HOME Top Market Reports CRM Analytics Market by Type (Sales Analytics, Customer Analytics, Contact Center Analytics, Marketing Analytics, Web & Social Media Analytics) - Global Forecast to 2019

CRM Analytics Market by Type (Sales Analytics, Customer Analytics, Contact Center Analytics, Marketing Analytics, Web & Social Media Analytics) - Global Forecast to 2019

By: marketsandmarkets.com
Publishing Date: March 2015
Report Code: TC 3287

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In this changing era where customers go through complete buying cycle before thinking of the vendors, it has now become important to engage the customers with personalized and multichannel campaigns. CRM analytics helps the marketing team to plan, execute, and measure campaigns across channels, from start to finish and make strategic decision based on the results derived from the data available on the customer behavior and choices.

CRM analytics provides fact-based information on entire sales process and product demand, customer price sensitivity, and overall pricing effectiveness. It helps the companies to retain their customers by managing and tracking campaign performance. The CRM analytics not only enhances the customer relation in terms of sales and services but also improves the supply chain management thus resulting into lower costs and more competitive pricing.

The CRM Analytics market is broadly classified into applications such as sales analytics, customer analytics, contact center analytics, marketing analytics, web & social media analytics. The marketing analytics helps the companies to make various campaign programs for customers and engage them one to one across channels, build the sales pipeline, and also demonstrate the impact of the marketing investments in real time.

Increased competition and need to retain the important customers is accelerating the demand for CRM Analytics. There are several other factors such as rise in big data and having insights about sales are further pushing this market on high growth trajectory.

Some of the key vendors occupying the market are Salesforce Inc., IBM, SAP AG, SAS Institute Inc., Oracle, Teradata, Accenture, Angoss Software, and Microsoft. These key vendors are blistering growth in the CRM analytics market over the past few years through a combination of accelerated product development, mergers and acquisitions and ecosystem expansion. The market research report discusses key vendors and their strategies and insights in this market. It also provides in-depth study of driving factors, opportunities and challenges for this market.

This report analyzes regional markets in terms of the market trends and future opportunities. MarketsandMarkets has segmented the global CRM analytics market by types, deployment model, end users, verticals, and regions. The report also includes MarketsandMarkets views on the key players and their strategies adopted in this market. The forecast period for this research report is 2014-2019, with 2013 considered as the base year. The report categorizes CRM Analytics market into following sub-segments:

On the basis of Types:

  • Sales Analytics
  • Customer Analytics
  • Contact Center Analytics
  • Marketing Analytics
  • Web & Social Media Analytics

On the basis of end users:

  • Large Enterprises
  • Small and Medium Businesses

On the basis of vertical:

  • Banking, financial services and Insurance (BFSI)
  • Telecommunications and IT
  • Retail & Wholesales
  • Energy and Utilities
  • Manufacturing
  • Healthcare and life science
  • Transportation and Logistics
  • Media and Entertainment
  • Hospitality
  • Others

On the basis of deployment:

  • On-premise
  • Cloud

On the basis of region:

  • North America (NA)
  • Europe
  • Asia-Pacific (APAC)
  • Middle East and Africa (MEA)
  • Latin America (LA)

Table of Contents

1 Introduction (Page No. - 14)
    1.1 Objectives of the Study
    1.2 Market Definition
    1.3 Market Scope
    1.4 Markets Covered
           1.4.1 Years Considered for the Study
    1.5 Currency
    1.6 Limitation
    1.7 Stakeholders

2 Research Methodology (Page No. - 17)
    2.1 Market Size Estimation
    2.2 Market Breakdown and Data Triangulation
    2.3 Market Share Estimation
           2.3.1 Key Data Taken From Secondary Sources
           2.3.2 Key Data Taken From Primary Sources
           2.3.3 Key Industry Insights
    2.4 Assumptions

