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Customer Relationship Management Services Market by Deployment Mode (On Premises and Cloud) for Applications (Marketing, Sales, Customer Support and Services and Others) - Global Industry Analysis, Size, Share, Growth, Trends and Forecast 2016 – 2022

Published Date: 11-Sep-2017 Category: Technology & Media Report Format : PDF Pages: 110 Report Code: ZMR-2215 Status : Published

Global customer relationship management services market is expected to reach USD 30.40 billion by 2022, growing at a CAGR of 36% between 2017 and 2022.

Description

The report covers forecast and analysis for the customer relationship management services market on a global and regional level. The study provides historic data of 2014, 2015 and 2016 along with a forecast from 2017 to 2022 based on revenue (USD Billion). The study includes drivers and restraints for the customer relationship management services market along with the impact they have on the demand over the forecast period. Additionally, the report includes the study of opportunities available in the customer relationship management services market on a global level.

In order to give the users of this report a comprehensive view on the customer relationship management services market, we have included a detailed competitive scenario, and customer relationship management services type portfolio of key vendors. To understand the competitive landscape in the market, an analysis of Porter’s five forces model for the customer relationship management services market has also been included. The study encompasses a market attractiveness analysis, wherein segments are benchmarked based on their market size, growth rate, and general attractiveness.

Global Customer Relationship Management Services Market

The customer relationship management services market is segmented on the basis of deployment mode, application, vertical and region. All the segments have been analyzed based on present and future trends and the market is estimated from 2016 to 2022. Deployment mode segment under this study includes on premises and cloud. Application segment includes marketing, sales, customer support and services and others. Vertical segment includes BFSI, government, retail, healthcare, manufacturing and others. The regional segmentation includes the current and forecast demand for North America, Europe, Asia Pacific, Latin America and Middle East and Africa with its further bifurcation into major countries including U.S., France, UK, Germany, China, India, Japan and Brazil.

Key players profiled in the report include IBM Corp., Oracle Corp., Wipro Limited, Tata Consultancy Services Limited, Microsoft Inc., Salesforce.com Inc., NetSuite Inc., Nimble Inc., SugarCRM Inc., SAP SE, Amdocs Ltd., Sage CRM Solutions Ltd. and Ramco Systems Ltd. The detailed description of players includes parameters such as company overview, financial overview, business, and recent developments and SWOT analysis of the company.

The report segments customer relationship management services market into:

Global CRM Services Market: Deployment Mode Segment Analysis

  • Cloud
  • On-Premises

Global CRM Services Market: Application Segment Analysis

  • Marketing
  • Sales
  • Customer Support and Services
  • Others

Global CRM Services Market: Vertical Segment Analysis

  • BFSI
  • Government
  • Retail
  • Healthcare
  • Manufacturing
  • Others

Global CRM Services Market: Region Segment Analysis

  • North America
    • U.S.
  • Europe
    • UK
    • France
    • Germany
  • Asia Pacific
    • China
    • Japan
    • India
  • Latin America
    • Brazil
  • Middle East and Africa

