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The global market for Customer Relationship Management (CRM) Software is projected to reach US$89.9 billion by 2025, driven by the importance of maintaining and creating relationships with customers in running successful businesses. Benefits of well implemented CRM include better customer relationships, increased customer loyalty, happy customers are always willing to pay a price premium for superior product experience; customer retention as loyal customers spend over 70% more than new customers; lower customer churn rate; successful brand building and equity; enhanced ability for up-selling and cross-selling; improved revenues, profitability and corporate bottomline. Additionally, in the current competitive market scenario, customer loyalty is hard to gain since competition and rapid commoditization of products and services make switching to other companies easy. This makes CRM even more important in understanding buyer behavior, expectations, and purchase process so as to be able to align the product`s value proposition to the buyers` need. It is important for businesses to align CRM with sales, marketing and customer service (feedback and support) departments. CRM software draws information from myriad departments in a company to provide centralized and holistic information valuable in making quick and informed decisions that improve responsiveness of customer-facing departments.

Among the technologies poised to revolutionize CRM are IoT and blockchain. Convergence of IoT & CRM marks the beginning of the era of integrated IoT wherein enterprises increasingly tie IoT to key digital initiatives. Integrating IoT with enterprise systems, applications, processes and workflows is the foundation to drive efficiency & ROI from IoT investments. Connecting IoT devices to CRM systems can help identify performance glitches in products, setting into motion a new era of proactive customer support. Service ticket, part replacement or field service workers can be scheduled even before customers realize the glitch. For instance, IoT-enabled products can help home appliance manufacturers take proactive customer service decisions. Companies can therefore perform preventive maintenance in advance of routine maintenance which in turn will drive lifetime customer value. Also, services can be delivered promptly in case of failure to ensure that customer gets the maximum value from products purchased. Higher sales and profitability are positive fallouts when IoT data can detect customer dissatisfaction prompting companies to take timely remedial actions such as offer discounts to retain loyalty.

By enabling complete tractability of data, blockchain is also helping revolutionize CRM. The technology enables companies to secure their back-office applications and corporate data in ways hitherto unimagined. Few of the benefits of integrating CRM with blockchain include increased CRM data security; provides better understanding of demand patterns and allows for improvement in resources deployment; better management of customer experiences, an important benefits in a market environment where the only real differentiator of value is customer experience; securely validate customer engagement in rewards programs; effective management of multiple membership programs; loyalty programs can be made more usable and of value to customers; stronger relationship between companies and their customers, among others. The United States and Europe represent large markets worldwide with a combined share of 76.3% of the market. China ranks as the fastest growing market with a CAGR of 16.2% over the analysis period supported by the changing landscape of consumerism in the country and ensuing emergence of a business culture that is customer-focused.

DOMAIN EXPERT ENGAGEMENTS

Number of executives repeatedly engaged by snail & email outreach*

POOL + OUTREACH

45244

Interactions with Platform & by Email *

INTERACTIONS

3620

Unique # Participated *

PARTICIPANTS

905

Responses Validated *

VALIDATIONS

54

* Platform engagements are dynamic. Stats are published quarterly.


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TABLE OF CONTENTS


   Pages :    | $

   Study Reliability and Reporting Limitations.....I-1  
   Disclaimers.....I-2
Data Interpretation & Reporting Level.....I-2
  