3 Executive Summary (Page No. - 25)
    3.1 Best Market to Invest

4 Premium Insights (Page No. - 29)
    4.1 Attractive Market Opportunities 
    4.2 Life Cycle Analysis, By Region
    4.3 Region-Wise Adoption
    4.4 Key Verticals and Regional Markets in the CRM Analytics Market

5 Market Overview (Page No. - 33)
    5.1 Introduction
    5.2 Market Segmentation
           5.2.1 By Type
           5.2.2 By End User
           5.2.3 By Deployment
           5.2.4 By Vertical
           5.2.5 By Region
    5.3 Market Dynamics
           5.3.1 Drivers
                    5.3.1.1 Explosive Growth in Data Generation
                    5.3.1.2 Proven Benefits of Analytics
           5.3.2 Restraints
                    5.3.2.1 Data Management, Quality, and Integration Concerns
           5.3.3 Opportunities
                    5.3.3.1 Increase in the Adoption of Cloud-Based CRM Analytics
                    5.3.3.2 Regulatory Compliance
           5.3.4 Challenges
                    5.3.4.1 Need for Customization
                    5.3.4.2 Data Privacy and Security Concerns

6 Industry Trends (Page No. - 41)
    6.1 Introduction
    6.2 Value Chain Analysis
    6.3 Ecosystem
    6.4 Porter’s Five Forces Analysis
           6.4.1 Threat From New Entrants
           6.4.2 Threat From Substitutes
           6.4.3 Bargaining Power of Suppliers
           6.4.4 Bargaining Power of Buyers
           6.4.5 Intensity of Competitive Rivalry

7 CRM Analytics Market Analysis, By Type (Page No. - 46)
    7.1 Introduction
    7.2 Marketing Analytics
    7.3 Sales Analytics
    7.4 Customer Analytics
    7.5 Contact Center Analytics
    7.6 Web and Social Media Analytics

8 CRM Analytics Market Analysis, By End User (Page No. - 54)
    8.1 Introduction
    8.2 Small and Medium Businesses (SMBS)
    8.3 Large Enterprises

9 Market Analysis, By Deployment (Page No. - 58)
    9.1 Introduction
    9.2 On-Premises
    9.3 Cloud

10 Market, By Vertical (Page No. - 62)
    10.1 Introduction
    10.2 Banking, Financial Services, and Insurance (BFSI)
    10.3 Retail and Wholesale
    10.4 Healthcare and Life Sciences
    10.5 Telecommunication and IT
    10.6 Energy and Utilities
    10.7 Media and Entertainment
    10.8 Transportation and Logistics
    10.9 Hospitality
    10.10 Manufacturing
    10.11 Others

11 CRM Analytics Market Analysis, By Region (Page No. - 82)
     11.1 Introduction
     11.2 North America
     11.3 Europe
     11.4 Asia-Pacific (APAC)
     11.5 Middle East and Africa (MEA)
     11.6 Latin America (LA)

12 Competitive Landscape (Page No. - 88)
     12.1 Overview
     12.2 Competitive Situation and Trends
             12.2.1 New Product Launches
             12.2.2 Agreements, Partnerships, Collaborations, and Joint Ventures
             12.2.3 Mergers and Acquisitions
             12.2.4 Expansion

13 Company Profiles (Page No. - 93)
(Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MNM View)*
     13.1 Introduction
     13.2 Oracle Corporation
     13.3 SAP SE
     13.4 International Business Machines Corporation
     13.5 Microsoft Corporation
     13.6 SAS Institute, Inc.
     13.7 Accenture PLC
     13.8 Infor
     13.9 Teradata
     13.10 Angoss Software Corporation
     13.11 Salesforce

*Details on Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MNM View Might Not be Captured in Case of Unlisted Companies.

