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.
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
Similar Reports
The netbook sales in India have been growing strongly with major demand from the home segment. Personal computer market is expected to grow as the economy is recovering from the recession. The newest addition to this consumer product group is notebooks and netbooks. However, it has been seen that there is no clear demarcation between inexpensive notebook and netbook as an upgraded version of a net...
- Publish Date: January 18, 2011
- $950
The Online Movie Rental market in India is at a nascent stage. The market is estimated at INR 601 mn in 2008 and shows huge potential due to a large untapped consumer base. The changing perceptions of people towards entertainment along with a rise in their disposable income and internet usage have driven the market. The report begins with a market overview section that provides an insight into t...
- Publish Date: March 7, 2011
- $950
Local search market in India is a common platform for advertising used by business entities. It has an offline and an online category. Local search space provides a platform to the small and medium scale enterprises to advertise with regards to their products and services through local search engines and print directories such as yellow pages. The report begins with the market overview section wh...
- Publish Date: June 27, 2011
- $950
