Customer Relationship Management (CRM) Software: Market Research Report

January 2015 | 487 pages | ID: C3CF94B94C4EN
Global Industry Analysts, Inc

Abstracts

This report analyzes the worldwide markets for Customer Relationship Management (CRM) Software in US$ Million by the following Types: On-Premise CRM, and SaaS CRM. The Global market is further analyzed by the following Functional Areas: Sales Force Automation, Customer Support, Marketing Automation, and e-commerce. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2014 through 2020. Also, a five-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 188 companies including many key and niche players such as -

• Adapt Software Applications, Inc.
• Adobe Systems Incorporated
• Amdocs, Inc.
• Aplicor, Inc.
• Aptean

Contents

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

Study Reliability and Reporting Limitations
Disclaimers
Data Interpretation & Reporting Level
Quantitative Techniques & Analytics
Product Definitions and Scope of Study
By Functional Area
Sales-Force Automation
Marketing Automation
Service Automation
By Delivery Type
On-Premise CRM
Software-as-a-Service (SaaS) CRM

II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW

Customer Relationship Management (CRM) – An Introductory Prelude
CRM Software – The Key Enabler of an Efficient CRM Strategy
Key Benefits Encouraging CRM Software Deployments among Enterprises Ranked by Importance Attached by Enterprises
Key Business Applications Targeted for CRM Software over the Next Few Years Ranked by Priority Attached by Enterprises
Customer-Centric Operations Drives Increased Spending on CRM Software
Fairly Resilient Against Periods of Economic Slowdown
Factors that Make CRM a Sensible Investment in a Weak Economy
Low Cost SaaS CRM Model – Best Bet for Enterprises
Outlook
Developed Nations – Lead CRM Adoption
Developing Markets to Drive Future Growth
Customer Services & Support Made Easy with CRM Software
SaaS CRM to Garner Greater Share of Enterprise Spending
‘Cloud Technology’: Optimally Positioned to Deliver CRM Software On-Demand
Cloud Based SaaS CRM: The New Paradigm for Low-Cost CRM Strategy
SMBs – The Most Lucrative Consumer Cluster for SaaS CRM
Sales Force Automation Software – The Traditional Revenue Contributor
SFA for Efficient Sales Forecasting – A Key Business Scenario
Marketing Automation Software Continues to Grow in Prominence
CRM Software – Facilitating Effectiveness of Loyalty Programs
E-Commerce to Witness Accelerated Growth
Growing Functional IT Budgets – Potential in Store
Still Plenty of Room to Grow

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)

2. NOTEWORTHY TRENDS, GROWTH DRIVERS & ISSUES

Traditional CRM Software Gives Way to New Age Software Solutions

Table 2. Global CRM Software Market (2000 & 2014): Percentage Share Breakdown of Revenue by Software Generation (includes corresponding Graph/Chart)

Enterprises Aim to Integrate Big Data Capability into CRM
Integration of Analytics with CRM: An Emerging Trend
Cloud Customization Picking Up Momentum
Social CRM Grows in Popularity
Opportunity Indicators

Table 3. World Penetration Rates (%) and Number of Users of Internet and Social Networks (includes corresponding Graph/Chart)

Table 4. World Social Media Penetration Rates (%) by Region (Feb 2015) (includes corresponding Graph/Chart)

Companies Integrate CRM with ERP to Improve Sales Effectiveness
Online CRM Systems Save Costs
CRM and Telephony Services Integration to Improve Quality of Customer Service Operations
Mobile CRM to Lend Traction to CRM Software Market
Growing Popularity of Mobile SFA – A Case in Point
Developments in Mobile Internet Technologies Take Mobile CRM Solutions a Step Further
Opportunity Indicators for Mobile CRM

Table 5. Global Workforce Population (2009 & 2014): Percentage Share Breakdown of Employees by Nature of Work (includes corresponding Graph/Chart)

Table 6. Global Mobile Workforce Population (2009 & 2014): Breakdown of Number of Mobile Employees in Million by Region/Country (includes corresponding Graph/Chart)

Table 7. Global Mobile Workforce Population (2014): Penetration of Mobile Employees by Region/Country (includes corresponding Graph/Chart)

Retail Sector – Drives Significant Gains in the CRM Market
Growth in Telecom Sector in Near Future
Banking & Financial Services Enterprises Prioritize CRM Adoption
Insurance Agencies Seek CRM Capability for Effective Collaboration
CRM Software Gains Prominence in Life Sciences Sector
Demand for CRM Software Soars in Hospitality Sector
Real Estate Enterprises Prefer Software-Enabled CRM Strategy

