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Global Social Customer Relationship Management (CRM) Market Size study, by Application ( ing, Sales, Customer support & service, Others) by Deployment type (On demand, On premise) by Solutions (Social Monitoring, Social Mapping, Social Middleware, Social Management, Social Measurement) by Users (Small and Medium Businesses, Enterprises) by Verticals (Academia & Government, Automotive, Transportation and Logistics, BFSI, Consumer Goods and Retail, Energy , Power and Utilities, Healthcare, Oil and Gas, Telecom and IT ) and Regional Forecasts 2021-2027

  • BIZ4594973
  • 200 Pages
  • June 2021
  • ICT & Media
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Global Social Customer Relationship Management (CRM)Market is valued approximately USD 27.2billion in 2020 and is anticipated to grow with a healthy growth rate of more than 51.9% over the forecast period 2021-2027. Web 2.0 and Big Data technology have enabled the creation of a new customer engagement strategy centered on engagement and collaborations known as Social Customer Relationship Management (Social CRM). Customers will be more engaged and satisfied as a result of this. Implementing Social CRM is a difficult endeavor that requires consideration of several organizational, human, and technology factors. In today's business environment, social Customer Relationship Management (CRM) solutions are growing rapidly. With the internet and social media, businesses are integrating social media into CRM software, paving the door for social CRM to emerge as a new network. In B2C enterprises, there is a considerable increase in demand for CRM solutions. With roughly 23.5 percent and 22.0 percent of the market, respectively, the retail and BFSI segments emerged as the major shareholders in 2020. Banking and financial institutions utilize CRM systems because they enable them create a better customer experience.Furthermore, Big Data enhances Social CRM by allowing for more precise decision-making and a more effective exchange of information among social consumers and the organization. In Social CRM, Big Data technologies can be used for a variety of applications. Commercial suggestion, which suggests the commodity or solution with the best chance of success for each customer, is one of them.Businesses are also developing new products to expand and reinforce their approved projects and attract potential investors, which is one of the factors driving market growth. Salesforce.com, Inc., for example, purchased Mulesoft, an integration software business, in March 2018. Mulesoft's connectivity technologies and huge buyer base were made available to the company as part of the deal.However, the lack of methodologies to aid organizations in these operations is impeding industry expansion. Also, the abundance of open information available on the internet from a diversity of ways and domains is rapidly increasing, and it currently represents a significant body of knowledge that can help develop opportunities for Social CRM.

With the demand for more business-specific solutions for companies, North America is likely to be the largest market in terms of sales revenues. While growing investments in the Social CRM Market are likely to boost market growth in Asia-Pacific (APAC) in the years ahead. The elements that drive growth during the forecast period are the market's great perspective in respect of venture capital investments.

Major market player included in this report are:

IBM Corporation

Jive Software, Inc.

Lithium Technologies, LLC

Microsoft Corporation

NetSuite, Inc.

Oracle Corporation

Pegasystems,Inc.

Salesforce.com, Inc.

SAP SE

SugarCRM, Inc.

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

By Application:

Marketing

Sales

Customer support & service

Others

By Deployment type:

On demand

On premise

By Solutions:

Social Monitoring

Social Mapping

Social Middleware

Social Management

Social Measurement

By Users:

Small and Medium Businesses

Enterprises

By Verticals:

Academia & Government

Automotive, Transportation and Logistics

BFSI

Consumer Goods and Retail

Energy, Power and Utilities

Healthcare

Oil and Gas

Telecom and IT

By Region:

North America

U.S.

Canada

Europe

UK

Germany

France

Spain

Italy

ROE

Asia Pacific

China

India

Japan

Australia

South Korea

RoAPAC

Latin America

Brazil

Mexico

Rest of the World

Furthermore, years considered for the study are as follows:

Historical year – 2018, 2019

Base year – 2020

Forecast period – 2021 to 2027

Target Audience of the Global Social Customer Relationship Management (CRM) Market in Market Study:

Key Consulting Companies & Advisors

Large, medium-sized, and small enterprises

Venture capitalists

Value-Added Resellers (VARs)