   Product Definitions and Scope of Study.....I-3  
   Customer Relationship Management (CRM) – An Introductory Prelude.....II-11$100
   CRM Software – The Key Enabler of an Efficient CRM Strategy.....II-21$100
   Key Benefits Encouraging CRM Software Deployments among Enterprises Ranked by
  Importance Attached by Enterprises.....II-3
Key Business Applications Targeted for CRM Software over the Next Few Years Ranked by
  Priority Attached by Enterprises.....II-3
Customer-Centric Operations Drives Increased Spending on CRM Software.....II-3
1$100
   Fairly Resilient Against Periods of Economic Slowdown.....II-4
Factors that Make CRM a Sensible Investment in a Weak Economy.....II-4
1$100
   Low Cost SaaS CRM Model – Best Bet for Enterprises.....II-51$100
   Outlook.....II-6
Developed Nations – Lead CRM Adoption.....II-6
1$100
   Developing Markets to Drive Future Growth.....II-7
Customer Services & Support Made Easy with CRM Software.....II-7
1$100
   SaaS CRM to Garner Greater Share of Enterprise Spending.....II-8
‘Cloud Technology’: Optimally Positioned to Deliver CRM Software On-Demand.....II-8
1$100
   Cloud Based SaaS CRM: The New Paradigm for Low-Cost CRM Strategy.....II-9
SMBs – The Most Lucrative Consumer Cluster for SaaS CRM.....II-9
1$100
   Sales Force Automation Software – The Traditional Revenue Contributor.....II-101$100
   SFA for Efficient Sales Forecasting – A Key Business Scenario.....II-111$100
   Marketing Automation Software Continues to Grow in Prominence.....II-12
CRM Software – Facilitating Effectiveness of Loyalty Programs.....II-12
1$100
   E-Commerce to Witness Accelerated Growth.....II-13
Growing Functional IT Budgets – Potential in Store.....II-13
1$100
   Still Plenty of Room to Grow.....II-14
Table 1: World CRM Software Market (2014): Adoption Rates Measured as Percentage Share of Companies Adopting CRM Software in Select End-Use Sectors (includes corresponding Graph/Chart).....II-14
1$350
   Traditional CRM Software Gives Way to New Age Software Solutions.....II-15
Table 2: Global CRM Software Market (2000 & 2014): Percentage Share Breakdown of Revenue by Software Generation (includes corresponding Graph/Chart).....II-15
Enterprises Aim to Integrate Big Data Capability into CRM.....II-15
1$350
   Integration of Analytics with CRM: An Emerging Trend.....II-161$100
   Cloud Customization Picking Up Momentum.....II-17
Social CRM Grows in Popularity.....II-17
2$200
   Opportunity Indicators.....II-19
Table 3: World Penetration Rates (%) and Number of Users of Internet and Social Networks (includes corresponding Graph/Chart).....II-19
1$350
   Table 4: World Social Media Penetration Rates (%) by Region (Feb 2015) (includes corresponding Graph/Chart).....II-20
Companies Integrate CRM with ERP to Improve Sales Effectiveness.....II-20
Online CRM Systems Save Costs.....II-20
1$350
   CRM and Telephony Services Integration to Improve Quality of Customer Service
  Operations.....II-21
Mobile CRM to Lend Traction to CRM Software Market.....II-21
1$100
   Growing Popularity of Mobile SFA – A Case in Point.....II-22
Developments in Mobile Internet Technologies Take Mobile CRM Solutions a Step
  Further.....II-22
1$100
   Opportunity Indicators for Mobile CRM.....II-23
Table 5: Global Workforce Population (2009 & 2014): Percentage Share Breakdown of Employees by Nature of Work (includes corresponding Graph/Chart).....II-23
1$350
   Table 6: Global Mobile Workforce Population (2009 & 2014): Breakdown of Number of Mobile Employees in Million by Region/Country (includes corresponding Graph/Chart).....II-24

Table 7: Global Mobile Workforce Population (2014): Penetration of Mobile Employees by Region/Country (includes corresponding Graph/Chart).....II-24
1$350
   Retail Sector – Drives Significant Gains in the CRM Market.....II-25
Growth in Telecom Sector in Near Future.....II-25
Banking & Financial Services Enterprises Prioritize CRM Adoption.....II-25
1$100
   Insurance Agencies Seek CRM Capability for Effective Collaboration.....II-261$100
   CRM Software Gains Prominence in Life Sciences Sector.....II-271$100
   Demand for CRM Software Soars in Hospitality Sector.....II-28
Real Estate Enterprises Prefer Software-Enabled CRM Strategy.....II-28
2$200
   Consolidation Continues to Define the CRM Landscape.....II-301$100
   Select M&A Deals in the CRM Market in 2013-2014.....II-311$100
   Market Share Analysis.....II-32
Market Share Findings:.....II-32
Table 8: Leading Players in the Global CRM Software Market (2014): Percentage Share Breakdown of Revenues for Microsoft, Oracle, Salesforce.com, SAP and Others (includes corresponding Graph/Chart).....II-32
1$350
   Table 9: Leading Players in the Global Sales Automation CRM Market (2014): Percentage Share Breakdown of Revenues for Microsoft, Oracle, Salesforce.com, SAP and Others (includes corresponding Graph/Chart).....II-33