14 Appendix (Page No. - 117)
     14.1 Insights of Industry Experts
     14.2 Discussion Guide
     14.3 Introducing RT: Real-Time Market Intelligence
     14.4 Available Customizations
     14.5 Related Reports


List of Tables (72 Tables)
 
Table 1 CRM Analytics Market: Driver Analysis
Table 2 Market Restraint Analysis
Table 3 Market Opportunity Analysis
Table 4 Market Challenge Analysis
Table 5 Global CRM Analytics Market Size, By Type, 2012–2019 ($Million)
Table 6 Marketing Analytics: Market Size, By Region,2012–2019 ($Million)
Table 7 Marketing Analytics: Market Size, By Deployment,2012–2019 ($Million)
Table 8 Sales Analytics: Market Size, By Region,2012–2019 ($Million)
Table 9 Sales Analytics: Market Size, By Deployment,2012–2019 ($Million)
Table 10 Customer Analytics: Market Size, By Region,2012–2019 ($Million)
Table 11 Customer Analytics: Market Size, By Deployment,2012–2019 ($Million)
Table 12 Contact Center Analytics: Market Size, By Region,2012–2019 ($Million)
Table 13 Contact Center Analytics: Market Size, By Deployment, 2012–2019 ($Million)
Table 14 Web and Social Media Analytics: Market Size, By Region, 2012–2019 ($Million)
Table 15 Web and Social Media Analytics: Market Size, By Deployment, 2012–2019 ($Million)
Table 16 CRM Analytics Market Size, By End User, 2012–2019 ($Million)
Table 17 SMBs: Market Size, By Type, 2012–2019 ($Million)
Table 18 Large Enterprises: Market Size, By Type,2012–2019 ($Million)
Table 19 CRM Analytics Market Size, By Deployment, 2012–2019 ($Million)
Table 20 On-Premises: Market Size, By Size, 2012–2019 ($Million)
Table 21 Cloud: Market Size, By Size, 2012–2019 ($Million)
Table 22 CRM Analytics Market Size, By Vertical, 2012–2019 ($Million)
Table 23 BFSI: Market Size, By Type, 2012–2019 ($Million)
Table 24 BFSI: Market Size, By Region, 2012–2019 ($Million)
Table 25 BFSI: Market Size, By End User, 2012–2019 ($Million)
Table 26 BFSI: Market Size, By Deployment, 2012–2019 ($Million)
Table 27 Retail and Wholesale: CRM Analytics Market Size, By Type,2012–2019 ($Million)
Table 28 Retail and Wholesale: Market Size, By Region,2012–2019 ($Million)
Table 29 Retail and Wholesale: Market Size, By End User,2012–2019 ($Million)
Table 30 Retail and Wholesale: Market Size, By Deployment, 2012–2019 ($Million)
Table 31 Healthcare and Life Sciences: Market Size, By Type, 2012–2019 ($Million)
Table 32 Healthcare and Life Sciences: Market Size, By Region, 2012–2019 ($Million)
Table 33 Healthcare and Life Sciences: Market Size, By End User, 2012–2019 ($Million)
Table 34 Healthcare and Life Sciences: Market Size, By Deployment, 2012–2019 ($Million)
Table 35 Telecommunication and IT: CRM Analytics Market Size, By Type,2012–2019 ($Million)
Table 36 Telecommunication and IT: Market Size, By Region,2012–2019 ($Million)
Table 37 Telecommunication and IT: Market Size, By End User, 2012–2019 ($Million)
Table 38 Telecommunication and IT: Market Size, By Deployment, 2012–2019 ($Million)
Table 39 Energy and Utilities: Market Size, By Type,2012–2019 ($Million)
Table 40 Energy and Utilities: Market Size, By Region,2012–2019 ($Million)
Table 41 Energy and Utilities: Market Size, By End User,2012–2019 ($Million)
Table 42 Energy and Utilities: Market Size, By Deployment,2012–2019
Table 43 Media and Entertainment: CRM Analytics Market Size, By Type,2012–2019 ($Million)
Table 44 Media and Entertainment: Market Size, By Region,2012–2019 ($Million)
Table 45 Media and Entertainment: Market Size, By End User, 2012–2019 ($Million)
Table 46 Media and Entertainment: Market Size, By Deployment, 2012–2019
Table 47 Transportation and Logistics: Market Size, By Type, 2012–2019 ($Million)
Table 48 Transportation and Logistics: Market Size, By Region, 2012–2019 ($Million)
Table 49 Transportation and Logistics: Market Size, By End User, 2012–2019 ($Million)
Table 50 Transportation and Logistics: Market Size, By Deployment, 2012–2019 ($Million)
Table 51 Hospitality: CRM Analytics Market Size, By Type, 2012–2019 ($Million)
Table 52 Hospitality: Market Size, By Region, 2012–2019 ($Million)
Table 53 Hospitality: Market Size, By End User,2012–2019 ($Million)
Table 54 Hospitality: Market Size, By Deployment,2012–2019 ($Million)
Table 55 Manufacturing: Market Size, By Type,2012–2019 ($Million)
Table 56 Manufacturing: Market Size, By Region,2012–2019 ($Million)
Table 57 Manufacturing: Market Size, By End User,2012–2019 ($Million)
Table 58 Manufacturing: Market Size, By Deployment,2012–2019 ($Million)
Table 59 Others: CRM Analytics Market Size, By Type, 2012–2019 ($Million)
Table 60 Others: Market Size, By Region, 2012–2019 ($Million)
Table 61 Others: Market Size, By End User, 2012–2019 ($Million)
Table 62 Others: Market Size, By Deployment,2012–2019 ($Million)
Table 63 CRM Analytics Market Size, By Region, 2012–2019 ($Million)
Table 64 NA: Market Size, By End User, 2012–2019 ($Million)
Table 65 Europe: Market Size, By End User, 2012–2019 ($Million)
Table 66 APAC: Market Size, By End User, 2012–2019 ($Million)
Table 67 MEA: Market Size, By End User, 2012–2019 ($Million)
Table 68 LA: Market Size, By End User, 2012–2019 ($Million)
Table 69 New Product Launches, 2011–2014
Table 70 Agreements, Partnerships, Collaborations, and Joint Ventures,2011–2014
Table 71 Mergers and Acquisitions, 2011–2014
Table 72 Expansions, 2012–2014
 