Third-party knowledge providers

Investment bankers

Investors

Chapter 1. Executive Summary

1.1. Market Snapshot

1.2. Global & Segmental Market Estimates & Forecasts, 2019-2027 (USD Billion)

1.2.1. Social Customer Relationship Management (CRM) Market, by Region, 2019-2027 (USD Billion)

1.2.2. Social Customer Relationship Management (CRM) Market, by Application,2019-2027 (USD Billion)

1.2.3. Social Customer Relationship Management (CRM) Market, by Deployment Type,2019-2027 (USD Billion)

1.2.4. Social Customer Relationship Management (CRM) Market, by Solutions ,2019-2027 (USD Billion)

1.2.5. Social Customer Relationship Management (CRM) Market, by Users,2019-2027 (USD Billion)

1.2.6. Social Customer Relationship Management (CRM) Market, by Verticals ,2019-2027 (USD Billion)

1.3. Key Trends

1.4. Estimation Methodology

1.5. Research Assumption

Chapter 2. Global Social Customer Relationship Management (CRM) Market Definition and Scope

2.1. Objective of the Study

2.2. Market Definition & Scope

2.2.1. Scope of the Study

2.2.2. Industry Evolution

2.3. Years Considered for the Study

2.4. Currency Conversion Rates

Chapter 3. Global Social Customer Relationship Management (CRM) Market Dynamics

3.1. Social Customer Relationship Management (CRM) Market Impact Analysis (2019-2027)

3.1.1. Market Drivers

3.1.1.1. Increasing use of social media

3.1.1.2. Adoption of big data technologies

3.1.2. Market Challenges

3.1.2.1. Lack of methodologies

3.1.3. Market Opportunities

3.1.3.1. Abundance of open information source

Chapter 4. Global Social Customer Relationship Management (CRM) MarketIndustry Analysis

4.1. Porter’s 5 Force Model

4.1.1. Bargaining Power of Suppliers

4.1.2. Bargaining Power of Buyers

4.1.3. Threat of New Entrants

4.1.4. Threat of Substitutes

4.1.5. Competitive Rivalry

4.1.6. Futuristic Approach to Porter’s 5 Force Model (2018-2027)

4.2. PEST Analysis

4.2.1. Political

4.2.2. Economical

4.2.3. Social

4.2.4. Technological

4.3. Investment Adoption Model

4.4. Analyst Recommendation & Conclusion

Chapter 5. Global Social Customer Relationship Management (CRM) Market, by Application

5.1. Market Snapshot

5.2. Global Social Customer Relationship Management (CRM) Market by Application, Performance - Potential Analysis

5.3. Global Social Customer Relationship Management (CRM) Market Estimates & Forecasts by Application2018-2027 (USD Billion)

5.4. Social Customer Relationship Management (CRM) Market, Sub Segment Analysis

5.4.1. Marketing

5.4.2. Sales

5.4.3. Customersupport & Service

5.4.4. Others

Chapter 6. Global Social Customer Relationship Management (CRM) Market, by Deployment Type

6.1. Market Snapshot

6.2. Global Social Customer Relationship Management (CRM) Market by Deployment Type, Performance - Potential Analysis

6.3. Global Social Customer Relationship Management (CRM) Market Estimates & Forecasts by Deployment Type2018-2027 (USD Billion)

6.4. Social Customer Relationship Management (CRM) Market, Sub Segment Analysis

6.4.1. On Demand

6.4.2. On Premises

Chapter 7. Global Social Customer Relationship Management (CRM) Market, by Solutions

7.1. Market Snapshot

7.2. Global Social Customer Relationship Management (CRM) Market by Solutions , Performance - Potential Analysis

7.3. Global Social Customer Relationship Management (CRM) Market Estimates & Forecasts by Solutions 2018-2027 (USD Billion)

7.4. Social Customer Relationship Management (CRM) Market, Sub Segment Analysis

7.4.1. Social Monitoring

7.4.2. Social Mapping

7.4.3. Social Middleware

7.4.4. Social Management

7.4.5. Social Measurement

Chapter 8. Global Social Customer Relationship Management (CRM) Market, by Users

8.1. Market Snapshot

8.2. Global Social Customer Relationship Management (CRM) Market by Users , Performance - Potential Analysis

8.3. Global Social Customer Relationship Management (CRM) Market Estimates & Forecasts by Users 2018-2027 (USD Billion)

8.4. Social Customer Relationship Management (CRM) Market, Sub Segment Analysis

8.4.1. Small & Medium Businesses

8.4.2. Enterprises

Chapter 9. Global Social Customer Relationship Management (CRM) Market, by Verticals