Table 10: Leading Players in the Global Customer Service & Support CRM Market (2014): Percentage Share Breakdown of Revenues for Microsoft, Oracle, Salesforce.com, SAP and Others (includes corresponding Graph/Chart).....II-33

Table 11: Leading Players in the Global Marketing Automation CRM Market (2014): Percentage Share Breakdown of Revenues for Adobe, Oracle, Salesforce.com, SAP, SAS Institute and Others (includes corresponding Graph/Chart).....II-33
1$350
   Table 12: Leading Players in the Global Life Sciences CRM Market (2014): Percentage Share Breakdown of Revenues for Cedegim, Oracle, Veeva and Others (includes corresponding Graph/Chart).....II-34
Key Issues & Challenges.....II-34
Lower User Adoption.....II-34
High Failure Rates.....II-34
Software Complexity.....II-34
1$350
   Data Security Concerns.....II-35
Answering Data Security Concerns – A High Priority for Enterprises & Software
  Vendors.....II-35
1$100
   What is Customer Relationship Management (CRM)?.....II-36
Evolution of CRM.....II-36
1$100
   First-Generation CRM.....II-37
Second-Generation CRM.....II-37
Third-Generation CRM.....II-37
1$100
   Major CRM Constituencies.....II-38
Enterprises.....II-38
Customers and Partners.....II-38
CRM Software Vendors.....II-38
CRM Application Service Providers.....II-38
CRM Hardware and Infrastructure Vendors.....II-38
Management Consultants.....II-38
Types of CRM.....II-38
Based on Components.....II-38
Operational.....II-38
1$100
   Sales-Force Automation.....II-39
Marketing Automation.....II-39
1$100
   Service Automation.....II-40
Collaborative.....II-40
Customer Interaction Center.....II-40
Internet and eCRM.....II-40
Contact Management.....II-40
1$100
   Analytical.....II-41
Sales Analysis.....II-41
Marketing Analysis.....II-41
Service Analysis.....II-41
Strategic.....II-41
Based on Deployment Options.....II-41
1$100
   On-Premise.....II-42
Vendor-Managed On-Premise.....II-42
Software-as-a-Service (SaaS) CRM.....II-42
Multi-Tenant Software-as-a-Service.....II-42
1$100
   Single-Tenant Software-as-a-Service.....II-43
Hybrid.....II-43
Open Source.....II-43
1$100
   Key Factors to be Considered Prior to Selecting an Appropriate CRM Deployment.....II-441$100
   Benefits.....II-45
Potential Disadvantages of CRM Implementations.....II-45
1$100
   Common Misconceptions Associated with CRM.....II-461$100
   Application of CRM in Select End-Use Sectors.....II-47
Automotive.....II-47
Consumer Goods.....II-47
High-Tech.....II-47
Banks.....II-47
1$100
   Insurance.....II-48
Life Sciences.....II-48
Healthcare.....II-48
Biotech.....II-48
1$100
   Higher Education.....II-49
Hospitality.....II-49
Real Estate.....II-49
Utilities.....II-49
1$100
   Non-Profit Organizations.....II-501$100
   AvePoint to Showcase New CRM Solutions.....II-51
Zoho Rolls Out New Zoho CRM Free Edition.....II-51
mGage Unveils New Campaign Management and Analytics Platform.....II-51
NetSuite Unveils NetSuite BPO Partner Program.....II-51
Zoho Upgrades Zoho CRM with the Inclusion of Zoho CRM for Google AdWords.....II-51
1$100
   Zoho Rolls Out Zoho CRM Plus.....II-52
Pipeliner CRM Unveils New Version of Pipeliner CRM Software.....II-52
Amdocs Unveils Amdocs CES 9 Suite for Customer Experience.....II-52
Galigeo Introduces New Galigeo-for-CRM Location Intelligence Software Solution.....II-52
WorkWise Introduces CRM Mobile-Equipped OnContact CRM 7.6.....II-52
ScottCare to Unveil OneView™ CRM 4.0 Software.....II-52
1$100
   Veeva Systems Unveils Cloud-based Veeva Network.....II-53
Veeva Systems Unveils New CLM and CRM Solution Designed for Use on Windows 8
  Operating System.....II-53
iYogi Announces Introduction of Digital Services Cloud CRM Solution.....II-53
StayinFront to Showcase Fact-based and Cloud-based Solutions.....II-53
SugarCRM Introduces New Managed Sugar Private Cloud Solution.....II-53
1$100
   InsideView® Announces Integration of SAP Customer OnDemand and SAP® CRM with InsideView
  CRM Sales Intelligence Solution.....II-54
Ntractive Launches Elements CRM 5.0 Solution.....II-54
Demand Advantage Launches Auto Shop Advantage System.....II-54
SutiSoft Unveils SutiCRM 6.0.3 CRM.....II-54
One E Systems Introduces 1ESystems Cloud-based Integrated Automation Platform.....II-54
Dominion Dealer Solutions Launches Web-based Dominion CRM Platform.....II-54
1$100
   Salesforce.com Unveils Salesforce Company Communities.....II-55
