The new report, 'CRM Market in India', states that over the years CRM has evolved from point solution to 360 degree enterprise-wide initiative in India. As of now, CRM implementation in India is mainly focused on marketing & campaign management. CRM market is witnessing a steady growth with an increasing trend of expenditure on CRM across the world. In India, on-premise solutions have higher traction than cloud solutions unlike developed nations such as United States and United Kingdom. In terms of process & function CRM can be broadly categorized in four segments - Operation CRM, Analytical CRM, Sales Intelligence CRM and Collaborative CRM. CRM modules cater to three essential areas of customer relationship leading to customer retention and acquisition. CRM is easy to implement, integrate & use and it offers remote access, multi-channel interaction, analytical operation, campaign management tools in a customized interface as required by the client. Large presence of SMBs in India has proven to be highly beneficial for CRM vendors. CRM adoption by SMBs is facilitated by both private players and government activities while the barriers to adoption are mostly internal. CRM adoption is driven by enhancement of customer care operations and achievement of global standards. Further cost reduction capability of CRM and availability of technologically sound personnel are also catalyzing CRM adoption. However, high cost associated with CRM solutions and low awareness regarding its advantages hinders its implementation. Transparency is at the forefront of the changing CRM landscape. India is becoming a promising market for mobile CRM owing to skyrocketing adoption trend in mobile devices. Social CRM offers open-ended interaction amongst employees & numerous consumers in the social networks. Cloud Computing is catching up with the on-premise ICT solutions, especially Software-as-a-Service (SaaS). Despite a rise in implementation of CRM in the Indian industries there exists further scope for growth.
Table of Contents
Slide 1: Executive Summary Macro Economic Indicators Slide 2: GDP at Factor Cost: Quarterly (2009-10, 2010-11, 2011-12, 2012-13), Inflation Rate: Monthly (Oct - Nov 2012 - Feb - Mar 2013) Slide 3: Gross Fiscal Deficit: Monthly (Sep 2011 - Feb 2012), Exchange Rate: Monthly (Nov 2012- Apr 2013) Slide 4: Lending Rate: Annual (2008-09, 2009-10, 2010-11, 2011-12), Trade Balance: Annual (2009-10, 2010-11, 2011-12, 2012-13), FDI Annual (2009-10, 2010-11, 2011-12, 2012-13) Introduction Slide 5: Introduction Slide 6: Basic CRM Framework Slide 7: CRM Adoption Process Market Overview Slide 8: CRM Market Global - Overview, Market Size & Growth (2012, 2013e, 2014e, 2015e, 2016e, 2017e), Global CRM Market - Leading Continents, Global CRM Market - Leading Sectors Slide 9: Major Global CRM Vendors - Market Share (2011 and 2012) Slide 10: CRM Market India - Overview, Market Size & Growth (2012, 2013e, 2014e, 2015e, 2016e, 2017e) Slide 11: Top 10 CRM Systems Types, Modules & Features Slide 12: Types of CRM Slide 13: CRM System Integrators and CRM Independent Software Vendors Slide 14: CRM Modules Slide 15-16: Features of an Ideal CRM CRM Use in SMBs Slide 17-19: CRM Adoption - SMBs CRM Selection Criteria Slide 20-21: CRM Selection Criteria Drivers & Challenges Slide 22: Drivers & Challenges - Summary Slide 23-24: Drivers Slide 25: Challenges Key Trends Slide 26: Summary Slide 27-32: Trends Scope of CRM in Key Sectors Slide 33: Scope of CRM in Key Sectors Slide 34-35: Major CRM Users - India Slide 36-42: Case Studies Competitive Landscape Slide 43: Porter's Five Forces Analysis Slide 44-46: Competitive Benchmarking Slide 47-50: Major Public Players Slide 51: Major Private Companies - Summary Slide 52-109: Major Private Players Strategic Recommendations Slide 110-111: Strategic Recommendations Appendix Slide 112: Appendix Slide 113: Sources of Information
List of Tables
CRM Use in SMBs 1. Some potential benefits of CRM implementation Key Trends 1. CRM's Transparency Benefits to Internal Users 2. CRM's Transparency Benefits to Customers Competitive Landscape 1. Company profiles (All Companies) a. Company Information (All Companies) b. Products and Services (All Companies) c. Key People (All Companies) d. Shareholders of the Company (Private Companies) e. Key Financial Performance Indicators (Public Companies) f. Key Ratios (All Companies) g. Business Highlights (All Companies) Appendix 1. Appendix 2. Sources of Information
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