HOME Top Market Reports Customer Relationship Management (CRM) Market & Social CRM (Social Monitoring; Social Listening; Social Mapping; Social Measurements; Social Engagement; Social Middleware) – Global Advancements, Forecasts & Analysis (2013 – 2018)

Customer Relationship Management (CRM) Market & Social CRM (Social Monitoring; Social Listening; Social Mapping; Social Measurements; Social Engagement; Social Middleware) – Global Advancements, Forecasts & Analysis (2013 – 2018)

By: marketsandmarkets.com
Publishing Date: May 2013
Report Code: TC 1444

Discount on Reports  

  Speak to Analyst Enquiry Before Buying
 
purchase report
download pdf  request for customisation


Customer Relationship Management has become a vital part for various functions across global enterprises. Advancements in Social CRM have made it faster, reachable and have also brought in vital information on business analytics. Enterprises are adopting social CRM as an additional channel in the overall CRM software solutions. Social CRM refers to a social layer on top of tradition CRM software solutions; these solutions provide enterprises with several advantages including increased transparency, better communication of business ideas and information, flexibility and performance. Social CRM helps companies to establish customer engagements and increase their brand presence among customers. Social CRM focuses on capturing the customers need and creating value for them in a transparent business environment

Major forces driving this market are the rising focus on customer engagement, emerging SMEs, social platforms and the recognition of sharing ideas on a real time basis. Enterprises are coming up with solutions for Social Monitoring, Social Listening, Social Middleware, Social Management and Social Measurement for providing the best in class customer experience to the customers. Today, customer relationship management market is not limited only for increasing sales and improving marketing activities, but to bring in more customer engagement with the enterprises

Some of the major vendors are SAP, Oracle, Salesforce.com, Amdocs and IBM. Companies such as Lithium and Jive Inc. are moving towards Social Customer Relationship Management market and many others have ventured into it as well. MarketsandMarkets believes that the need for increasing enterprise customer relationship management market needs, along with social media boom is playing a pivotal role in shaping the future of emerging social CRM software. Social CRM solutions are bringing enterprises closer to their customers by utilizing the prevailing social platforms.

This research report categorizes the customer relationship management market & Social customer relationship management market for forecasting the revenues and analyzing the trends in each of the following sub-markets:

CRM on the basis of Applications:

  • Marketing
  • Sales
  • Customer support & service
  • Others

CRM and Social CRM on the basis of Deployment Type:

  • On Demand (SaaS and PaaS)
  • On Premise
  • Hybrid

    Social Customer Relationship Management on the basis of Solutions:

    • Social Monitoring
    • Social Mapping
    • Social Middleware
    • Social Management
    • Social Measurement

    Social Customer Relationship Management on the basis of Users:

    • Small & Medium Businesses (SMB)
    • Enterprises

    Social Customer Relationship Management on the basis of Verticals:

    • Academia & Government
    • Automotive, Transportation and Logistics
    • BFSI
    • Consumer Goods and Retail
    • Energy, Power and Utilities
    • Healthcare

Table Of Contents
 
1 Introduction  (Page No. - 22)
  1.1 Research Overview
      1.1.1 Purpose And Scope
      1.1.2 Report Description
      1.1.3 Key Take-Aways
  1.2 Research Methodology
      1.2.1 Secondary And Primary Research
      1.2.2 Data Triangulation And Forecasting
      1.2.3 Forecast Assumptions
  1.3 Market Overview
      1.3.1 Markets Covered
      1.3.2 Segment Definitions
      1.3.3 Industry Trends
            1.3.3.1 Social Media Integration Across CRM Software
            1.3.3.2 Emerging SMBS
            1.3.3.3 Hosted CRM Software Gaining Increased Adoption

  • 2 Executive Summary  (Page No. - 31)
      2.1 Abstract
      2.2 Overall Market Size – CRM
      2.3 Overall Market Size – Social CRM

  • 3 Market Ecosystem And Dynamics  (Page No. - 34)
      3.1 Market Ecosystem
          3.1.1 Mapping Trends
          3.1.2 Market Players And Roles
      3.2 Market Dynamics
          3.2.1 Drivers
                3.2.1.1 Focus On Customer Engagement
                3.2.1.2 Emerging SMES
                3.2.1.3 Simplicity Of CRM Products And Services
          3.2.2 Restraints And Challenges
                3.2.2.1 Security And Privacy
                3.2.2.2 Enterprise Readiness
          3.2.3 Opportunities
                3.2.3.1 Solutions For Business Specific Problems
                3.2.3.2 Bring Your Own Device (BYOD) Ecosystem
          3.2.4 Time Impact Analysis Of Dynamics