Salesforce.com Unveils Salesforce Social.com™ Social Advertising Application.....II-55
Salesforce.com Unveils Salesforce Chatter CRM.....II-55
Oracle Introduces Oracle RightNow Cloud Service.....II-55
Oracle Partners Develop Oracle Accelerate Solutions.....II-55
Infor Launches Cloud Version of Epiphany Interaction Advisor.....II-55
1$100
   Avaya Unveils Outbound Contact Express CRM Solution.....II-56
OnviSource Announces Availability of OnviCenter Range through Avaya.....II-56
HP Enterprise Services Unveils HP Customer Engagement as a Service.....II-56
Avaya Introduces New Analytics and Customer Interaction Solutions.....II-56
AvePoint Unveils Microsoft Dynamics CRM Product Range.....II-56
SalesFUSION Introduces New Version of SalesFUSION 360 for Sage CRM.....II-56
1$100
   Aptean Rolls Out Saratoga 6.8.1.....II-57
Cegedim Relationship Management Unveils New Version of Organization Manager.....II-57
Resco Rolls Outy New Extra Modules for Resco Mobile CRM.....II-57
Epicor Software Launches Epicor Retail CRM 7.0.....II-57
HomeFront Software to Unveil CRM Software for Home Builders.....II-57
Sales Simplicity Software Unveils CRM System.....II-57
1$100
   AMC Technology to Introduce Contact Canvas 2013 Winter Release.....II-58
Swiftpage Introduces Saleslogix Mobile Solution.....II-58
Salesforce.com Introduces Salesforce Communities.....II-58
Aptean Launches Onyx 7.4 CRM Solution.....II-58
SugarCRM Launches CRM App for iOS Devices.....II-58
Cincom Systems Enhances Cincom Acquire® Integration with Microsoft Dynamics®
  CRM.....II-58
1$100
   SplendidCRM Software Launches SplendidCRM Version 7.1.....II-59
Zoho Introduces New Upgrades for Zoho CRM.....II-59
Statera Introduces New Customer Relationship Management System.....II-59
Converge Enterprise to Introduce Beta Version of Converge Enterprise CRM
  Platform.....II-59
Zurmo Unveils Zurmo 1.5 CRM.....II-59
CWR Mobility Introduces Mobile First Initiative.....II-59
1$100
   Commence Launches New Version of its CRM Software.....II-60
Soffront Software Introduces CRM Solution for Business Coaching Industry.....II-60
Specialty Data Systems Introduces SDS CRM for Broadcasters.....II-60
Cegedim Relationship Management Rolls Out Mobile Intelligence 9 CRM Solution.....II-60
CTG and Engage One to Introduce CRM Solution for Pharmaceutical Industry.....II-60
WorldWideMarkets Unveils IB Explorer CRM.....II-60
1$100
   Access UK Launches aCloud CRM SaaS Platform.....II-61
Acidaes Solutions Upgrades CRMnext Mailing List Functionality.....II-61
CRMnext Introduces Strategy Consonants Functionality.....II-61
SmartRx Launches Customer Relationship Management Solutions for Healthcare
  Providers.....II-61
CRMnext Launches Workspaces Module File Repository.....II-61
1$100
   Edgewater Technology Acquires Zero2Ten.....II-62
SugarCRM Acquires Stitch.....II-62
Veeva Systems to Implement Multichannel CRM for GSK.....II-62
Microsoft Dynamics Selects InsideSales.com As Global Independent Solutions Vendor
  Partner.....II-62
T-Systems Commences SugarCRM Software Hosting Service in Germany.....II-62
Infor Takes Over Saleslogix from Swiftpage.....II-62
1$100
   IMS Health to acquire Cegedim’s CRM Business.....II-63
SYNNEX Takes Over IBM’s CRM Business.....II-63
Microsoft Dynamics CRM to Takeover Parature.....II-63
Salesforce Takes Over RelateIQ.....II-63
NetSuite to Provide NetSuite SuiteCommerce to Cleaner's Supply.....II-63
Salesforce.com Joins Hands with Omnicom Group.....II-63
Cegedim Relationship Management Bags New Contract from Pernix Therapeutics.....II-63
1$100
   Infor Makes Significant Investments in Infor CRM.....II-64
VetAdvisor Selects SugarCRM.....II-64
SugarCRM Teams Up with Dun & Bradstreet.....II-64
ImmobilienScout24 Takes Over FLOWFACT.....II-64
Salesforce.com Takes Over ExactTarget.....II-64
Leading CRM Experts Consortium Establishes Access 2 Insight.....II-64
1$100
   Salesnet® Replaces Existing Communication Manager with Microsoft Word Add-In in
  Salesnet CRM Solution.....II-65
EnablePath Secures GOLD PARTNER Status from Salesforce.com.....II-65
NextPrinciples Implements Insight-To-Action CRM Platform for New Clients.....II-65
Microsoft Announces Integration of MarketingPilot with Dynamics CRM.....II-65
Fundly Enters into Partnership with Bloomerang.....II-65
IMS Health Acquires 360 Vantage.....II-65
1$100
   Trulia to Take Over Market Leader.....II-66