Table Of Content

  • Chapter 1. Introduction
    • 1.1. Report description and scope
    • 1.2. Research scope
    • 1.3. Research methodology
      • 1.3.1. Market research process
      • 1.3.2. Market research methodology
  • Chapter 2. Executive Summary
    • 2.1. Global customer relationship management services market, 2014 – 2022 (USD Billion)
    • 2.2. Global customer relationship management services market : Snapshot
  • Chapter 3. Customer relationship management services – Market Dynamics
    • 3.1. Introduction
    • 3.2. Market drivers
      • 3.2.1. Global customer relationship management services market drivers: Impact analysis
      • 3.2.2. Focus On Customer Engagement
      • 3.2.3. Emerging SMES
      • 3.2.4. Simplicity Of CRM Products And Services
    • 3.3. Market restraints
      • 3.3.1. Global customer relationship management services restraints: Impact analysis
      • 3.3.2. Security And Privacy
    • 3.4. Opportunities
      • 3.4.1. Bring Your Own Device (BYOD) Ecosystem
    • 3.5. Porter’s five forces analysis
      • 3.5.1. Bargaining power of suppliers
      • 3.5.2. Bargaining power of buyers
      • 3.5.3. Threat from new entrants
      • 3.5.4. Threat from new substitutes
      • 3.5.5. Degree of competition
    • 3.6. Market attractiveness analysis
      • 3.6.1. Market attractiveness analysis, by deployment mode segment
      • 3.6.2. Market attractiveness analysis, by application segment
      • 3.6.3. Market attractiveness analysis, by vertical segment
      • 3.6.4. Market attractiveness analysis, by regional segment
  • Chapter 4. Global Customer relationship management services Market – Competitive Landscape
    • 4.1. Company Market Share Analysis (Subject To Data Availability)
      • 4.1.1. Global customer relationship management services market: company market share, 2016
    • 4.2. Strategic Development
      • 4.2.1. Acquisitions & Mergers
      • 4.2.2. New Product Launch
      • 4.2.3. Agreements, Partnerships, Collaborations and Joint Ventures
      • 4.2.4. Research and Development, Product and Regional Expansion
  • Chapter 5. Global Customer relationship management services market –Deployment Mode Segment Analysis
    • 5.1. Global Customer relationship management services market: Deployment Mode overview
      • 5.1.1. Global Customer relationship management services market revenue share, by Deployment Mode, 2016 and 2022
    • 5.2. Cloud
      • 5.2.1. Cloud Customer relationship management services market, 2014-2022 (USD Billion)
    • 5.3. On-premises
      • 5.3.1. On-premises Customer relationship management services market, 2014-2022 (USD Billion)
  • Chapter 6. Global Customer relationship management services market – Application Segment Analysis
    • 6.1. Global Customer relationship management services market: Application overview
      • 6.1.1. Global Customer relationship management services market revenue share, by Application, 2016 and 2022
    • 6.2. Marketing
      • 6.2.1. Global Customer relationship management services market for Marketing 2014-2022 (USD Billion)
    • 6.3. Sales
      • 6.3.1. Global Customer relationship management services market for Sales 2014-2022 (USD Billion)
    • 6.4. Customer Support and Services
      • 6.4.1. Global Customer relationship management services market for Customer Support and Services 2014-2022 (USD Billion)
    • 6.5. Others
      • 6.5.1. Global Customer relationship management services market for Others 2014-2022 (USD Billion)
  • Chapter 7. Global Customer relationship management services market – Vertical Segment Analysis
    • 7.1. Global Customer relationship management services market: Vertical overview
      • 7.1.1. Global Customer relationship management services market revenue share, by Vertical, 2016 and 2022
    • 7.2. BFSI
      • 7.2.1. Global Customer relationship management services market for BFSI 2014-2022 (USD Billion)
    • 7.3. Government
      • 7.3.1. Global Customer relationship management services market for Government 2014-2022 (USD Billion)
    • 7.4. Retail
      • 7.4.1. Global Customer relationship management services market for Retail 2014-2022 (USD Billion)
    • 7.5. Healthcare