  • 4 Customer Relationship Management  Market Size And Forecast By Application  (Page No. - 42)
      4.1 Overview And Introduction
      4.2 Customer Service And Support
          4.2.1 Overview
          4.2.2 Market Size And Forecast By Region
          4.2.3 Market Size And Forecast By Vertical
          4.2.4 Market Size And Forecast By Deployment
      4.3 Marketing
          4.3.1 Overview
          4.3.2 Market Size And Forecast By Region
          4.3.3 Market Size And Forecast By Vertical
          4.3.4 Market Size And Forecast By Deployment
      4.4 Sales
          4.4.1 Overview
          4.4.2 Market Size And Forecast By Region
          4.4.3 Market Size And Forecast By Vertical
          4.4.4 Market Size And Forecast By Deployment
      4.5 Other Applications (Innovations, Collaboration, Customer Experience)
          4.5.1 Overview
          4.5.2 Market Size And Forecast By Region
          4.5.3 Market Size And Forecast By Vertical
          4.5.4 Market Size And Forecast By Deployment

  • 5 CRM And Social Customer Relationship Management  Market Size And Forecast By Deployment Types  (Page No. - 77)
      5.1 Overview And Introduction
      5.2 Hosted
          5.2.1 Overview
          5.2.2 Market Size And Forecast By Region– CRM
          5.2.3 Market Size And Forecast By Vertical – CRM
          5.2.4 Market Size And Forecast By Region – Social CRM
          5.2.5 Market Size And Forecast By Vertical– Social CRM
      5.3 On-Premise
          5.3.1 Overview
          5.3.2 Market Size And Forecast By Region – Customer Relationship Management
          5.3.3 Market Size And Forecast By Vertical – Customer Relationship Management
          5.3.4 Market Size And Forecast By Region – Social Customer Relationship Management
          5.3.5 Market Size And Forecast By Vertical – Social Customer Relationship Management
      5.4 Hybrid
          5.4.1 Overview
          5.4.2 Market Size And Forecast By Region – Customer Relationship Management
          5.4.3 Market Size And Forecast By Vertical – Customer Relationship Management
          5.4.4 Market Size And Forecast By Region – Social Customer Relationship Management
          5.4.5 Market Size And Forecast By Vertical – Social Customer Relationship Management

  • 6 Social Customer Relationship Management  Market Size And Forecast By Solutions  (Page No. - 112)
      6.1 Overview And Introduction
      6.2 Social Monitoring And Social Listening
          6.2.1 Overview
          6.2.2 Market Size And Forecast By Region
      6.3 Social Mapping
          6.3.1 Overview
          6.3.2 Market Size And Forecast By Region
      6.4 Social Middleware
          6.4.1 Overview
          6.4.2 Market Size And Forecast By Region
      6.5 Social Management
          6.5.1 Overview
          6.5.2 Market Size And Forecast By Region
      6.6 Social Measurement
          6.6.1 Overview
          6.6.2 Market Size And Forecast By Region

  • 7 Market Size And Forecast By End-Users  (Page No. - 129)
      7.1 Market Analysis By Verticals
          7.1.1 Overview And Introduction
          7.1.2 Academia And Government
                7.1.2.1 Overview
                7.1.2.2 Market Size And Forecast By Deployment
          7.1.3 Automotive, Transportation And Logistics
                7.1.3.1 Overview
                7.1.3.2 Market Size And Forecast By Deployment
          7.1.4 Banking , Financial Services And Insurance (BFSI)
                7.1.4.1 Overview
                7.1.4.2 Market Size And Forecast By Deployment
          7.1.5 Consumer Goods And Retail
                7.1.5.1 Overview
                7.1.5.2 Market Size And Forecast By Deployment
          7.1.6 Energy, Power And Utilities
                7.1.6.1 Overview
                7.1.6.2 Market Size And Forecast By Deployment
          7.1.7 Healthcare
                7.1.7.1 Overview
                7.1.7.2 Market Size And Forecast By Deployment
          7.1.8 Oil And Gas
                7.1.8.1 Overview
                7.1.8.2 Market Size And Forecast By Deployment
          7.1.9 Telecom And It
                7.1.9.1 Overview
                7.1.9.2 Market Size And Forecast By Deployment
      7.2 Market Analysis By Company Size
          7.2.1 Overview And Introduction
          7.2.2 Small And Medium Businesses (SMB)
                7.2.2.1 Overview
                7.2.2.2 Market Size And Forecast By Region
          7.2.3 Enterprises
                7.2.3.1 Overview
                7.2.3.2 Market Size And Forecast By Region