Backstop Solutions Group Takes Over PerTrac CMS Product Line from eVestment.....II-66
Epicom and Easy Solutions Enter into Partnership for Launch of SugarCRM Hosting
  Platform.....II-66
Edgewater Fullscope Acquires TPM Software Intellectual Property.....II-66
IMS Health Takes Over Appature.....II-66
Sonoma Partners Snaps Up Salesforce.com Consulting Division from Technology Services
  Group.....II-66
1$100
   Protection 1 Acquires Certain Pinnacle Security Assets.....II-67
Yodle Takes Over Lighthouse Practice Management Group.....II-67
TOA Technologies Renews Global Partnership with Amdocs.....II-67
NetSuite Takes Over Retail Anywhere.....II-67
Infor Acquires TDCI.....II-67
Infor Acquires CERTPOINT Systems.....II-67
1$100
   SteelHouse Enters into Partnership with LiveRamp.....II-68
InvisibleCRM and SAP Ink OEM Agreement.....II-68
InsideView® Integrates InsideView CRM Sales Intelligence Platform with SAP Software
  Products.....II-68
Consona Merges with CDC Software to Establish Aptean.....II-68
Maximizer Software Inks Agreement with Hubspot.....II-68
ADS DataSystems Takes Over THINQ Business Solutions.....II-68
1$100
   SAP to Takeover hybris.....II-69
SAP to Take Over Ticket-Web.....II-69
Sage Pay Enters into Collaboration with Enbu Consulting for Sage CRM
  Integration.....II-69
Swiftpage Acquires Saleslogix and Sage Act! CRM Businesses from The Sage Group.....II-69
Advanced Computer Software Group Purchases Computer Software Holdings.....II-69
Microsoft Takes Over Netbreeze.....II-69
1$100
   CWR Mobility Enters into Partnership with Industrial Software.....II-70
eFuture Information Technology Signs Agreement with Guofang Group.....II-70
Wherescape Enters into Partnership with Path ITTS for WhereScape 3D and WhereScape
  RED.....II-70
Amadeus IT Holding Takes Over Hitit Loyalty from Hitit Computer Services.....II-70
1$100
   Adapt Software Applications, Inc. (US).....II-71
Adobe Systems Incorporated (US).....II-71
Amdocs, Inc. (US).....II-71
Aplicor, Inc. (US).....II-71
1$100
   Aptean (US).....II-72
Cegedim (US).....II-72
1$100
   Concursive Corporation (US).....II-73
Convergys Corp. (US).....II-73
Huawei Technologies Co., Ltd. (China).....II-73
1$100
   Infor Global Solutions, Inc. (US).....II-74
Maximizer Software, Inc. (Canada).....II-74
Microsoft Corporation (US).....II-74
1$100
   NetSuite, Inc. (US).....II-75
Oracle Corp. (US).....II-75
The Sage Group plc (UK).....II-75
1$100
   Salesforce.com, Inc. (US).....II-76
SAP AG (Germany).....II-76
SAS Institute, Inc. (US).....II-76
1$100
   Selligent SA (Belgium).....II-77
SplendidCRM Software, Inc. (US).....II-77
SugarCRM, Inc. (US).....II-77
SYNNEX Corporation (US).....II-77
1$100
   Vtiger (US).....II-78
WebCRM (Denmark).....II-78
1$100
   ZOHO Corporation (US).....II-791$100
   Table 13: World Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America, and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-801$350
   Table 14: World Historic Review for Customer Relationship Management (CRM) Software by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America, and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2013 (includes corresponding Graph/Chart).....II-811$350
   Table 15: World 12-Year Perspective for Customer Relationship Management (CRM) Software by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America, and Rest of World Markets for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....II-821$350
   Table 16: World Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Functional Area - Sales Force Automation, Customer Support, Marketing Automation and e-commerce Independently Analyzed with Annual Revenues in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-831$350
   Table 17: World Historic Review for Customer Relationship Management (CRM) Software by Functional Area - Sales Force Automation, Customer Support, Marketing Automation and e-commerce Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2013 (includes corresponding Graph/Chart).....II-841$350
   Table 18: World 12-Year Perspective for Customer Relationship Management (CRM) Software by Functional Area - Percentage Breakdown of Revenues for Sales Force Automation, Customer Support, Marketing Automation and e-commerce for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....II-851$350