      • 7.5.1. Global Customer relationship management services market for Healthcare 2014-2022 (USD Billion)
    • 7.6. Manufacturing
      • 7.6.1. Global Customer relationship management services market for Manufacturing 2014-2022 (USD Billion)
    • 7.7. Others
      • 7.7.1. Global Customer relationship management services market for Others 2014-2022 (USD Billion)
  • Chapter 8. Global Customer relationship management services Market – Regional Segment Analysis
    • 8.1. Global Customer relationship management services market: Regional overview
      • 8.1.1. Global Customer relationship management services market revenue share, by region, 2016 and 2022
    • 8.2. North America
      • 8.2.1. North America Customer relationship management services market revenue, by deployment mode, 2014-2022 (USD Billion)
      • 8.2.2. North America Customer relationship management services market revenue, by application, 2014-2022 (USD Billion)
      • 8.2.3. North America Customer relationship management services market revenue, by vertical, 2014-2022 (USD Billion)
    • 8.3. U.S.
      • 8.3.1. U.S. Customer relationship management services market revenue, by deployment mode, 2014-2022 (USD Billion)
      • 8.3.2. U.S. Customer relationship management services market revenue, by application, 2014-2022 (USD Billion)
      • 8.3.3. U.S. Customer relationship management services market revenue, by vertical, 2014-2022 (USD Billion)
    • 8.4. Europe
      • 8.4.1. Europe Customer relationship management services market revenue, by deployment mode, 2014-2022 (USD Billion)
      • 8.4.2. Europe Customer relationship management services market revenue, by application, 2014-2022 (USD Billion)
      • 8.4.3. Europe Customer relationship management services market revenue, by vertical, 2014-2022 (USD Billion)
    • 8.5. France
      • 8.5.1. France Customer relationship management services market revenue, by deployment mode, 2014-2022 (USD Billion)
      • 8.5.2. France Customer relationship management services market revenue, by application, 2014-2022 (USD Billion)
      • 8.5.3. France Customer relationship management services market revenue, by vertical, 2014-2022 (USD Billion)
    • 8.6. U.K.
      • 8.6.1. U.K. Customer relationship management services market revenue, by deployment mode, 2014-2022 (USD Billion)
      • 8.6.2. U.K. Customer relationship management services market revenue, by application, 2014-2022 (USD Billion)
      • 8.6.3. U.K. Customer relationship management services market revenue, by vertical, 2014-2022 (USD Billion)
    • 8.7. Germany
      • 8.7.1. Germany Customer relationship management services market revenue, by deployment mode, 2014-2022 (USD Billion)
      • 8.7.2. Germany Customer relationship management services market revenue, by application, 2014-2022 (USD Billion)
      • 8.7.3. Germany Customer relationship management services market revenue, by vertical, 2014-2022 (USD Billion)
    • 8.8. Asia Pacific
      • 8.8.1. Asia Pacific Customer relationship management services market revenue, by deployment mode, 2014-2022 (USD Billion)
      • 8.8.2. Asia Pacific Customer relationship management services market revenue, by application, 2014-2022 (USD Billion)
      • 8.8.3. Asia Pacific Customer relationship management services market revenue, by vertical, 2014-2022 (USD Billion)
    • 8.9. India
      • 8.9.1. India Customer relationship management services market revenue, by deployment mode, 2014-2022 (USD Billion)
      • 8.9.2. India Customer relationship management services market revenue, by application, 2014-2022 (USD Billion)
      • 8.9.3. India Customer relationship management services market revenue, by vertical, 2014-2022 (USD Billion)
    • 8.10. China
      • 8.10.1. China Customer relationship management services market revenue, by deployment mode, 2014-2022 (USD Billion)
      • 8.10.2. China Customer relationship management services market revenue, by application, 2014-2022 (USD Billion)
      • 8.10.3. China Customer relationship management services market revenue, by vertical, 2014-2022 (USD Billion)
    • 8.11. Japan
      • 8.11.1. Japan Customer relationship management services market revenue, by deployment mode, 2014-2022 (USD Billion)