  • 8 Market Size And Forecast By Regions  (Page No. - 158)
      8.1 Overview And Introduction
          8.1.1 Parfait Charts
      8.2 North America
          8.2.1 Overview
          8.2.2 Market Size And Forecast By Solutions
      8.3 Europe
          8.3.1 Overview
          8.3.2 Market Size And Forecast By Solutions
      8.4 Asia-Pacific And Japan (APAC)
          8.4.1 Overview
          8.4.2 Market Size And Forecast By Solutions
      8.5 Middle East And Africa (MEA)
          8.5.1 Overview
          8.5.2 Market Size And Forecast By Solutions
      8.6 Latin America (LA)
          8.6.1 Overview
          8.6.2 Market Size And Forecast By Solutions

  • 9 Market Analysis, Trends And Insights  (Page No. - 176)
      9.1 Market Evolution
          9.1.1 Market Uptake And Disruption
          9.1.2 Lifecycle And Chasm Plots
      9.2 Go To Market And Trends
          9.2.1 Go To Market Strategy
          9.2.2 Adoption Roadmaps

  • 10 Competitive Landscape  (Page No. - 181)
      10.1 Portfolio Comparison
          10.1.1 Overview
          10.1.2 Product Category Mapping
      10.2 Venture Capital (VC) Funding Analysis
          10.2.1 Overview
          10.2.2 Capital Funding Trends
      10.3 Mergers And Acquisitions (M&A)
      10.4 Social Reach
          10.4.1 Social Trends

  • 11 Company Profiles (Mnm View, Overview, Products & Services, Financials, Swot And Strategy & Analyst Insights)*  (Page No. - 190)
      11.1 Acquia
      11.2 Amdocs
      11.3 IBM
      11.4 Jive Software
      11.5 Lithium
      11.6 Microsoft
      11.7 Netsuite
      11.8 Nimble
      11.9 Oracle
      11.10 Pegasystems
      11.11 Ramco Systems
      11.12 SAGE
      11.13 Salesforce
      11.14 SAP
      11.15 Sugarcrm
      11.16 Key Innovators
          11.16.1 Allegiance
          11.16.2 Contactually
          11.16.3 ITC Infotech
          11.16.4 Nearstream
          11.16.5 Nextprinciples
          11.16.6 Tracx


  • List Of Tables  (142 Tables)