 
List of Figures (44 Figures)
 
Figure 1 CRM Analytics Market: Research Design
Figure 2 Market Size Estimation Methodology: Bottom-Up Approach
Figure 3 Market Size Estimation Methodology: Top-Down Approach
Figure 4 Breakdown of Primary Interview: By Company Type, Designation, and Region
Figure 5 Market Snapshot of Regions Covered (2014)
Figure 6 CRM Analytics Market Snapshot on the Basis of Types (2014 vs. 2019)
Figure 7 Cloud Deployment Model is Creating Huge Investment Opportunities
Figure 8 Lucrative Market Prospects in the Market
Figure 9 Life Cycle Analysis, By Region (2014): LA Soon to Enter Exponential Growth Phase During the Forecast Period
Figure 10 LA Leading the CRM Analytics Market With the Highest Growth Rate
Figure 11 Top Three Verticals and Regions, By Market Growth Rate (2014–2019)
Figure 12 CRM Analytics Market Segmentation: By Type
Figure 13 Market Segmentation: By End User
Figure 14 Market Segmentation: By Deployment
Figure 15 Market Segmentation: By Vertical
Figure 16 Market Segmentation: By Region
Figure 17 Market Dynamics
Figure 18 Value Chain Analysis
Figure 19 Customer Analytics Ecosystem
Figure 20 Porter’s Five Forces Analysis
Figure 21 Marketing Analytics Segment is Expected to Have the Highest Market Size Throughout the Forecast Period
Figure 22 CRM Analytics Market Size in SMB is Expected to Grow By 16.4% During the Forecast Period
Figure 23 Market Size for Cloud Deployment Model is Expected to Grow By 16.6% During the Forecast Period
Figure 24 Market Growth Rate Comparison: By Vertical
Figure 25 Market Comparison: By Region
Figure 26 NA Market Have the Highest Adoption for CRM Analytics
Figure 27 Companies Adopted Agreements, Partnerships, Collaborations, and Joint Ventures as the Key Growth Strategy Over the Last 3 Years
Figure 28 Microsoft Grew at the Fastest Rate Between 2009 and 2013
Figure 29 Battle for Market Share: New Product Launch Was the Key Strategy
Figure 30 Geographic Revenue Mix of Key Market Players
Figure 31 Oracle: Company Snapshot
Figure 32 Oracle: SWOT Analysis
Figure 33 SAP SE: Company Snapshot
Figure 34 SAP SE: SWOT Analysis
Figure 35 IBM:  Company Snapshot
Figure 36 IBM:  SWOT Analysis
Figure 37 Microsoft: Company Snapshot
Figure 38 Microsoft: SWOT Analysis
Figure 39 SAS: Company Snapshot
Figure 40 SAS: SWOT Analysis
Figure 41 Accenture: Company Snapshot
Figure 42 Infor: Company Snapshot
Figure 43 Teradata: Company Snapshot
Figure 44 Sales force: Company Snapshot

