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Customer Relationship Management (CRM)
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Competitive Intelligence

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Intelligence covers market and price outlook, SWOT analysis, demand & supply drivers, engagement models and Procurement best practices

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Intelligence on category covers the following aspects market outlook, supply market, SWOT analysis, Cost components & Price outlook, Demand and supply drivers, Engagement Models and Procurement Best Practices

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Abi will answer all Customer Relationship Management (CRM) related
procurement queries with relevant data points

Abi - AI powered digital procurement assistant

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Get up-to-date market and supplier info on Customer Relationship Management (CRM) to help you build

Intelligence covers market and price outlook, SWOT analysis, demand & supply drivers, engagement models and Procurement best practices

1

Intelligence on category covers the following aspects market outlook, supply market, SWOT analysis, Cost components & Price outlook, Demand and supply drivers, Engagement Models and Procurement Best Practices

manage-risk

Assess Supplier Risk based on key risk and compliance parameters

1

Supplier assessment covers the following parameters Financial Risk, Ethical, Labor, Environmental Compliance, IT Security.

2

Supplier assessment is powered by world’s leading data partners including D&B, CreditSafe, Dow Jones, Refinitiv, Orpheus

discover-supplier

Identify right fit suppliers based on your selection criteria including revenue, capabilities, certification, geography

1

Select suppliers based on industry, country, classification from a database of 4.2 mn suppliers. Get detailed supplier profiles with supplier capabilities, revenue, certifications, risk ratings

assess-category-perforamnce

Benchmark your category performance against peers and the market

1

Measure category performance on 15 key parameters across cost, risk and strategy KPIs

source-market-indices

Get information on key factors affecting your supply

1

Source Macro Data and Market Indices information from leading data sources across these key areas - Labor Rates, Currency, Energy, Country Risk, Trade Flow/Transportation, Port Data, Tariff, Weather and Epidemics

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Report Coverage

  • Global Capacity–Demand Analysis
  • Global Trade Dynamics
  • Regional Market Snapshot-North America, Europe, Asia
  • Cost Structure Analysis

Market Size

Market Size North America

$27 Bn

Market Size Europe

$16.5 Bn

Market Size Asia Pacific

$6.4 Bn

Market Size Middle East - Asia

$1.9 Bn

Areas such as the U.S. and Western Europe have high market maturity in the global CRM industry. Parts of APAC, such as Australia, China, and India have medium market maturity. Factors like demand for improvement in customer experience, better customer retention and acquisition, lead management, voice of the customer, and field management are the key drivers for the CRM market. APAC and LATAM are the emerging CRM markets, with the focus shifting on segments like SaaS, Mobile CRM, and analytics. Buyers of CRM have a preference for solutions that can seamlessly operate across various business functions, such as sales, marketing, customer support, and various channels, such as mobile and social media.

The CRM industry has a high supplier base ranging from global to regional vendors who can cater to specific business requirements. The report also discusses the various drivers and constraints impacting the global CRM industry, along with Porter's five forces analysis. It also provides a regional market outlook in areas such as North America, Europe, APAC, MEA, and LATAM. It also explores various supplier trends, and provides detailed profiles on prominent suppliers, such as Salesforce, Microsoft, Oracle, and SAP.

Beroe gathers intelligence through primary sources that include industry experts, researchers, and consultants, as well as current suppliers, producers and distributors. Secondary sources can include business journals, newsletters, magazines, market research data, company sources, and industry associations. Following data collation, analysis, and strategic review, the Final Research Report is published on Beroe LiVE.

Table of Contents

  1. CRM Executive Summary
  2. CRM Overview
  3. Global CRM Industry Outlook
  4. Supply Market Outlook
  5. Impact of COVID-19 CRM Software
  1. CRM Market Analysis
  2. Global CRM Industry Trends
  3. Global CRM Drivers and Constraints
  4. Regional Market Outlook
  5. Porter's Five Forces Analysis
  1. Cost and Pricing Analysis
  2. Cost Structure Analysis – On-Premise Model Cost Analysis
    • Cost Saving Opportunities
    • CRM Customization
    • Pricing Models – SaaS
    • Hidden Costs Associated with SaaS CRM
  1. CRM Procurement Best Practices
  2. Sourcing Models for CRM Services
  3. Sourcing Models - Comparative Analysis

 

  1. CRM SLAs and KPIs
  2. Cloud SLA - SaaS CRM
  3. KPI and SLA Components - SaaS CRM
  4. Cloud Security Standards - SaaS CRM

 

  1. CRM-RFP Inputs
  2. RFP - Questions

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Global CRM Industry Outlook

  • CRM refers to practices and technologies that organizations adopt to manage and analyze customer interactions. CRM can improve customer relationships, help in customer retention, and drive sales growth. CRM can combine customer data from different channels, such as the company's website, telephone, live chat, direct mail, and social media, which can provide detailed information on customers' personal information, purchase history, buying preferences and challenges faced by the customers.