  • Table 1 Forecast Assumptions
    Table 2 Overall Customer Relationship Management Market Size, 2013 – 2018 ($Billion)
    Table 3 Overall Social CRM Market Size, 2013 – 2018 ($Billion)
    Table 4 Time Impact Analysis Of Dynamics
    Table 5 Customer Relationship ManagementMarket Size, By Application, 2013 – 2018 ($Billion)
    Table 6 Customer Relationship ManagementMarket Size, By Application, By Proportion,2013 – 2018 (Y-O-Y %)
    Table 7 Customer Relationship ManagementMarket Size, By Application, 2013 – 2018 (Y-O-Y %)
    Table 8 Customer Relationship ManagementMarket Size, By Customer Service And Support,By Region, 2013 – 2018 ($Million)
    Table 9 Customer Relationship ManagementMarket Size, By Customer Service And Support,By Vertical, 2013 – 2018 ($Million)
    Table 10 Customer Relationship ManagementMarket Size, By Customer Service And Support,By Vertical, 2013 – 2018 (Y-O-Y %)
    Table 11 Customer Relationship ManagementMarket Size, By Customer Service And Support,By Deployment, 2013 – 2018 ($Billion)
    Table 12 Customer Relationship ManagementMarket Size, By Customer Service And Support,By Deployment, 2013 – 2018 (Y-O-Y %)
    Table 13 CRM Market Size, By Marketing, By Region,2013 – 2018 ($Million)
    Table 14 Market Size, By Marketing, By Region,2013 – 2018 (Y-O-Y %)
    Table 15 Market Size, By Marketing, By Vertical,2013 – 2018 ($Million)
    Table 16 Market Size, By Marketing, By Vertical,2013 – 2018 (Y-O-Y %)
    Table 17 Market Size, By Marketing, By Deployment,2013 – 2018 ($Billion)
    Table 18 Market Size, By Marketing, By Deployment,2013 – 2018 (Y-O-Y %)
    Table 19 CRM Market Size, By Sales, By Region, 2013 – 2018 ($Million)
    Table 20 Market Size, By Sales, By Region, 2013 – 2018 (Y-O-Y %)
    Table 21 Market Size, By Sales, By Vertical, 2013 – 2018 ($Million)
    Table 22 Market Size, By Sales, By Vertical, 2013 – 2018 (Y-O-Y %)
    Table 23 Market Size, By Sales, By Deployment,2013 – 2018 ($Billion)
    Table 24 Market Size, By Sales, By Deployment,2013 – 2018 (Y-O-Y %)
    Table 25 CRM Market Size, By Other Applications,2013 – 2018 ($Billion)
    Table 26 Market Size, By Other Applications, 2013 – 2018 (Y-O-Y %)
    Table 27 Market Size, By Other Applications, By Region,2013 – 2018 ($Million)
    Table 28 Market Size, By Other Applications, By Region,2013 – 2018 (Y-O-Y %)
    Table 29 Market Size, By Other Applications, By Vertical,2013 – 2018 ($Million)
    Table 30 Market Size, By Other Applications, By Vertical,2013 – 2018 (Y-O-Y %)
    Table 31 Market Revenue By Other Applications, By Deployment, 2013 – 2018 ($Billion)
    Table 32 Market Size, By Other Applications, By Deployment,2013 – 2018 (Y-O-Y %)
    Table 33 CRM Market Size, By Type Of Deployment, 2013 – 2018 ($Billion)
    Table 34 Social CRM Market Size, By Type Of Deployment,2013 – 2018 ($Billion)
    Table 35 CRM Market Size, By Type Of Deployment, 2013 – 2018 (Y-O-Y %)
    Table 36 Social CRM Market Size, By Type Of Deployment,2013 – 2018 (Y-O-Y %)
    Table 37 CRM Market Size, By Hosted, By Region,2013 – 2018 ($Million)
    Table 38 Market Size, By Hosted, By Region, 2013 – 2018 (Y-O-Y %)
    Table 39 Market Size, By Hosted, By Vertical,2013 – 2018 ($Million)
    Table 40 Market Size, By Hosted, By Vertical, 2013 – 2018 (Y-O-Y %)
    Table 41 Social CRM Market Size, By Hosted, By Region,2013 – 2018 ($Million)
    Table 42 Social CRM Market Size, By Hosted, By Region,2013 – 2018 (Y-O-Y %)
    Table 43 Social CRM Market Size, By Hosted, By Vertical,2013 – 2018 ($Million)
    Table 44 Social CRM Market Size, By Hosted, By Vertical,2013 – 2018 (Y-O-Y %)
    Table 45 CRM Market Size, By On-Premise, By Region,2013 – 2018 ($Million)
    Table 46 Market Size, By On-Premise, By Region,2013 – 2018 (Y-O-Y %)