3. COMPETITIVE SCENARIO

Consolidation Continues to Define the CRM Landscape
Select M&A Deals in the CRM Market in 2013-2014
Market Share Analysis
Market Share Findings:

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)

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)

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)

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)

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)

Key Issues & Challenges
Lower User Adoption
High Failure Rates
Software Complexity
Data Security Concerns
Answering Data Security Concerns – A High Priority for Enterprises & Software Vendors

4. PRODUCT OVERVIEW

What is Customer Relationship Management (CRM)?
Evolution of CRM
First-Generation CRM
Second-Generation CRM
Third-Generation CRM
Major CRM Constituencies
Enterprises
Customers and Partners
CRM Software Vendors
CRM Application Service Providers
CRM Hardware and Infrastructure Vendors
Management Consultants
Types of CRM
Based on Components
Operational
Sales-Force Automation
Marketing Automation
Service Automation
Collaborative
Customer Interaction Center
Internet and eCRM
Contact Management
Analytical
Sales Analysis
Marketing Analysis
Service Analysis
Strategic
Based on Deployment Options
On-Premise
Vendor-Managed On-Premise
Software-as-a-Service (SaaS) CRM
Multi-Tenant Software-as-a-Service
Single-Tenant Software-as-a-Service
Hybrid
Open Source
Key Factors to be Considered Prior to Selecting an Appropriate CRM Deployment
Benefits
Potential Disadvantages of CRM Implementations
Common Misconceptions Associated with CRM
Application of CRM in Select End-Use Sectors
Automotive
Consumer Goods
High-Tech
Banks
Insurance
Life Sciences
Healthcare
Biotech
Higher Education
Hospitality
Real Estate
Utilities
Non-Profit Organizations

5. PRODUCT LAUNCHES/INTRODUCTIONS

AvePoint to Showcase New CRM Solutions
Zoho Rolls Out New Zoho CRM Free Edition
mGage Unveils New Campaign Management and Analytics Platform
NetSuite Unveils NetSuite BPO Partner Program
Zoho Upgrades Zoho CRM with the Inclusion of Zoho CRM for Google AdWords
Zoho Rolls Out Zoho CRM Plus
Pipeliner CRM Unveils New Version of Pipeliner CRM Software
Amdocs Unveils Amdocs CES 9 Suite for Customer Experience
Galigeo Introduces New Galigeo-for-CRM Location Intelligence Software Solution
WorkWise Introduces CRM Mobile-Equipped OnContact CRM 7.
ScottCare to Unveil OneView CRM 4. 0 Software
Veeva Systems Unveils Cloud-based Veeva Network
Veeva Systems Unveils New CLM and CRM Solution Designed for Use on Windows 8 Operating System
iYogi Announces Introduction of Digital Services Cloud CRM Solution
StayinFront to Showcase Fact-based and Cloud-based Solutions
SugarCRM Introduces New Managed Sugar Private Cloud Solution
InsideView Announces Integration of SAP Customer OnDemand and SAP CRM with InsideView CRM Sales Intelligence Solution
Ntractive Launches Elements CRM 5. 0 Solution
Demand Advantage Launches Auto Shop Advantage System
SutiSoft Unveils SutiCRM 6. 0. 3 CRM
One E Systems Introduces 1ESystems Cloud-based Integrated Automation Platform
Dominion Dealer Solutions Launches Web-based Dominion CRM Platform
Salesforce. com Unveils Salesforce Company Communities
Salesforce. com Unveils Salesforce Social. com Social Advertising Application
Salesforce. com Unveils Salesforce Chatter CRM
Oracle Introduces Oracle RightNow Cloud Service
Oracle Partners Develop Oracle Accelerate Solutions
Infor Launches Cloud Version of Epiphany Interaction Advisor
Avaya Unveils Outbound Contact Express CRM Solution
OnviSource Announces Availability of OnviCenter Range through Avaya
HP Enterprise Services Unveils HP Customer Engagement as a Service
Avaya Introduces New Analytics and Customer Interaction Solutions
AvePoint Unveils Microsoft Dynamics CRM Product Range
SalesFUSION Introduces New Version of SalesFUSION 360 for Sage CRM
Aptean Rolls Out Saratoga 6. 8.
Cegedim Relationship Management Unveils New Version of Organization Manager
Resco Rolls Outy New Extra Modules for Resco Mobile CRM
Epicor Software Launches Epicor Retail CRM 7.
HomeFront Software to Unveil CRM Software for Home Builders
Sales Simplicity Software Unveils CRM System
AMC Technology to Introduce Contact Canvas 2013 Winter Release
Swiftpage Introduces Saleslogix Mobile Solution
Salesforce. com Introduces Salesforce Communities
Aptean Launches Onyx 7. 4 CRM Solution
SugarCRM Launches CRM App for iOS Devices
Cincom Systems Enhances Cincom Acquire Integration with Microsoft Dynamics CRM
SplendidCRM Software Launches SplendidCRM Version 7.
Zoho Introduces New Upgrades for Zoho CRM
Statera Introduces New Customer Relationship Management System
Converge Enterprise to Introduce Beta Version of Converge Enterprise CRM Platform
Zurmo Unveils Zurmo 1. 5 CRM
CWR Mobility Introduces Mobile First Initiative
Commence Launches New Version of its CRM Software
Soffront Software Introduces CRM Solution for Business Coaching Industry
Specialty Data Systems Introduces SDS CRM for Broadcasters
Cegedim Relationship Management Rolls Out Mobile Intelligence 9 CRM Solution
CTG and Engage One to Introduce CRM Solution for Pharmaceutical Industry
WorldWideMarkets Unveils IB Explorer CRM
Access UK Launches aCloud CRM SaaS Platform
Acidaes Solutions Upgrades CRMnext Mailing List Functionality
CRMnext Introduces Strategy Consonants Functionality
SmartRx Launches Customer Relationship Management Solutions for Healthcare Providers
CRMnext Launches Workspaces Module File Repository