9.1. Market Snapshot

9.2. Global Social Customer Relationship Management (CRM) Market by Verticals , Performance - Potential Analysis

9.3. Global Social Customer Relationship Management (CRM) Market Estimates & Forecasts by Verticals 2018-2027 (USD Billion)

9.4. Social Customer Relationship Management (CRM) Market, Sub Segment Analysis

9.4.1. Academia & Government

9.4.2. Automotive, Transportation and Logistics

9.4.3. BFSI

9.4.4. Consumer Goods and Retail

9.4.5. Energy, Power and Utilities

9.4.6. Healthcare

9.4.7. Oil and Gas

9.4.8. Telecom and IT

Chapter 10. Global Social Customer Relationship Management (CRM) Market, Regional Analysis

10.1. Social Customer Relationship Management (CRM) Market, Regional Market Snapshot

10.2. North America Social Customer Relationship Management (CRM) Market

10.2.1. U.S.Social Customer Relationship Management (CRM) Market

10.2.1.1. Applicationbreakdown estimates & forecasts, 2018-2027

10.2.1.2. Deployment Typebreakdown estimates & forecasts, 2018-2027

10.2.1.3. Solutions breakdown estimates & forecasts, 2018-2027

10.2.1.4. Users breakdown estimates & forecasts, 2018-2027

10.2.1.5. Verticals breakdown estimates & forecasts, 2018-2027

10.2.2. CanadaSocial Customer Relationship Management (CRM) Market

10.3. Europe Social Customer Relationship Management (CRM) Market Snapshot

10.3.1. U.K. Social Customer Relationship Management (CRM) Market

10.3.2. Germany Social Customer Relationship Management (CRM) Market

10.3.3. France Social Customer Relationship Management (CRM) Market

10.3.4. Spain Social Customer Relationship Management (CRM) Market

10.3.5. Italy Social Customer Relationship Management (CRM) Market

10.3.6. Rest of EuropeSocial Customer Relationship Management (CRM) Market

10.4. Asia-PacificSocial Customer Relationship Management (CRM) Market Snapshot

10.4.1. China Social Customer Relationship Management (CRM) Market

10.4.2. India Social Customer Relationship Management (CRM) Market

10.4.3. JapanSocial Customer Relationship Management (CRM) Market

10.4.4. Australia Social Customer Relationship Management (CRM) Market

10.4.5. South Korea Social Customer Relationship Management (CRM) Market

10.4.6. Rest of Asia PacificSocial Customer Relationship Management (CRM) Market

10.5. Latin America Social Customer Relationship Management (CRM) Market Snapshot

10.5.1. Brazil Social Customer Relationship Management (CRM) Market

10.5.2. Mexico Social Customer Relationship Management (CRM) Market

10.6. Rest of The World Social Customer Relationship Management (CRM) Market

Chapter 11. Competitive Intelligence

11.1. Top Market Strategies

11.2. Company Profiles

11.2.1. IBM Corporation

11.2.1.1. Key Information

11.2.1.2. Overview

11.2.1.3. Financial (Subject to Data Availability)

11.2.1.4. Product Summary

11.2.1.5. Recent Developments

11.2.2. Jive Software, Inc.

11.2.3. Lithium Technologies

11.2.4. Microsoft Corporation

11.2.5. NetSuite,Inc.

11.2.6. Oracle Corporation

11.2.7. Pegasystems, Inc.

11.2.8. Salesforce.com, Inc.

11.2.9. SAP SE

11.2.10. SugarCRM, Inc.

Chapter 12. Research Process

12.1. Research Process

12.1.1. Data Mining

12.1.2. Analysis

12.1.3. Market Estimation

12.1.4. Validation

12.1.5. Publishing

12.2. Research Attributes

12.3. Research Assumption

List of Tables

TABLE 1. Global Social Customer Relationship Management (CRM) market, report scope

TABLE 2. Global Social Customer Relationship Management (CRM) market estimates & forecasts by Region 2018-2027 (USDBillion)

TABLE 3. Global Social Customer Relationship Management (CRM) market estimates & forecasts by Application2018-2027 (USDBillion)

TABLE 4. Global Social Customer Relationship Management (CRM) market estimates & forecasts by Deployment Type2018-2027 (USDBillion)

