P1072007 Etude CRM 2007 V2

Ybenjelloun

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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 : [phone] 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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• Publié par: Unjio
• Nombre de lectures: 108
• Langue: Slovak

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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

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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

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#FR229

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©2007 IDC

#FR229

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