6. RECENT INDUSTRY ACTIVITY

Edgewater Technology Acquires Zero2Ten
SugarCRM Acquires Stitch
Veeva Systems to Implement Multichannel CRM for GSK
Microsoft Dynamics Selects InsideSales. com As Global Independent Solutions Vendor Partner
T-Systems Commences SugarCRM Software Hosting Service in Germany
Infor Takes Over Saleslogix from Swiftpage
IMS Health to acquire Cegedim’s CRM Business
SYNNEX Takes Over IBM’s CRM Business
Microsoft Dynamics CRM to Takeover Parature
Salesforce Takes Over RelateIQ
NetSuite to Provide NetSuite SuiteCommerce to Cleaner's Supply
Salesforce. com Joins Hands with Omnicom Group
Cegedim Relationship Management Bags New Contract from Pernix Therapeutics
Infor Makes Significant Investments in Infor CRM
VetAdvisor Selects SugarCRM
SugarCRM Teams Up with Dun & Bradstreet
ImmobilienScout24 Takes Over FLOWFACT
Salesforce. com Takes Over ExactTarget
Leading CRM Experts Consortium Establishes Access 2 Insight
Salesnet Replaces Existing Communication Manager with Microsoft Word Add-In in Salesnet CRM Solution
EnablePath Secures GOLD PARTNER Status from Salesforce. com
NextPrinciples Implements Insight-To-Action CRM Platform for New Clients
Microsoft Announces Integration of MarketingPilot with Dynamics CRM
Fundly Enters into Partnership with Bloomerang
IMS Health Acquires 360 Vantage
Trulia to Take Over Market Leader
Backstop Solutions Group Takes Over PerTrac CMS Product Line from eVestment
Epicom and Easy Solutions Enter into Partnership for Launch of SugarCRM Hosting Platform
Edgewater Fullscope Acquires TPM Software Intellectual Property
IMS Health Takes Over Appature
Sonoma Partners Snaps Up Salesforce. com Consulting Division from Technology Services Group
Protection 1 Acquires Certain Pinnacle Security Assets
Yodle Takes Over Lighthouse Practice Management Group
TOA Technologies Renews Global Partnership with Amdocs
NetSuite Takes Over Retail Anywhere
Infor Acquires TDCI
Infor Acquires CERTPOINT Systems
SteelHouse Enters into Partnership with LiveRamp
InvisibleCRM and SAP Ink OEM Agreement
InsideView Integrates InsideView CRM Sales Intelligence Platform with SAP Software Products
Consona Merges with CDC Software to Establish Aptean
Maximizer Software Inks Agreement with Hubspot
ADS DataSystems Takes Over THINQ Business Solutions
SAP to Takeover hybris
SAP to Take Over Ticket-Web
Sage Pay Enters into Collaboration with Enbu Consulting for Sage CRM Integration
Swiftpage Acquires Saleslogix and Sage Act! CRM Businesses from The Sage Group
Advanced Computer Software Group Purchases Computer Software Holdings
Microsoft Takes Over Netbreeze
CWR Mobility Enters into Partnership with Industrial Software
eFuture Information Technology Signs Agreement with Guofang Group
Wherescape Enters into Partnership with Path ITTS for WhereScape 3D and WhereScape RED
Amadeus IT Holding Takes Over Hitit Loyalty from Hitit Computer Services

