Table of Contents

Vertical CRM: the definitive sales guide - CRM license revenues rebounded from declines in 2002 and will continue to grow slowly through 2008. Market saturation, price depression and slow growth in North America will force CRM vendors to focus on the SMB market.

Product Code: dmtc1090

Publication Date: 27-Dec-2004

---

Overview

Introduction

Growth in the CRM market stagnated after the 1990s. Corporate customers do not spend freely and failed suite solutions have made prospective customers think twice about the value of suite solutions and CRM. Against this backdrop vendors need to sell licenses and reap maintenance fees. Where are these opportunities? This report identifies the most attractive opportunities in the global CRM market.

Scope

· This report defines CRM as sales force automation, customer service automation, marketing automation and customer analytics.

· This report divides the global CRM market by: Region (APAC, CALA, EMEA, NA); vertical market by region; application by region; company size.

· Research was conducted by leveraging Datamonitor's proprietary database and conducting primary research with the world's leading CRM vendors.

Report Highlights

Datamonitor has identified the five most active vertical markets for CRM applications. This report discusses the key drivers for CRM investment, the most important applications and sales channels for these verticals.

As the middle market drives growth through 2008, enterprise applications vendors will look to attack the middle market and penetrate SMBs. All large vendors currently have an SMB strategy and those strategies will reshape the market.

Nearly half of all CRM license revenues are customer analytics. The type of analytics varies by region as more mature markets look to gain a 360 degree view of the customer and emerging markets look to understand customer profiles.

Reasons to Purchase

· Use the action points to gain market intelligence and validate your go to market strategy.

· Use the data points and competitive landscape section to allocate budget most effectively.

· Understand the importance of partnering with ISVs, enterprise applications vendors, SIs and VARs in this mature, saturated market.

---

CHAPTER 1 EXECUTIVE SUMMARY	3
Introduction	3
Market context	4
Competitive Landscape	10
Action points	10
CHAPTER 2 INTRODUCTION	16
What is this report about?	17
CHAPTER 3 MARKET CONTEXT	18
Introduction	18
State of the market	18
Global market sizing	19
APAC	21
CALA	25
EMEA	29
North America	32
Competitive landscape	35
CHAPTER 4 COMMUNICATIONS	38
Key drivers for CRM investment in communications	38
Applications	38
Channels	39
CHAPTER 5 FINANCIAL SERVICES	40
Key drivers for CRM investment in retail banking	40
Applications	40
Key drivers for CRM investment in insurance	41
Applications	42
Channels	43
CHAPTER 6 MANUFACTURING	45
Key drivers for CRM investment in manufacturing	45
Applications	46
Channels	46
CHAPTER 7 PUBLIC SECTOR	48
Key drivers for CRM investment in the public sector	48
Applications	48
Channels	49
CHAPTER 8 RETAIL, WHOLESALE AND LOGISTICS	51
Key drivers for CRM investment in retail	51
Applications	51
Key drivers for CRM investment in logistics	52
Applications	52
Channels	53
CHAPTER 9 COMPETITIVE LANDSCAPE	54
Enterprise application vendor strategy changed over the last two years	54
ISVs and VARs develop customized applications	55
Impact of Oracle and Peoplesoft merger	55
Enterprise applications vendors dominate the CRM market	57
CHAPTER 10 ACTION POINTS	58
Target the SMB market	58
Establish and strengthen existing partnerships	59
Establish a presence in emerging markets	59
APPENDIX	62
Definitions	62
Supplementary data	64
Research methodology	65
Future readings	65
SPP writing team	66
How to contact experts in your industry	67
List of Tables
Table 1: Regional CRM license revenues ($m), 2003 - 2008	5
Table 2: Global vertical market CRM license revenues ($m), 2003 - 2008	8
Table 3: Global CRM license revenues by application ($m), 2003 - 2008	9
Table 4: Regional CRM license revenues ($m), 2003 - 2008	20
Table 5: APAC vertical market CRM license revenues ($m), 2003 - 2008	23
Table 6: APAC CRM license revenues by application ($m), 2003 - 2008	24
Table 7: CALA vertical market CRM license revenues ($m), 2003 - 2008	27
Table 8: CALA CRM license revenues by application ($m), 2003 - 2008	28
Table 9: EMEA vertical market CRM license revenues ($m), 2003 - 2008	30
Table 10: EMEA CRM license revenues by application ($m), 2003 - 2008	31
Table 11: North American vertical market CRM license revenues ($m), 2003 - 2008	33
Table 12: North American CRM license revenues by application ($m), 2003 - 2008	34
Table 13: Global CRM license revenues by sizeband ($m), 2003 - 2008	36
Table 14: Country specifc CRM license revenue ($m), 2003 - 2008	64
List of Figures
Figure 1: Regional CRM license revenues ($m), 2003 - 2008	5
Figure 2: Global vertical market CRM license revenues ($m), 2003	7
Figure 3: Global CRM license revenues by application ($m), 2003 - 2008	9
Figure 4: Regional CRM license revenues ($m), 2003 - 2008	20
Figure 5: APAC vertical market CRM license revenues ($m), 2003	22
Figure 6: APAC CRM license revenues by application ($m), 2003 - 2008	24
Figure 7: CALA vertical market CRM license revenues ($m), 2003	26
Figure 8: CALA CRM license revenues by application ($m), 2003 - 2008	28
Figure 9: EMEA vertical market CRM license revenues, 2003	29
Figure 10: EMEA CRM license revenues by application ($m), 2003 - 2008	31
Figure 11: North American vertical market CRM license revenues ($m), 2003	32
Figure 12: North American CRM license revenues by application ($m), 2003 - 2008	34
Figure 13: Global CRM license revenues by sizeband ($m), 2003 & 2008	35

---