   Table 19: World Recent Past, Current and Future Analysis for On-Premise CRM Software by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America, and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-861$350
   Table 20: World Historic Review for On-Premise CRM Software by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America, and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2013 (includes corresponding Graph/Chart).....II-871$350
   Table 21: World 12-Year Perspective for On-Premise CRM Software by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America, and Rest of World Markets for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....II-881$350
   Table 22: World Recent Past, Current and Future Analysis for SaaS CRM Software by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America, and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-891$350
   Table 23: World Historic Review for SaaS CRM Software by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America, and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2013 (includes corresponding Graph/Chart).....II-901$350
   Table 24: World 12-Year Perspective for SaaS CRM Software by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America, and Rest of World Markets for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....II-911$350
   A. Market Analysis.....III-1
Outlook.....III-1
Mobile CRM Gains Pace.....III-1
1$75
   Table 25: US Mobile Worker Population (2014): Percentage Breakdown of Number of Mobile Workers by Nature of Work - Mobile Office, Mobile Non-Office, & Mobile Home Based (includes corresponding Graph/Chart).....III-2
US Real Estate Enterprises Prefer CRM.....III-2
1$200
   CRM Software Comes Handy to Treatment Centers.....III-3
Market Share Findings.....III-3
Table 26: Leading Players in the US CRM Market (2014): Percentage Share Breakdown of Revenues for Microsoft, Oracle, Salesforce, SAP and Others (includes corresponding Graph/Chart).....III-3
1$200
   Product Launches.....III-49$675
   Strategic Corporate Developments.....III-136$450
   Select Players.....III-196$450
   B. Market Analytics.....III-25
Table 27: US Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-25
1$200
   Table 28: US Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-261$200
   Table 29: US 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-271$200
   A. Market Analysis.....III-28
Outlook.....III-28
Product Launch.....III-28
Strategic Corporate Developments.....III-28
1$75
   Maximizer Software, Inc. – A Major Canadian Player.....III-29
B. Market Analytics.....III-29
Table 30: Canadian Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-29
1$200
   Table 31: Canadian Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-301$200
   Table 32: Canadian 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-311$200
   A. Market Analysis.....III-32
Outlook.....III-32
B. Market Analytics.....III-32
Table 33: Japanese Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-32
1$200
   Table 34: Japanese Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-331$200
   Table 35: Japanese 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-341$200
   A. Market Analysis.....III-35
Outlook.....III-35
1$75
   B. Market Analytics.....III-36
Table 36: European Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Geographic Region - France, Germany, Italy, UK, Spain, Russia, and Rest of Europe Markets Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-36
1$200
   Table 37: European Historic Review for Customer Relationship Management (CRM) Software by Geographic Region - France, Germany, Italy, UK, Spain, Russia, and Rest of Europe Markets Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-371$200
   Table 38: European 12-Year Perspective for Customer Relationship Management (CRM) Software by Geographic Region - Percentage Breakdown of Revenues for France, Germany, Italy, UK, Spain, Russia, and Rest of Europe Markets for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-381$200
   Table 39: European Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-391$200
   Table 40: European Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-401$200
   Table 41: European 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-411$200
   A. Market Analysis.....III-42
Outlook.....III-42
Market Scenario.....III-42
Strategic Corporate Developments.....III-42