    Table 47 Market Size, By On-Premise, By Vertical,2013 – 2018 ($Million)
    Table 48 Market Size, By On-Premise, By Vertical,2013 – 2018 (Y-O-Y %)
    Table 49 Social CRM Market Size, By On-Premise, By Region,2013 – 2018 ($Million)
    Table 50 Social CRM Market Size, By On-Premise, By Region,2013 – 2018 (Y-O-Y %)
    Table 51 Social CRM Market Size, By On-Premise, By Vertical,2013 – 2018 ($Million)
    Table 52 Social CRM Market Size, By On-Premise, By Vertical,2013 – 2018 (Y-O-Y %)
    Table 53 CRM Market Size, By Hybrid, By Region, 2013 – 2018 ($Million)
    Table 54 Market Size, By Hybrid, By Region, 2013 – 2018 (Y-O-Y %)
    Table 55 Market Size, By Hybrid, By Vertical, 2013 – 2018 ($Million)
    Table 56 Market Size, By Hybrid, By Vertical, 2013 – 2018 (Y-O-Y %)
    Table 57 Social CRM Market Size, By Hybrid, By Region,2013 – 2018 ($Million)
    Table 58 Social CRM Market Size, By Hybrid, By Region,2013 – 2018 (Y-O-Y %)
    Table 59 Social CRM Market Size, By Hybrid, By Vertical,2013 – 2018 ($Million)
    Table 60 Social CRM Market Size, By Hybrid, By Vertical,2013 – 2018 (Y-O-Y %)
    Table 61 Social CRM Market Size, By Solutions, 2013 – 2018 ($Million)
    Table 62 Social CRM Market Size, By Solutions, By Proportion,2013 – 2018 (%)
    Table 63 Social CRM Market Size, By Software Solutions,2013 – 2018 (Y-O-Y %)
    Table 64 Social CRM Market Size, By Social Monitoring And Social Listening, By Region, 2013 – 2018 ($Million)
    Table 65 Social CRM Market Size, By Social Monitoring And Social Listening, By Region, 2013 – 2018 (Y-O-Y %)
    Table 66 Social CRM Market Size, By Social Mapping, By Region,2013 – 2018 ($Million)
    Table 67 Social CRM Market Size, By Social Mapping, By Region,2013 – 2018 (Y-O-Y %)
    Table 68 Social CRM Market Size, By Social Middleware,By Region, 2013 – 2018 ($Million)
    Table 69 Social CRM Market Revenue By Social Middleware, By Region, 2013 – 2018 (Y-0-Y %)
    Table 70 Social CRM Market Revenue By Social Management, By Region, 2013 – 2018 ($Million)
    Table 71 Social CRM Market Size, By Social Management, By Region, 2013 – 2018 (Y-O-Y %)
    Table 72 Social CRM Market Size, By Social Measurement, By Region, 2013 – 2018 ($Million)
    Table 73 Social CRM Market Size, By Social Measurement, By Region, 2013 – 2018 (Y-O-Y %)
    Table 74 Social CRM Market Size, By Verticals, 2013 – 2018 ($Million)
    Table 75 Social CRM Market Size, By Verticals, By Proportion,2013 – 2018 (%)
    Table 76 Social CRM Market Size, By Verticals, 2013 – 2018 (Y-O-Y %)
    Table 77 Social CRM Market Revenue By Academia And Government,By Deployment, 2013 – 2018 ($Million)
    Table 78 Social CRM Market Revenue By Academia And Government,By Deployment, 2013 – 2018 (Y-O-Y %)
    Table 79 Social CRM Market Size, By Automotive, Transportation And Logistics, By Deployment, 2013 – 2018 ($Million)
    Table 80 Social CRM Market Size, By Automotive, Transportation And Logistics, By Deployment, 2013 – 2018 (Y-O-Y %)
    Table 81 Social CRM Market Revenue By BFSI, By Deployment,2013 – 2018 ($Million)
    Table 82 Social CRM Market Revenue By BFSI, By Deployment,2013 – 2018 (Y-O-Y %)
    Table 83 Social CRM Market Size, By Consumer Goods And Retail,By Deployment, 2013 – 2018 ($Million)
    Table 84 Social CRM Market Size, By Consumer Goods And Retail,By Deployment, 2013 – 2018 (Y-O-Y %)
    Table 85 Social CRM Market Size, By Energy, Power And Utilities,By Deployment, 2013 – 2018 ($Million)
    Table 86 Social CRM Market Size, By Energy, Power And Utilities,By Deployment, 2013 – 2018 (Y-O-Y %)
    Table 87 Social CRM Market Size, By Healthcare, By Deployment,2013 – 2018 ($Million)
    Table 88 Social CRM Market Size, By Healthcare, By Deployment,2013 – 2018 (Y-O-Y %)
    Table 89 Social CRM Market Size, By Oil And Gas, By Deployment,2013 – 2018 ($Million)
