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市場調查報告書

顧客關係管理(CRM)的全球市場

Global Customer Relationship Management (CRM) Market 2014-2018

出版商 TechNavio (Infiniti Research Ltd.) 商品編碼 306318
出版日期 內容資訊 英文 78 Pages
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顧客關係管理(CRM)的全球市場 Global Customer Relationship Management (CRM) Market 2014-2018
出版日期: 2014年06月13日 內容資訊: 英文 78 Pages
簡介

顧客關係管理(CRM),是整合組織策略、資訊系統及技術,聚焦於提供更好的客戶服務的東西。CRM定義為,為了最大化客戶價值、企業的收益力,以及股東價值,建立與客戶的關係,目標為發展、提升的管理哲學。企業用軟體範疇之一的CRM,是指管理客戶資料和與客戶之互動、銷售、行銷、自動化客戶支援功能、支援員工和供應商、合作夥伴的關係,各式的軟體應用程式。透過CRM企業可獲得使用後端分析引擎的可行動的洞察。還有,由預測分析找尋新機會,及進行基於客戶履歷和過去行動的經營和個別客戶服務的整備。CRM的全球市場,預計從2013年到2018年之間,以年複合成長率15.5%成長。

本報告提供CRM的全球市場的目前方案,及從2013年到2018年的成長預定、主要供應商分析、促進要素的檢驗等。

第1章 摘要整理

第2章 簡稱集

第3章 調查的對象

  • 市場概要
  • 提供產品

第4章 市場調查手法

  • 市場調查流程
  • 調查手法

第5章 簡介

第6章 市場展望

  • 市場概要
  • 市場的規模與預測
  • 波特的五力分析

第7章 各引進市場分類

  • 各引進類型CRM的全球市場
  • 內部部署型CRM的全球市場
    • 市場的規模與預測
  • SaaS型CRM的全球市場
    • 市場的規模與預測

第8章 各應用領域市場分類

  • 各應用領域CRM的全球市場
  • CRM客戶服務&支援全球軟體市場
    • 市場的規模與預測
  • CRM銷售全球軟體市場
    • 市場的規模與預測
  • CRM行銷全球軟體市場
    • 市場的規模與預測
  • CRM 網路貿易全球軟體市場
    • 市場的規模與預測

第9章 地理分類

  • 地理分類之CRM的全球市場
  • 北美CRM市場
    • 市場的規模與預測
  • 歐洲的CRM市場
    • 市場的規模與預測
  • 亞太地區的CRM市場
    • 市場的規模與預測
  • 南美的CRM市場
    • 市場的規模與預測
  • 中東、非洲的CRM市場
    • 市場的規模與預測

第10章 購買標準

第11章 市場成長促進要素

第12章 促進要素與其影響

第13章 市場課題

第14章 促進要素的影響與課題

第15章 市場趨勢

第16章 趨勢與其影響

第17章 供應商的展望

  • 比較方案
    • 主要消息
    • 合併收購
  • 市場佔有率分析
  • 其他重要供應商

第17章 主要供應商分析

  • IBM Corp.
  • Microsoft Corp.
  • Oracle Corp.
  • Salesforce.com Inc.
  • SAP AG

第19章 相關報告

目錄
Product Code: IRTNTR3631

About CRM

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.

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

Covered in this Report

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.

Key Regions

  • North America
  • Europe
  • APAC
  • Latin America
  • MEA

Key Vendors

  • IBM Corp.
  • Oracle Corp.
  • Microsoft Corp.
  • Salesforce.com Inc.
  • SAP AG

Other Prominent Vendors

  • Amdocs Ltd
  • Aplicor Inc.
  • Aptean
  • Acidaes Solutions Pvt. Ltd
  • FrontRange Solutions Inc.
  • Infor Solutions
  • PK4 Software Technologies Pvt. Ltd
  • Maximizer Software Inc.
  • NetSuite Inc.
  • Nuance Communications Inc.
  • Sage Business Solutions
  • Soffront Software Inc.
  • SugarCRM
  • Talisma Corporation Pvt. Ltd
  • Tour de force CRM Software
  • Zoho Corp.

Key Market Driver

  • Phased Approach to CRM Implementation.

For a full, detailed list, view our report

Key Market Challenge

  • Absence of ROI Measurement System.

For a full, detailed list, view our report

Key Market Trend

  • Increasing Adoption by SMBs.

For a full, detailed list, view our report

Key questions answered in this report:

  • What will the market size be in 2018 and what will the growth rate be?
  • What are the 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 the key vendors?
  • What are the strengths and weaknesses of the key vendors?

You can request one free hour of our analyst's time when you purchase this market report. Details are provided within the report.