1$75
   B. Market Analytics.....III-43
Table 42: French Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-43
1$200
   Table 43: French Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-441$200
   Table 44: French 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-451$200
   A. Market Analysis.....III-46
Outlook.....III-46
Market Overview.....III-46
Strategic Corporate Developments.....III-46
1$75
   SAP AG – A Major German Player.....III-471$75
   B. Market Analytics.....III-48
Table 45: German Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-48
1$200
   Table 46: German Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-491$200
   Table 47: German 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-501$200
   A. Market Analysis.....III-51
Outlook.....III-51
B. Market Analytics.....III-51
Table 48: Italian Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-51
1$200
   Table 49: Italian Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-521$200
   Table 50: Italian 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-531$200
   A. Market Analysis.....III-54
Outlook.....III-54
Industry Outlook.....III-54
Product Launches.....III-54
1$75
   Strategic Corporate Developments.....III-55
The Sage Group plc – A Major UK Player.....III-55
1$75
   B. Market Analytics.....III-56
Table 51: UK Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-56
1$200
   Table 52: UK Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-571$200
   Table 53: UK 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-581$200
   A. Market Analysis.....III-59
Outlook.....III-59
B. Market Analytics.....III-59
Table 54: Spanish Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-59
1$200
   Table 55: Spanish Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-601$200
   Table 56: Spanish 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-611$200
   A. Market Analysis.....III-62
Outlook.....III-62
Market Overview.....III-62
1$75
   B. Market Analytics.....III-63
Table 57: Russian Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-63
1$200
   Table 58: Russian Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-641$200
   Table 59: Russian 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-651$200
   A. Market Analysis.....III-66
Outlook.....III-66
Strategic Corporate Developments.....III-66
Select Players.....III-66
2$150
   B. Market Analytics.....III-68
Table 60: Rest of Europe Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-68
1$200
   Table 61: Rest of Europe Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-691$200
   Table 62: Rest of Europe 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-701$200
   A. Market Analysis.....III-71
Outlook.....III-71
The Fastest Growing Regional Market.....III-71
1$75
   B. Market Analytics.....III-72
Table 63: Asia-Pacific Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Geographic Region - Australia, China, India, South Korea, and Rest of Asia-Pacific Markets Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-72
1$200
   Table 64: Asia-Pacific Historic Review for Customer Relationship Management (CRM) Software by Geographic Region - Australia, China, India, South Korea, and Rest of Asia-Pacific Markets Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-731$200
   Table 65: Asia-Pacific 12-Year Perspective for Customer Relationship Management (CRM) Software by Geographic Region - Percentage Breakdown of Revenues for Australia, China, India, South Korea, and Rest of Asia-Pacific Markets for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-741$200
   Table 66: Asia-Pacific Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-751$200
   Table 67: Asia-Pacific Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-761$200
   Table 68: Asia-Pacific 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-771$200
   A. Market Analysis.....III-78
Outlook.....III-78
B. Market Analytics.....III-78
Table 69: Australian Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-78
1$200
   Table 70: Australian Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-791$200
   Table 71: Australian 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-801$200
   A. Market Analysis.....III-81
Outlook.....III-81
Market Scenario.....III-81
Competitive Scenario.....III-81
1$75
   Market Share Findings.....III-82