    Table 90 Social CRM Market Size, By Oil And Gas, By Deployment,2013 – 2018 (Y-O-Y %)
    Table 91 Social CRM Market Size, By Telecom And It, By Deployment, 2013 – 2018 ($Million)
    Table 92 Social CRM Market Size, By Telecom And It, By Deployment, 2013 – 2018 (Y-O-Y %)
    Table 93 Social CRM Market Size, By Company Size,2013 – 2018 ($Million)
    Table 94 Social CRM Market Revenue By Company Size, By Proportion, 2013 – 2018 (%)
    Table 95 Social CRM Market Size, By Company Size, 2013 – 2018 (Y-O-Y %)
    Table 96 Social CRM Market Revenue By SMB, By Region,2013 – 2018 ($Million)
    Table 97 Social CRM Market Size, By SMB, By Region,2013 – 2018 (Y-O-Y %)
    Table 98 Social CRM Market Size, By Enterprise, By Region,2013 – 2018 ($Million)
    Table 99 Social CRM Market Size, By Enterprise, By Region,2013 – 2018 (Y-O-Y %)
    Table 100 Social CRM Market Size, By Regions, 2013 – 2018 ($Million)
    Table 101 Social CRM Market Size, By Regions, By Proportion,2013 – 2018 (%)
    Table 102 Social CRM Market Size, By Regions, 2013 – 2018 (Y-O-Y %)
    Table 103 Social CRM Market Size, By North America, By Solutions,2013 – 2018 ($Million)
    Table 104 Social Market Size, By North America, By Solutions,2013 – 2018 (Y-O-Y %)
    Table 105 Social CRM Market Size, By Europe, By Solutions,2013 – 2018 ($Million)
    Table 106 Social Market Size, By Europe, By Solutions,2013 – 2018 (Y-O-Y %)
    Table 107 Social CRM Market Size, By APAC, By Solutions,2013 – 2018 ($Million)
    Table 108 Social Market Size, By APAC, By Solutions,2013 – 2018 (Y-O-Y %)
    Table 109 Social CRM Market Size, By Mea, By Solutions,2013 – 2018 ($Million)
    Table 110 Social Market Size, By Mea, By Solutions,2013 – 2018 (Y-O-Y %)
    Table 111 Social CRM Market Size, By Latin America, By Solutions,2013 – 2018 ($Million)
    Table 112 Social Market Size, By Latin America, By Solutions,2013 – 2018 (Y-O-Y %)
    Table 113 CRM Market Venture Capital (VC) Funding
    Table 114 CRM Market Mergers And Acquisitions (M&A)
    Table 115 Amdocs: Revenue, 2011 – 2012 ($Million)
    Table 116 Amdocs: Revenue By Region, 2011 – 2012 ($Million)
    Table 117 IBM: Revenue, 2011 – 2012 ($Million)
    Table 118 IBM: Revenue By Segment, 2011 – 2012 ($Million)
    Table 119 IBM: Revenue By Region, 2011 – 2012 ($Million)
    Table 120 Jive Software: Revenue, 2011 – 2012 ($Million)
    Table 121 Jive Software: Revenue By Segment, 2011 – 2012 ($Million)
    Table 122 Microsoft: Revenue, 2011 – 2012 ($Million)
    Table 123 Microsoft: Revenue By Segment, 2011 – 2012 ($Million)
    Table 124 Microsoft: Revenue By Region, 2011 – 2012 ($Million)
    Table 125 Netsuite: Revenue, 2011 – 2012 ($Million)
    Table 126 Netsuite: Revenue By Segment, 2011 – 2012 ($Million)
    Table 127 Netsuite: Revenue, By Region, 2011 – 2012 ($Million)
    Table 128 Oracle: Revenue, 2011 – 2012 ($Million)
    Table 129 Oracle: Revenue By Segment, 2011 – 2012 ($Million)
    Table 130 Oracle: Revenue By Region, 2011 – 2012 ($Million)
    Table 131 Pegasystems: Revenue, 2011 – 2012 ($Million)
    Table 132 Ramco Systems: Revenue, 2011 – 2012 ($Million)
    Table 133 Ramco Systems: Revenue By Region, 2012 ($Million)
    Table 134 Sage: Revenue, 2011 – 2012 ($Million)
    Table 135 Sage: Revenue By Business Unit Segment,2011 – 2012 ($Million)
    Table 136 Sage: Revenue By Region, 2011 – 2012 ($Million)
    Table 137 Salesforce: Revenue, 2011 – 2012 ($Million)
    Table 138 Salesforce: Revenue By Business Unit Segment,2011 – 2012 ($Million)
    Table 139 Salesforce: Revenue By Region, 2011 – 2012 ($Million)
    Table 140 Sap: Revenue, 2011 – 2012 ($Million)
    Table 141 Sap: Revenue By Business Unit Segment, 2011 – 2012 ($Million)
    Table 142 Sap: Revenue By Region, 2011 – 2012 ($Million)
     