From the last decade or two, the deployment of IT has been rapidly evolving from a necessary evil to a legitimate business strategy. As the database marketing have been evolved from mass marketing to direct marketing. CRM analytics tool generate rapid ROI for the organization by understanding the customers and long term profit growth by building the loyalty from the available database of the customer through various sources. With comparison of the traditional analysis method, the CRM analytics are deployed at a faster rate in order to get better results.

The CRM analytics solutions help the company to analyses the marketing, sales and service performance. Thus, it is a smart analysis of the customer information across the organization to enhance the ROI by reducing the operation cost. IT provides 360-degree view of real-time insights to the entire organizations in order help them to know about its customer and have fact-based actions.

This analytics solution enables the organizations to identify opportunities to cross-sell, up-sell, and improve customer satisfaction. Thus, the CRM analytics solution offers easy access to the information over the analytical dashboard which sorts thousands of data points to have right information’s about its customers.

The adoption of CRM analytics is estimated to be high in the NA and Europe market, but the adoption rate is expected to be high in the emerging regional markets of APAC, MEA, and LA in future. The NA and Europe market sizes are estimated to be high as the adoption rate of CRM analytics is high in these regions whereas APAC, MEA, and LA have shown significant opportunities for the analytics solution which will, in future, give rise to the CRM analytics market.

The market research report outlines the key trends, and market sizing and forecasting for various emerging sub-segments of the market. The report also emphasizes on key global adoption trends, future growth potential sub-markets, key drivers, challenges, restraints, and opportunities in the CRM analytics market ecosystem. It also provides insights into the current and future revenues of the market from 2012 through 2019 and is aimed to provide the reader with an understanding of market drivers, current and upcoming players, and competitive landscape.

The CRM analytics market is segmented by type: marketing analytics, sales analytics, contact-center analytics, customer analytics, web & social analytics; by vertical: BFSI, retail & consumer goods, telecommunications & IT, healthcare & life sciences, manufacturing, energy & utility, media & entertainment, travel & transport, and others; by end user: SMBs and large enterprise; by deployment: On-Premises, Cloud; by region: NA, APAC, Europe, LA, and MEA.

The global CRM analytics market is expected to grow from $4.18 billion in 2014 to $7.65 billion by 2019, at an estimated Compound Annual Growth Rate (CAGR) of 12.83% from 2014 to 2019.

CRM Analytics: Market Size, 2014 – 2019 ($Billion, Y-O-Y %)

Customer Relationship Management (CRM) Analytics Market

Source: Expert Views, Primary Interviews, and MarketsandMarkets Analysis

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