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P1072007 Etude CRM 2007 V2

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E T U D E M U L T I C L I E N T F r e n c h C R M M a r k e t F o r e c a s t a n d A n a l y s i s 2 0 0 7 - 2 0 1 1 Anne-Marie Abisségué Yasmina Benjelloun Filing Information: Juillet 2007, IDC #FR 229 Market Analysis IDC France : 124, Bureaux de la Colline, 92213 Saint-Cloud Cedex, France. Téléphone : 33.1.55.39.61.00 Fax : 33.1.55.39.61.01 S O M M A I R E P In This Study 1 Methodology ............................................................................................................................................. 1 Forecast Information Sources............................................................................................................ 1 The Forecasting Process............................................................................................................ 1 Company-Level Data Collection ................................................................................................. 1 Important Notes.......................................................................................................................... 1 Exchanges Rates ....................................................................................................................... 2 Market Definitions ................................................................... ...
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E T U D EM U L T I C L I E N T
F r e n c hC R MM a r k e t F o r e c a s ta n dA n a l y s i s2 0 0 7  2 0 1 1  AnneMarieAbisségué  YasminaBenjelloun
Filing Information: Juillet 2007, IDC #FR 229 Market Analysis
S O M M A I R E
 P In This Study1 Methodology ............................................................................................................................................. 1 Forecast Information Sources............................................................................................................ 1 The Forecasting Process............................................................................................................1 CompanyLevel Data Collection................................................................................................. 1 Important Notes.......................................................................................................................... 1 Exchanges Rates .......................................................................................................................2 Market Definitions..................................................................................................................................... 2 Customer Relationship Management Applications ............................................................................2 Customer Relationship Management IT Services..............................................................................3 Packaged Software Revenue ............................................................................................................ 5 Vertical Markets.................................................................................................................................6 Company sizes.................................................................................................................................. 7 Situation Overview8 The CRM Market in 2006..........................................................................................................................8 The CRM Applications Market in 2006 ..............................................................................................10 CRM Applications by Solution Area............................................................................................ 10 CRM Applications by Deployment Model ................................................................................... 11 Vertical Situation Overview.........................................................................................................12 Company size Situation Overview.............................................................................................. 14 The CRM IT Services Market in 2006................................................................................................16 CRM Services Market – Activity View......................................................................................... 16 CRM Services Market  Vertical view ......................................................................................... 18 CRM Services Market – Company size view.............................................................................. 20 Competitive Analysisand 2006Market Shares21 Situation overview..................................................................................................................................... 21 Leading Vendors by CRMfunctional Segment........................................................................... 23 Sales Applications ......................................................................................................................23 Marketing Applications ...............................................................................................................24 Customer Service Applications...................................................................................................25 Leading Vendors by CRMverticals Segment............................................................................. 26 Leading Vendors  Manufacturing...............................................................................................26 Leading Vendors – Financial Services .......................................................................................27 Leading Vendors – Public Sector & Healthcare..........................................................................28 Leading Vendors – Business Services & Transport....................................................................29 Leading Vendors – Retail/Wholesale..........................................................................................30 Leading Vendors – Communications and utilities....................................................................... 31 Leading CRMVendors bycompany size.......................................................................................32 Leading Vendors – Large Business............................................................................................32 Leading Vendors – Mid Market...................................................................................................33 Leading Vendors – Small Business............................................................................................ 34 Future Outlook35 Outlook for 2007 and beyond....................................................................................................................35 CRM for Large Enterprises................................................................................................................ 35 CRM OnDemand.............................................................................................................................. 36 The CRM OnDemand Leader: salesforce.com and Siebel...............................................................36 The CRM OnDemand New Entrants: SAP and Microsoft.................................................................36 What's Nextfor CRM OnDemand?..................................................................................................37
©2007 IDC
#FR229
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CRM for SMBs................................................................................................................................... 37 Microsoft Office Integration................................................................................................................38 Forecast and Assumptions................................................................................................................... 39 Key Growth Drivers ...........................................................................................................................39 Forecast by Functional Segment................................................................................................ 44 Forecast by Company Size ........................................................................................................ 45 Forecast by verticals................................................................................................................... 46 Forecast by Deployment Model.................................................................................................. 47 CRM Services Market Forecast......................................................................................................... 48 CRM Services Forecast by Activity............................................................................................. 48 CRM Services Forecast by Company Size................................................................................. 48 CRM Services Forecast by Verticals .......................................................................................... 49 Essential Guidance50 End user survey51 In this Survey............................................................................................................................................ 51 Methodology ............................................................................................................................................. 51 Conceptual Framework......................................................................................................................51 Sample design...................................................................................................................................51 Sampling Unit: IDC's Economic Entity........................................................................................ 51 Sample Quotas...........................................................................................................................52 Adoption by Vertical Market...................................................................................................................... 53 Investment Priorities by Vertical Market....................................................................................................54 2007 Investment Plans .............................................................................................................................55
©2007 IDC
#FR229
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Copyright Notice This IDC research document was published as part of an IDC continuous intelligence service, providing written research, analyst interactions, telebriefings, and conferences. Visit www.idc.com to learn more about IDC subscription and consulting services. To view a list of IDC offices worldwide, visit www.idc.com/offices. Please contact the IDC Hotline at 800.343.4952, ext. 7988 (or +1.508.988.7988) or sales@idc.com for information on applying the price of this document toward the purchase of an IDC service or for information on additional copies or Web rights.
Copyright 2005 IDC. Reproduction is forbidden unless authorized. All rights reserved
©2007 IDC
#FR229
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