  • List Of Figures  (64 Figures)
     
    Figure 1 Segment Definitions
    Figure 2 Overall Customer Relationship Management Market Size,2013 – 2018 ($Billion)
    Figure 3 Overall Social Customer Relationship Management Market Size, 2013 – 2018 ($Billion)
    Figure 4 CRM And Social CRM Market Ecosystem
    Figure 5 Market Players And Roles
    Figure 6 CRM Market Size, By Application, 2013 – 2018 (Y-O-Y %)
    Figure 7 CRM Market Size, By Customer Service And Support,By Vertical, 2013 – 2018 (Y-O-Y %)
    Figure 8 CRM Market Size, By Customer Service And Support,By Deployment, 2013 – 2018 (Y-O-Y %)
    Figure 9 CRM Market Size, By Marketing, By Region,2013 – 2018 (Y-O-Y %)
    Figure 10 CRM Market Size, By Marketing, By Vertical,2013 – 2018 (Y-O-Y %)
    Figure 11 Market Size, By Marketing, By Deployment,2013 – 2018 (Y-O-Y %)
    Figure 12 CRM Market Size, By Sales, By Region, 2013 – 2018 (Y-O-Y %)
    Figure 13 Market Size, By Sales, By Vertical, 2013 – 2018 (Y-O-Y %)
    Figure 14 Market Size, By Sales, By Deployment,2013 – 2018 (Y-O-Y %)
    Figure 15 CRM Market Size, By Other Applications, 2013 – 2018 (Y-O-Y %)
    Figure 16 Market Size, By Other Applications, By Region,2013 – 2018 (Y-O-Y %)
    Figure 17 Market Size, By Other Applications, By Vertical,2013 – 2018 (Y-O-Y %)
    Figure 18 Market Size, By Other Applications, By Vertical,2013 – 2018 (Y-O-Y %)
    Figure 19 CRM Market Size, By Type Of Deployment, 2013 – 2018 (Y-O-Y %)
    Figure 20 Social CRM Market Size, By Type Of Deployment,2013 – 2018 (Y-O-Y %)
    Figure 21 CRM Market Size, By Hosted, By Region, 2013 – 2018 (Y-O-Y %)
    Figure 22 Market Size, By Hosted, By Vertical, 2013 – 2018 (Y-O-Y %)
    Figure 23 Social CRM Market Size, By Hosted, By Region,2013 – 2018 (Y-O-Y %)
    Figure 24 Social CRM Market Size, By Hosted, By Vertical,2013 – 2018 (Y-O-Y %)
    Figure 25 CRM Market Size, By On-Premise, By Region,2013 – 2018 (Y-O-Y %)
    Figure 26 Market Size, By On-Premise, By Vertical,2013 – 2018 (Y-O-Y %)
    Figure 27 Social CRM Market Size, By On-Premise, By Region,2013 – 2018 (Y-O-Y %)
    Figure 28 Social CRM Market Size, By On-Premise, By Vertical,2013 – 2018 (Y-O-Y %)
    Figure 29 CRM Market Size, By Hybrid, By Region, 2013 – 2018 (Y-O-Y %)
    Figure 30 Market Size, By Hybrid, By Vertical, 2013 – 2018 (Y-O-Y %)
    Figure 31 Social CRM Market Size, By Hybrid, By Region,2013 – 2018 (Y-O-Y %)
    Figure 32 Social CRM Market Size, By Hybrid, By Vertical,2013 – 2018 (Y-O-Y %)
    Figure 33 Social CRM Market Size, By Solutions, 2013 – 2018 (Y-O-Y %)
    Figure 34 Social CRM Market Size, By Social Monitoring And Social Listening, By Region, 2013 – 2018 (Y-O-Y %)
    Figure 35 Social CRM Market Size, By Social Mapping, By Region,2013 – 2018 (Y-O-Y %)
    Figure 36 Social CRM Market Size, By Social Middleware, By Region, 2013 – 2018 (Y-0-Y %)
    Figure 37 Social CRM Market Size, By Social Management, By Region, 2013 – 2018 (Y-O-Y %)
    Figure 38 Social CRM Market Size, By Social Measurement, By Region, 2013 – 2018 (Y-O-Y %)
    Figure 39 Social CRM Market Size, By Verticals, 2013 – 2018 (Y-O-Y %)
    Figure 40 Social CRM Market Revenue By Academia And Government,By Deployment, 2013 – 2018 (Y-O-Y %)
    Figure 41 Social CRM Market Size, By Automotive, Transportation And Logistics, By Deployment, 2013 – 2018 (Y-O-Y %)
    Figure 42 Social CRM Market Revenue By BFSI, By Deployment,2013 – 2018 (Y-O-Y %)
    Figure 43 Social CRM Market Size, By Consumer Goods And Retail,By Deployment, 2013 – 2018 (Y-O-Y %)
    Figure 44 Social CRM Market Size, By Energy, Power And Utilities,By Deployment, 2013 – 2018 (Y-O-Y %)
    Figure 45 Social CRM Market Size, By Healthcare, By Deployment,2013 – 2018 (Y-O-Y %)
    Figure 46 Social CRM Market Size, By Oil And Gas, By Deployment,2013 – 2018 (Y-O-Y %)
    Figure 47 Social CRM Market Size, By Telecom And It, By Deployment, 2013 – 2018 (Y-O-Y %)
    Figure 48 Social CRM Market Size, By Company Size, 2013 – 2018 (Y-O-Y %)
    Figure 49 Social CRM Market Size, By SMB, By Region,2013 – 2018 (Y-O-Y %)
    Figure 50 Social CRM Market Size, By Enterprise, By Region,2013 – 2018 (Y-O-Y %)
    Figure 51 Parfait Charts Of Social CRM Market Size, By Region,2013 – 2018 ($Billion)
    Figure 52 Social CRM Market Size, By Regions, 2013 – 2018 (Y-O-Y %)
    Figure 53 Social CRM Market Size, By North America, By Solutions,2013 – 2018 (Y-O-Y %)
    Figure 54 Social CRM Market Size, By Europe, By Solutions,2013 – 2018 (Y-O-Y %)
    Figure 55 Social CRM Market Size, By APAC, By Solutions,2013 – 2018 (Y-O-Y %)
    Figure 56 Social CRM Market Size, By Mea, By Solutions,2013 – 2018 (Y-O-Y %)
    Figure 57 Social CRM Market Size, By Latin America, By Solutions,2013 – 2018 (Y-O-Y %)
    Figure 58 Evolution Of CRM Solutions
    Figure 59 CRM Market Disruption
    Figure 60 Social CRM Market Chasm Plot
    Figure 61 Go To Market Strategy
    Figure 62 Adoption Roadmaps
    Figure 63 Portfolio Comparison
    Figure 64 Social Trends