7. FOCUS ON SELECT GLOBAL PLAYERS

Adapt Software Applications, Inc. (US)
Adobe Systems Incorporated (US)
Amdocs, Inc. (US)
Aplicor, Inc. (US)
Aptean (US)
Cegedim (US)
Concursive Corporation (US)
Convergys Corp. (US)
Huawei Technologies Co. , Ltd. (China)
Infor Global Solutions, Inc. (US)
Maximizer Software, Inc. (Canada)
Microsoft Corporation (US)
NetSuite, Inc. (US)
Oracle Corp. (US)
The Sage Group plc (UK)
Salesforce. com, Inc. (US)
SAP AG (Germany)
SAS Institute, Inc. (US)
Selligent SA (Belgium)
SplendidCRM Software, Inc. (US)
SugarCRM, Inc. (US)
SYNNEX Corporation (US)
Vtiger (US)
WebCRM (Denmark)
ZOHO Corporation (US)

8. GLOBAL MARKET PERSPECTIVE

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

III. MARKET

1. THE UNITED STATES

A. Market Analysis
Outlook
Mobile CRM Gains Pace

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)

US Real Estate Enterprises Prefer CRM
CRM Software Comes Handy to Treatment Centers
Market Share Findings

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)

Product Launches
Strategic Corporate Developments
Select Players
B. Market Analytics

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)

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)

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)

2. CANADA

A. Market Analysis
Outlook
Product Launch
Strategic Corporate Developments
Maximizer Software, Inc. – A Major Canadian Player
B. Market Analytics

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)

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)

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)

3. JAPAN

A. Market Analysis
Outlook
B. Market Analytics

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)

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)

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)

4. EUROPE

A. Market Analysis
Outlook
B. Market Analytics

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)

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)

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)

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)

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)

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)

4A. FRANCE

A. Market Analysis
Outlook
Market Scenario
Strategic Corporate Developments
B. Market Analytics

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)

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)

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)

4B. GERMANY

A. Market Analysis
Outlook
Market Overview
Strategic Corporate Developments
SAP AG – A Major German Player
B. Market Analytics

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)

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)

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)

4C. ITALY

A. Market Analysis
Outlook
B. Market Analytics

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)

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)

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)

4D. THE UNITED KINGDOM

A. Market Analysis
Outlook
Industry Outlook
Product Launches
Strategic Corporate Developments
The Sage Group plc – A Major UK Player
B. Market Analytics

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)

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)

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)

4E. SPAIN

A. Market Analysis
Outlook
B. Market Analytics

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)

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)

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)

4F. RUSSIA

A. Market Analysis
Outlook
Market Overview
B. Market Analytics

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)

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)

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)

4G. REST OF EUROPE

A. Market Analysis
Outlook
Strategic Corporate Developments
Select Players
B. Market Analytics

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)

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)

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)

5. ASIA-PACIFIC

A. Market Analysis
Outlook
The Fastest Growing Regional Market
B. Market Analytics

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)

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)

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)

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)

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)

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)

5A. AUSTRALIA

A. Market Analysis
Outlook
B. Market Analytics

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)

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)

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)

5B. CHINA

A. Market Analysis
Outlook
Market Scenario
Competitive Scenario
Market Share Findings

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)

Strategic Corporate Development
Huawei Technologies Co. , Ltd. – A Major Chinese Player
B. Market Analytics

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)

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)

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)

5C. INDIA

A. Market Analysis
Outlook
Market Scenario
Product Launches
B. Market Analytics

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)

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)

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)

5D. SOUTH KOREA

A. Market Analysis
Outlook
B. Market Analytics

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)

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)

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)

5E. REST OF ASIA-PACIFIC

A. Market Analysis
Outlook
CRM Opportunities Vietnam – A Review
B. Market Analytics

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)

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)

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)

6. LATIN AMERICA

A. Market Analysis
Outlook
Market Overview
B. Market Analytics

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)

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)

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)

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)

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)

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)

6A. BRAZIL

A. Market Analysis
Outlook
Strategic Corporate Development
B. Market Analytics

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)

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)

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)

6B. REST OF LATIN AMERICA

A. Market Analysis
Outlook
B. Market Analytics

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)

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)

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)

7. REST OF WORLD

A. Market Analysis
Outlook
B. Market Analytics

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)

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)

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)

IV. COMPETITIVE LANDSCAPE

Total Companies Profiled: 188 (including Divisions/Subsidiaries - 198)
The United States (129)
Canada (11)
Europe (37)
  France (1)
  Germany (5)
  The United Kingdom (14)
  Spain (2)
  Rest of Europe (15)
Asia-Pacific (Excluding Japan) (18)
Africa (2)
Middle East (1)