Table 72: Leading Players in the Chinese CRM Software Market (2014): Percentage Share Breakdown of Dollar Sales for Adobe, Kingdee, Oracle, SAP, Yonyou and Others (includes corresponding Graph/Chart).....III-82
Strategic Corporate Development.....III-82
Huawei Technologies Co., Ltd. – A Major Chinese Player.....III-82
1$200
   B. Market Analytics.....III-83
Table 73: Chinese Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-83
1$200
   Table 74: Chinese Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-841$200
   Table 75: Chinese 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-851$200
   A. Market Analysis.....III-86
Outlook.....III-86
Market Scenario.....III-86
1$75
   Product Launches.....III-871$75
   B. Market Analytics.....III-88
Table 76: Indian Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-88
1$200
   Table 77: Indian Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-891$200
   Table 78: Indian 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-901$200
   A. Market Analysis.....III-91
Outlook.....III-91
B. Market Analytics.....III-91
Table 79: South Korean Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-91
1$200
   Table 80: South Korean Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-921$200
   Table 81: South Korean 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-931$200
   A. Market Analysis.....III-94
Outlook.....III-94
CRM Opportunities Vietnam – A Review.....III-94
1$75
   B. Market Analytics.....III-95
Table 82: Rest of Asia-Pacific Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-95
1$200
   Table 83: Rest of Asia-Pacific Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-961$200
   Table 84: Rest of Asia-Pacific 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-971$200
   A. Market Analysis.....III-98
Outlook.....III-98
Market Overview.....III-98
1$75
   B. Market Analytics.....III-99
Table 85: Latin American Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Geographic Region - Brazil and Rest of Latin America Markets Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-99
1$200
   Table 86: Latin American Historic Review for Customer Relationship Management (CRM) Software by Geographic Region - Brazil and Rest of Latin America Markets Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-1001$200
   Table 87: Latin American 12-Year Perspective for Customer Relationship Management (CRM) Software by Geographic Region - Percentage Breakdown of Revenues for Brazil and Rest of Latin America Markets for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-1011$200
   Table 88: Latin American Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-1021$200
   Table 89: Latin American Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-1031$200
   Table 90: Latin American 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-1041$200
   A. Market Analysis.....III-105
Outlook.....III-105
Strategic Corporate Development.....III-105
1$75
   B. Market Analytics.....III-106
Table 91: Brazilian Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-106
1$200
   Table 92: Brazilian Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-1071$200
   Table 93: Brazilian 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-1081$200
   A. Market Analysis.....III-109
Outlook.....III-109
B. Market Analytics.....III-109
Table 94: Rest of Latin America Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-109
1$200
   Table 95: Rest of Latin America Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-1101$200
   Table 96: Rest of Latin America 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-1111$200
   A. Market Analysis.....III-112
Outlook.....III-112
B. Market Analytics.....III-112
Table 97: Rest of World Recent Past, Current and Future Analysis for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-112
1$200
   Table 98: Rest of World Historic Review for Customer Relationship Management (CRM) Software by Type - On-Premise CRM and SaaS CRM Independently Analyzed with Annual Revenues in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-1131$200
   Table 99: Rest of World 12-Year Perspective for Customer Relationship Management (CRM) Software by Type - Percentage Breakdown of Revenues for On-Premise CRM and SaaS CRM for Years 2009, 2015, and 2020 (includes corresponding Graph/Chart).....III-1141$200
    
 
 


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