      • 8.11.2. Japan Customer relationship management services market revenue, by application, 2014-2022 (USD Billion)
      • 8.11.3. Japan Customer relationship management services market revenue, by vertical, 2014-2022 (USD Billion)
    • 8.12. Latin America
      • 8.12.1. Latin America Customer relationship management services market revenue, by deployment mode, 2014-2022 (USD Billion)
      • 8.12.2. Latin America Customer relationship management services market revenue, by application, 2014-2022 (USD Billion)
      • 8.12.3. Latin America Customer relationship management services market revenue, by vertical, 2014-2022 (USD Billion)
    • 8.13. Brazil
      • 8.13.1. Brazil Customer relationship management services market revenue, by deployment mode, 2014-2022 (USD Billion)
      • 8.13.2. Brazil Customer relationship management services market revenue, by application, 2014-2022 (USD Billion)
      • 8.13.3. Brazil Customer relationship management services market revenue, by vertical, 2014-2022 (USD Billion)
    • 8.14. Middle East and Africa
      • 8.14.1. Middle East and Africa Customer relationship management services market revenue, by deployment mode, 2014-2022 (USD Billion)
      • 8.14.2. Middle East and Africa Customer relationship management services market revenue, by application, 2014-2022 (USD Billion)
      • 8.14.3. Middle East and Africa Customer relationship management services market revenue, by vertical, 2014-2022 (USD Billion)
  • Chapter 9. Company Profile
    • 9.1. IBM Corp.
      • 9.1.1. Overview
      • 9.1.2. Financials
      • 9.1.3. Product Portfolio
      • 9.1.4. Strategy
      • 9.1.5. Recent development
      • 9.1.6. SWOT Analysis
    • 9.2. Oracle Corp
      • 9.2.1. Overview
      • 9.2.2. Financials
      • 9.2.3. Product Portfolio
      • 9.2.4. Strategy
      • 9.2.5. Recent Development
    • 9.2.6. SWOT Analysis
      • 9.3. Wipro Limited
      • 9.3.1. Overview
      • 9.3.2. Financials
      • 9.3.3. Product Portfolio
      • 9.3.4. Strategy
      • 9.3.5. Recent Development
      • 9.3.6. SWOT Analysis
    • 9.4. Tata Consultancy Services Limited
      • 9.4.1. Overview
      • 9.4.2. Financials
      • 9.4.3. Product portfolio
      • 9.4.4. Business Strategy
      • 9.4.5. Recent Development
      • 9.4.6. SWOT Analysis
    • 9.5. Microsoft Inc.
      • 9.5.1. Overview
      • 9.5.2. Financial
      • 9.5.3. Product portfolio
      • 9.5.4. Business Strategy
      • 9.5.5. Recent Development
      • 9.5.6. SWOT Analysis
    • 9.6. Salesforce.com Inc.
      • 9.6.1. Overview
      • 9.6.2. Financial
      • 9.6.3. Product portfolio
      • 9.6.4. Business Strategy
      • 9.6.5. Recent Development
      • 9.6.6. SWOT Analysis
    • 9.7. NetSuite Inc.
      • 9.7.1. Overview
      • 9.7.2. Financial
      • 9.7.3. Product portfolio
      • 9.7.4. Business Strategy
      • 9.7.5. Recent Development
      • 9.7.6. SWOT Analysis
    • 9.8. Nimble Inc.
      • 9.8.1. Overview
      • 9.8.2. Financial
      • 9.8.3. Product portfolio
      • 9.8.4. Business Strategy
      • 9.8.5. Recent Development
      • 9.8.6. SWOT Analysis
    • 9.9. SugarCRM Inc.
      • 9.9.1. Overview
      • 9.9.2. Financial
      • 9.9.3. Product portfolio
      • 9.9.4. Business Strategy
      • 9.9.5. Recent Development
      • 9.9.6. SWOT Analysis
    • 9.10. SAP SE
      • 9.10.1. Overview
      • 9.10.2. Financial
      • 9.10.3. Product portfolio
      • 9.10.4. Business Strategy
      • 9.10.5. Recent Development
      • 9.10.6. SWOT Analysis
    • 9.11. Amdocs Ltd.
      • 9.11.1. Overview
      • 9.11.2. Financial
      • 9.11.3. Product portfolio
      • 9.11.4. Business Strategy
      • 9.11.5. Recent Development
      • 9.11.6. SWOT Analysis
    • 9.12. Sage CRM Solutions Ltd.
      • 9.12.1. Overview
      • 9.12.2. Financial
      • 9.12.3. Product portfolio
      • 9.12.4. Business Strategy
      • 9.12.5. Recent Development
      • 9.12.6. SWOT Analysis
    • 9.13. Ramco Systems Ltd.
      • 9.13.1. Overview
      • 9.13.2. Financial
      • 9.13.3. Product portfolio
      • 9.13.4. Business Strategy
      • 9.13.5. Recent Development
      • 9.13.6. SWOT Analysis