TABLE 5. Global Social Customer Relationship Management (CRM) market estimates & forecasts by Solutions 2018-2027 (USDBillion)

TABLE 6. Global Social Customer Relationship Management (CRM) market estimates & forecasts by Users 2018-2027 (USDBillion)

TABLE 7. Global Social Customer Relationship Management (CRM) market estimates & forecasts by Verticals 2018-2027 (USDBillion)

TABLE 8. Global Social Customer Relationship Management (CRM) market by segment, estimates & forecasts, 2018-2027 (USDBillion)

TABLE 9. Global Social Customer Relationship Management (CRM) market by region, estimates & forecasts, 2018-2027 (USDBillion)

TABLE 10. Global Social Customer Relationship Management (CRM) market by segment, estimates & forecasts, 2018-2027 (USDBillion)

TABLE 11. Global Social Customer Relationship Management (CRM) market by region, estimates & forecasts, 2018-2027 (USDBillion)

TABLE 12. Global Social Customer Relationship Management (CRM) market by segment, estimates & forecasts, 2018-2027 (USDBillion)

TABLE 13. Global Social Customer Relationship Management (CRM) market by region, estimates & forecasts, 2018-2027 (USDBillion)

TABLE 14. Global Social Customer Relationship Management (CRM) market by segment, estimates & forecasts, 2018-2027 (USDBillion)

TABLE 15. Global Social Customer Relationship Management (CRM) market by region, estimates & forecasts, 2018-2027 (USDBillion)

TABLE 16. Global Social Customer Relationship Management (CRM) market by segment, estimates & forecasts, 2018-2027 (USDBillion)

TABLE 17. Global Social Customer Relationship Management (CRM) market by region, estimates & forecasts, 2018-2027 (USDBillion)

TABLE 18. U.S. Social Customer Relationship Management (CRM) market estimates & forecasts, 2018-2027 (USDBillion)

TABLE 19. U.S. Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 20. U.S. Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 21. Canada Social Customer Relationship Management (CRM) market estimates & forecasts, 2018-2027 (USDBillion)

TABLE 22. Canada Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 23. Canada Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 24. UKSocial Customer Relationship Management (CRM) market estimates & forecasts, 2018-2027 (USDBillion)

TABLE 25. UKSocial Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 26. UKSocial Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 27. Germany Social Customer Relationship Management (CRM) market estimates & forecasts, 2018-2027 (USDBillion)

TABLE 28. Germany Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 29. Germany Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 30. RoESocial Customer Relationship Management (CRM) market estimates & forecasts, 2018-2027 (USDBillion)

TABLE 31. RoESocial Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 32. RoESocial Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 33. China Social Customer Relationship Management (CRM) market estimates & forecasts, 2018-2027 (USDBillion)

TABLE 34. China Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 35. China Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 36. India Social Customer Relationship Management (CRM) market estimates & forecasts, 2018-2027 (USDBillion)

TABLE 37. India Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 38. India Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 39. Japan Social Customer Relationship Management (CRM) market estimates & forecasts, 2018-2027 (USDBillion)

TABLE 40. Japan Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 41. Japan Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 42. RoAPACSocial Customer Relationship Management (CRM) market estimates & forecasts, 2018-2027 (USDBillion)

TABLE 43. RoAPACSocial Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 44. RoAPACSocial Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 45. Brazil Social Customer Relationship Management (CRM) market estimates & forecasts, 2018-2027 (USDBillion)

TABLE 46. Brazil Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 47. Brazil Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 48. Mexico Social Customer Relationship Management (CRM) market estimates & forecasts, 2018-2027 (USDBillion)

TABLE 49. Mexico Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 50. Mexico Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 51. RoLASocial Customer Relationship Management (CRM) market estimates & forecasts, 2018-2027 (USDBillion)

TABLE 52. RoLASocial Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 53. RoLASocial Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 54. Row Social Customer Relationship Management (CRM) market estimates & forecasts, 2018-2027 (USDBillion)

TABLE 55. Row Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 56. Row Social Customer Relationship Management (CRM) market estimates & forecasts by segment 2018-2027 (USDBillion)

TABLE 57. List of secondary sources, used in the study of global Social Customer Relationship Management (CRM) market

TABLE 58. List of primary sources, used in the study of global Social Customer Relationship Management (CRM) market

TABLE 59. Years considered for the study

TABLE 60. Exchange rates considered

 
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