Global CRM Industry Analysis

  • APAC and LATAM are emerging markets with shifting focus on SaaS, Mobile CRM, and analytics

CRM Supply Analysis: Supply Market Outlook 

Global/Regional Supplier

  • Mature and Diversified Market: CRM market is highly matured and key differentiator among CRM vendors is the ability to integrate cross-functional data. E.g., Customer data across sales, marketing, and customer support. In addition, buyers prefer vendors who has integration-ready partnerships and one-stop solutions. E.g., Oracle's Marketing Cloud should connect seamlessly with Salesforce sales cloud
  • Increase in SaaS CRM Adoption: There is a rapid shift in the CRM deployment model, as the buyers are moving from on-premise model to SaaS model, due to diversified user base, increased cost savings, and low maintenance

CRM Supplier Perspective: Vertical/Local Supplier

  • Experience Across Industries: In CRM, Tier-2 suppliers are also known as vertical specific suppliers. Enterprises are more focused on product capability rather than the supplier strength (revenue/client base, etc.)
  • E.g., Veeva and Cegedim are key vendors, who deliver SaaS based sales CRM module specific to pharmaceutical industry

Engagement Trends

  • Most Adopted Engagement Model Globally: Multi-vendor sourcing strategy
  • No One Size Fits all Solution: No CRM solution is complete and all CRM solutions require custom development or third-party applications to achieve 100 percent efficiency. An enterprise can have more than one CRM solution based on their business requirement, such as marketing, sales, e-Commerce and customer support. Due to constant change in business models/geo location enterprises are seeking better CRM solutions that can keep them ahead of competition and help achieve better customer service
  • Contract Length: 2–3 years, with an option of contract extension based on performance linked with SLA's

Key Global CRM Suppliers

Global Supplier List and Service Capabilities

  • Salesforce (SFDC) is the leading vendor in CRM market and the key competitors are SAP, Oracle, Microsoft, and IBM. The key factor behind the growth and leadership position of Salesforce is their 100 percent focus on SaaS model
  • Key factors that are used in the selection of CRM vendors include, maturity of the buyer, industry, existing business processes, customer  segment (B2B or B2C), and budget. Leading CRM vendors have the  capability to serve across all the parameters. However, what  differentiates them is the depth of capability and ability to integrate with third-party solutions

Customer Relationship Management (CRM) Market Frequently Asked Questions

  1. How much was the customer relationship management software market worth in 2016?
  2. As per Beroe’s customer relationship management industry analysis, the global market size of CRM software was $28 billion in 2016.
  3.  
  1. How is the market maturity in the global CRM industry in different regions?
  2. The customer relationship management market regions in the U.S. and Western Europe have high market maturity, while parts of APAC, such as Australia, China, and India have medium market maturity.
  3.  
  1. What are the key driving factors for the CRM market?
  2. The key drivers for the CRM market growth globally are the demand for improvement in customer experience, better customer retention and acquisition, lead management, the voice of the customer, and field management.
  3.  
  1. What are the emerging CRM markets?
  2. With the shifting CRM market trends on segments like SaaS, Mobile CRM, and analytics, the APAC and LATAM are the emerging CRM markets.
  3.  
  1. What offers cost-saving opportunities for the CRM market?
  2. From CRM market analysis reports by Beroe, the following presents significant CRM cost-saving opportunities. · Deactivation of unused licenses · Minimal customization · Effective training · Adoption of SaaS
  3.  
  1. Who are the key service providers in the global CRM market?
  2. The top global service providers in the CRM market are SAP, Oracle, Salesforce, Microsoft, Pegasystems, Infor. According to the latest CRM market news from Beroe, Salesforce is leading the global market due to its complete focus on the SaaS model.
  3.  
  1. What is the key differentiator among CRM vendors?
  2. The key differentiator among CRM vendors is the ability to integrate cross-functional data, for instance, customer data across sales, marketing, and customer support. Moreover, vendors who offer one-stop solutions and integration-ready partnerships are preferred more by buyers.
  3.  
  1. What is the reason behind the increase in SaaS CRM adoption?
  2. There is a rapid shift in the CRM market size and deployment model as factors like increased cost savings, diversified user base, and low maintenance are causing buyers to move to SaaS models from the on-premise models.
  3.  
  1. Which vendors deliver SaaS-based sales CRM modules to the pharmaceutical industry?
  2. Veeva and Cegedim are the key vendors who offer CRM modules specifically designed to cater to the needs of the pharmaceutical industry.
  3.  
  1. What are the key factors considered when selecting a CRM vendor?
  2. The key factors that are used in the selection of CRM vendors are – maturity of the buyer, industry, existing business processes, customer segment (whether it is B2B or B2C), and budget. Most leading vendors can successfully deliver across all these parameters.

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