Methodology

This report is based on in-depth qualitative and quantitative analyses of the global Customer Relationship Management Services market. Zion Research has collected and analyzed key data belong to the global Customer Relationship Management Services market using a variety of methods. Quantitative analysis has been done following various projection and sampling techniques.

The qualitative analysis involved primary interviews, surveys, and vendor briefings. The data gathered as a result of these processes were validated through experts' opinions. The market dynamics have been determined after conducting a detailed study of the micro and macroeconomic indicators of the market.

Various parameters have been taken into account, while estimating market size. The revenue generated by the leading industry participants in from the sales of Customer Relationship Management Services across the world has been calculated through primary and secondary research.

Zion Research employs the combination of secondary research followed by extensive primary research. Under secondary research, we refer to prominent paid as well as open access data sources including product literature, company annual reports, government publications, press releases, industry association’s magazines and other relevant sources for data collection. Other prominent secondary sources include STATISTA, trade journals, trade associations, statistical data from government websites, etc. 

For this study, Zion Research has conducted all-encompassing primary research with key industry participants to collect first had data. Moreover, in-depth interviews with key opinion leaders also assisted in validation of findings from secondary research and to understand key trends in the Customer Relationship Management Services industry. Primary research makes up the major source of data collection and validation.   

Primary Research

We conduct primary interviews with industry participants and commentators on an ongoing basis to validate data and analysis. A typical research interview fulfills the following functions:

  • Provides firsthand information on market size, market trends, growth trends, competitive landscape, outlook, etc.
  • Helps in validating and strengthening the secondary research findings
  • Further, develops the analysis team’s expertise and market understanding
  • Primary research involves e-mail interactions, telephonic interviews as well as face-to-face interviews for each market, category, segment and sub-segment across geographies

Participants who typically participate in such a process include, but are not limited to:

  • Industry participants: CEOs, VPs, marketing/product managers, market intelligence managers and national sales managers
  • Purchasing managers, technical personnel, distributors and resellers
  • Outside experts: Investment bankers, valuation experts and research analysts specializing in specific markets

Key opinion leaders specializing in different areas corresponding to different industry verticals

Secondary Research

Secondary research sources that are typically referred to include, but are not limited to:

  • Company websites, annual reports, financial reports, broker reports, investor presentations and SEC filings
  • IDC and other relevant magazines
  • Internal and external proprietary databases, and relevant patent and regulatory databases
  • National government documents, statistical databases and market reports

News articles, press releases and webcasts specific to companies operating in the market

Following a comprehensive secondary and primary research and insights thus gathered, analysts at Zion Research have provided an in-depth analysis of various aspects of the Customer Relationship Management Services market.

Models

Where no hard data is available, we use models and estimates to produce comprehensive data sets. A rigorous methodology is adopted, wherein the available hard data is cross-referenced with the following data types to produce estimates:

  • Demographic data: Population split by segments
  • Macroeconomic indicators: GDP, PPP, Per Capita Income, etc.
  • Industry indicators: Expenditure, technology stage and infrastructure, sector growth and facilities
  • Data is then cross-checked by an expert panel.

Free Analysis

In today’s world, organizations need to keep in touch with the customers and fulfill the requirements of customers in order to be in competition. To increase the sales and profits of the organization, one must improve the relationship with the customers of the company. Success and increased sales numbers depend on the healthy relationship with customers. But complex business operations always need effective CRM software. To manage and handle the data related to customers, companies now days rely on CRM services and services. CRM system gives information about customer while contact happens between company and customer by different channels like company's website, telephone, live chat, direct mail, marketing materials and social media. CRM is used by companies to improve the relationship with customers by analyzing the customer data throughout the lifecycle of a customer.

Deployment of customer relationship management services through cloud system is easier and consume less time. Simple and easy installation features of customer relationship management software and services drive this market globally. Competition makes every company think more on customer satisfaction. Emerging small and medium organization in the market into customer satisfaction also drives global CRM services market. To maintain a good relationship with global customer global companies are continuously trying to improve the CRM services and system. The increase in social CRM and mobility is also driving the growth of customer services and relationship management. However, privacy and security concern of customer data restraints the global CRM services market. New technologies such as BYOD (bring your own device) and industry ready CRM services software will fuel this customer relationship management services market globally.

The customer relationship management services market is segmented on the basis of deployment mode, application, vertical and region. Deployment mode segment includes on-premise and cloud. Due to low-cost investment and easy setup, cloud based CRM services software is leading segment in deployment mode. Easy handling and less time for operation make cloud based software preferable over on-premise software. Application segment includes marketing, sales, customer support and services and others. Due to a large number of market share of sales force CRM, sales application is leading segment. Increase in interaction with customers, customer support and service department is also leading in CRM services users. The vertical segment includes BFSI, government, retail, healthcare, manufacturing, and others. With more number of the customer base in the manufacturing industry, manufacturing segment is leading in this customer relationship management services market. Due to increasing number of bank accounts and transaction, BFSI is also increased its customer base and is leading segment in this market. Retail and healthcare segments are also leading in CRM services users due to the expansion of its business units. The regional segmentation includes the current and forecast demand for North America, Europe, Asia Pacific, Latin America and the Middle East and Africa with its further bifurcation into major countries including U.S., France, Germany, UK, China, India, Japan, and Brazil.

The report covers detailed competitive outlook including company profiles of the key participants operating in the global market. Key players profiled in the report include IBM Corp., Oracle Corp., Wipro Limited, Tata Consultancy Services Limited, Microsoft Inc., Salesforce.com Inc., NetSuite Inc., Nimble Inc., SugarCRM Inc., SAP SE, Amdocs Ltd., Sage CRM Solutions Ltd. and Ramco Systems Ltd.

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