  • Customer Relationship Management (CRM) solutions are gaining pace in the current enterprise ecosystem. With the boom of social media, enterprises are adopting social integration with CRM software as well, thus making way for social CRM as a new channel now days. Social CRM solutions combine traditional CRM solutions with social media for improving the customer engagement for enterprises. The solution provides a social platform for evolving businesses CRM needs, while also offering flexibility, in terms of reach, deployment, and administration. Social CRM incorporates the customer decisions into the planning mix and the feedback loop so as to engage customers with the enterprises.

    Enterprises are coming up with solutions for Social Monitoring, Social Listening, Social Middleware, Social Management and Social Measurement for providing the best in class customer experience to the customers. Today, Customer Relationship Management is not limited only for increasing sales and improving marketing activities, but to bring in better customer engagement with the enterprises.

    MarketsandMarkets expects that, investments in social CRM will increase across geographies and verticals, with the need of more business specific solutions for enterprises. These solutions will put together customer data from all sources with the enterprises. It is expected that, these solutions will move beyond marketing and sales functions into customer facing departments, improving brand value through better communications and seamless connectivity across all departments.

    MarketsandMarkets expects the social Customer Relationship Management solutions market to grow from $1.91 billion in 2013 to $9.08 billion in 2018, at a CAGR of 36.5% from 2013 to 2018.

    Customer Relationship Management Market

    Source: MarketsandMarkets Analysis

    MarketsandMarkets expects the Customer Relationship Management market to grow from $17.19 billion in 2013 to $24.22 billion in 2018, at a CAGR of 7.1% from 2013 to 2018.

    Social CRM Market

    Source: MarketsandMarkets Analysis

    Custom Market Research Services

    We will customize the research for you, in case the report listed above does not meet with your exact requirements. Our custom research will comprehensively cover the business information you require to help you arrive at strategic and profitable business decisions.

    Please visit http://www.marketsandmarkets.com/knowledge-process-outsourcing-services.asp to specify your custom Research Requirement

    Connect With Us

    Follow us on LinkedIn  Follow us on Facebook   Follow us on Twitter 
    Live Chat Support


    US : 1-888-600-6441
    UK : 44-800-368-9399

    Search reports