Table of Contents

01. Executive Summary

02. List of Abbreviations

03. Scope of the Report

  • 03.1. Market Overview
  • 03.2. Product Offerings

04. Market Research Methodology

  • 04.1. Market Research Process
  • 04.2. Research Methodology

05. Introduction

06. Market Landscape

  • 06.1. Market Overview
  • 06.2. Market Size and Forecast
  • 06.3. Five Forces Analysis

07. Market segmentation by Deployments

  • 07.1. Global CRM Market by Deployment Type 2013-2018
  • 07.2. Global On-Premise CRM Market
    • 07.2.1. Market size and Forecast
  • 07.3. Global SAAS CRM Market
    • 07.3.1. Market Size and Forecast

08. Market Segmentation by Application

  • 08.1. Global CRM Market by Application 2013-2018
  • 08.2. Global CRM Customer Service & Support Software Market
    • 08.2.1. Market Size and Forecast
  • 08.3. Global CRM Sales Software Market
    • 08.3.1. Market Size and Forecast
  • 08.4. Global CRM Marketing Software Market
    • 08.4.1. Market Size and Forecast
  • 08.5. Global CRM E-commerce Software Market
    • 08.5.1. Market Size and Forecast

09. Geographical Segmentation

  • 09.1. Global CRM Market by Geographical Segmentation 2013-2018
  • 09.2. CRM Market in North America
    • 09.2.1. Market Size and Forecast
  • 09.3. CRM Market in Europe
    • 09.3.1. Market Size and Forecast
  • 09.4. CRM Market in the APAC Region
    • 09.4.1. Market Size and Forecast
  • 09.5. CRM Market in Latin America
    • 09.5.1. Market Size and Forecast
  • 09.6. CRM Market in MEA Region
    • 09.6.1. Market Size and Forecast

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

  • 17.1. Competitive Scenario
    • 17.1.1. Key News
    • 17.1.2. Mergers and Acquisitions
  • 17.2. Market Share Analysis 2013
  • 17.3. Other Prominent Vendors

18. Key Vendor Analysis

  • 18.1. IBM Corp.
    • 18.1.1. Business Overview
    • 18.1.2. Business Segmentation
    • 18.1.3. Key Information
    • 18.1.4. SWOT Analysis
  • 18.2. Microsoft Corp.
    • 18.2.1. Business Overview
    • 18.2.2. Business Segmentation
    • 18.2.3. Key Information
    • 18.2.4. SWOT Analysis
  • 18.3. Oracle Corp.
    • 18.3.1. Business Overview
    • 18.3.2. Business Segmentation
    • 18.3.3. Key Information
    • 18.3.4. SWOT Analysis
  • 18.4. Salesforce.com Inc.
    • 18.4.1. Business Overview
    • 18.4.2. Business Segmentation
    • 18.4.3. Key Information
    • 18.4.4. SWOT Analysis
  • 18.5. SAP AG
    • 18.5.1. Business Overview
    • 18.5.2. Business Segmentation
    • 18.5.3. Key Information
    • 18.5.4. SWOT Analysis

19. Other Reports in This Series

List of Exhibits:

  • Exhibit 1: Market Research Methodology
  • Exhibit 2: Global CRM Market 2013-2018 (US$ billion)
  • Exhibit 3: Global CRM Market by Deployment Type
  • Exhibit 4: Global CRM Market by Deployment Type 2013
  • Exhibit 5: Global CRM market by Deployment Type 2013-2018 (percentage)
  • Exhibit 6: Global On-Premise CRM Market 2013-2018 (US$ billion)
  • Exhibit 7: Global SAAS CRM Market 2013-2018 (US$ billion)
  • Exhibit 8: Global CRM Market by Application
  • Exhibit 9: Global CRM Market by Application 2013
  • Exhibit 10: Global CRM Market by Application 2013-2018 (percentage)
  • Exhibit 11: Global CRM Customer Service & Support Software Market 2013-2018 (US$ billion)
  • Exhibit 12: Global CRM Sales Software Market 2013-2018 (US$ billion)
  • Exhibit 13: Global CRM Marketing Software Market 2013-2018 (US$ billion)
  • Exhibit 14: Global CRM E-commerce Software Market 2013-2018 (US$ billion)
  • Exhibit 15: Global CRM Market by Geographical Segmentation 2013
  • Exhibit 16: Global CRM Market by Geographical Segmentation 2013-2018 (percentage)
  • Exhibit 17: CRM Market in North America 2013-2018 (US$ billion)
  • Exhibit 18: CRM Market in Europe 2013-2018 (US$ billion)
  • Exhibit 19: CRM Market in the APAC region 2013-2018 (US$ billion)
  • Exhibit 20: CRM Market in Latin America 2013-2018 (US$ billion)
  • Exhibit 21: CRM Market in MEA Region 2013-2018 (US$ billion)
  • Exhibit 22: Global CRM Market by Vendor Share 2013
  • Exhibit 23: Business Segmentation of IBM Corp. 2013
  • Exhibit 24: Business Segmentation of Microsoft Corp. 2013
  • Exhibit 25: Business Segmentation of Oracle Corp. 2013
  • Exhibit 26: Business Segmentation of Salesforce.com Inc. 2013
  • Exhibit 27: Business Segmentation of SAP AG 2013
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