will be the growth rate?
- What are key market trends?
- What is driving this market?
- What are the challenges to market growth?
- Who are the key vendors in this market space?
- What are the market opportunities and threats faced by key vendors?
- What are the strengths and weaknesses of each of these key vendors?
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01. Executive Summary
02. List of Abbreviations
04. Market Research Methodology
04.1 Market Research Process
04.2 Research Design
04.3 Research Methodology
05. Scope of the Report
05.1 Market Overview
05.2 Product Offerings
06. Market Landscape
06.1 CRM Software Modules
06.2 CRM Solutions for the Telecom Sector
06.3 Telecom as a Segment of Global CRM Software Market
06.4 Market Size and Forecast
06.5 Market by Deployment Model 2012
06.6 Five Forces Analysis
07. Market Segmentation by Category
08. Geographical Segmentation
08.1 Telecom CRM Market in the Americas 2012-2016
Market Size and Forecast
08.2 Telecom CRM Market in the EMEA Region 2012-2016
Market Size and Forecast
08.3 Telecom CRM Market in the APAC Region 2012-2016
Market Size and Forecast
09. Key Leading Countries
10. Vendor Landscape
10.1 Competitive Scenario
10.2 Market Share Analysis 2012
10.3 Other Prominent Vendors
11. Buying Criteria
12. Market Growth Drivers
13. Drivers and their Impact
14. Market Challenges
15. Impact of Drivers and Challenges
16. Market Trends
17. Key Vendor Analysis
17.1 Oracle Corp.
17.2 Amdocs Systems Inc.
17.3 SAP AG
17.4 Microsoft Corp.
17.5 Salesforce.com Inc.
18. Other Reports in this Series
List of Exhibits
Exhibit 1: Market Research Methodology
Exhibit 2: CRM Software Modules
Exhibit 3: CRM Solutions for the Telecom Sector
Exhibit 4: Telecom as a Segment of Global CRM Software Market 2012
Exhibit 5: Telecom as a Segment of Global CRM Market 2012-2016 (percentage)
Exhibit 6: Global Telecom CRM Market 2012-2016 (US$ billion)
Exhibit 7: Global Telecom CRM Market by Deployment Model 2012
Exhibit 8: Global Telecom CRM Market by Deployment Model 2012-2016 (percentage)
Exhibit 9: Global Telecom CRM Market by Category Segmentation 2012
Exhibit 10: Global Telecom CRM Market by Geographical Segmentation 2012
Exhibit 11: Telecom CRM market in the Americas 2012-2016 (US$ billion)
Exhibit 12: Telecom CRM market in the EMEA Region 2012-2016 (US$ billion)
Exhibit 13: Telecom CRM market in the APAC Region 2012-2016 (US$ billion)
Exhibit 14: Global Telecom CRM Market by Vendor Segmentation 2012
Exhibit 15: Business Segmentation of Oracle Corp.
Exhibit 17: Business Segmentation of Amdocs Systems Inc.
Exhibit 18: Business Segmentation of SAP AG
Exhibit 19: Business Segmentation of Microsoft Corp.
Exhibit 20: Business Segmentation of Salesforce.com
Commenting on the report, an analyst from the team said: “There is a growing demand for customized telecom CRM solutions among telecom operators. The reason for this increasing demand is the need to integrate CRM solutions with the business process. A customized telecom CRM solution offers many benefits as it is developed according to the specific needs of an individual telecom operator. Also, it offers ease of integration with the existing IT infrastructure. Commercial CRM software offers several features that are not required by customers, however, customized CRM solutions features the necessary requirements and facilitate the reduction of the software cost significantly. Hence, the telecom operators are adopting customized telecom CRM solutions. Thus, the increasing demand for customized CRM solutions is an emerging trend that will boost the growth of the Global Telecom CRM market.”
According to the report, one of the major drivers in the market is the increasing demand from SMEs in the Telecom sector. CRM software for SMEs is a contemporary way to increase revenue, improve customer service, and satisfaction, and to reduce the cost of acquiring customers. With these significant benefits associated with it, an increasing number of SMEs are adopting CRM software.
Further, the report states that one of such challenge is the complexity involved in tools and workflows of telecom CRM software. Recently, CRM software has been developed to include deal tracking, territories, opportunities, and sales pipeline. This increase in the scope of CRM software has led to an increase in the complexity of tools and workflows.
The report also includes a discussion of the other vendors operating in this market. The other vendors in the market are Huawei Investment and Holding Co. and Convergys Corp.
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.