New Report Assesses the Drivers and Inhibitors to CRM Adoption.

DUBLIN, Ireland -- Research and Markets (http://www.researchandmarkets.com/reports/c70278) has announced the addition of Datamonitor's new report: Economic Outlook: Customer Relationships Management (Market Focus) to their offering.

Introduction

As the increasing number of organizations understands the importance of positive customer experiences and strong customer relationships, the market for CRM applications continues to expand. In this brief, we provide an analysis of the main trends affecting the market and advises vendors on how to respond to the changing market conditions.

Scope

Discusses the key trends impacting the current state of the customer relationship management market.

Analyzes which market segments and industries are driving investments in the customer relationship management market.

Discusses changing market conditions and vendor go-to-market strategies. Provides a market forecast of expenditure for the forthcoming five years.

Highlights

Customer relationship management (CRM) applications are a crucial element of enterprise application portfolio. Despite relatively high penetration rate of CRM solutions, the market is not maturing and the outlook for vendors is positive: investment, adoption and product revenues are all set to rise. Enterprises still list strategic issues as the top inhibitors. Issues such as solution complexity, high total cost of ownership and lack of strategic support of CRM installations are causing enterprises to be cautious when considering or deploying CRM solutions. The market is increasingly segmented along the enterprise size axis. In such market deployment and go-to-market strategies are crucial. On-demand solutions have emerged as credible alternative to traditional on-premise solutions. Although this method does address certain adoption inhibitors, CRM on-demand alone can not transform the market.

Reasons to Purchase

Understand the primary market trends behind the customer relationship management application market. Identify market segments which are driving growth in order to position your solutions adequately. Align your go-to-market strategies with the current market opportunities and the long-term trends in the CRM application market.

OUR VIEW
CATALYST
SUMMARY
ANALYSIS
Market definition
Enterprise applications support CRM methodologies
Second wave of CRM?
Market development
CRM penetration and investment are related to the enterprise size
Market trends
Market conditions
Nurturing relationships, not capturing transactions
The public sector: citizens or constituents can be served using CRM
 methodologies
CRM market trends: drivers and inhibitors to CRM adoption
The market is still apprehensive following early CRM implementations
Business process issues can block deployment of CRM
Total cost of ownership can be high and return on investment (ROI)
 unclear
Transaction-focused CRM can not capture the complexity of customer
 relationships
CRM is converging with communication technologies
Basic CRM functionality is improving
Vendors are streamlining user interfaces
Enterprise application suites drive CRM adoption
On-demand CRM
Subscription-based licenses and hosted architecture can address
 certain inhibitors to CRM adoption
Lack of robust functionality and service availability are perceived as
 obstacles to adoption
The on-demand CRM market is increasingly competitive
Market trends favor hybrid on-demand / on-premise solutions
CRM go-to-market strategies
Optimal vertical strategy depends on vendor positioning
On-demand CRM emerges as a cornerstone of SME go-to-market strategy
Market size
The CRM market will continue to expand during the next five years
SMEs will drive CRM adoption but large enterprises will still account
 for the majority of the revenues
The rate of growth within the Telecommunications, Public Sector and
 Healthcare sectors will accelerate
SUMMARY
APPENDIX
Definitions
Methodology
Further reading
Ask the analyst
Our consulting
Disclaimer

List of Tables
Table 1: Which of the following technologies do you currently have or
         use, and which would you have in six months and 24 months
         time?
Table 2: Which of the following technologies do you currently have or
         use, and which would you have in six months and 24 months
         time? - CRM responses only by enterprise size
         (no. of employees)
Table 3: How important are the following criteria when selecting CRM
         solutions? Please rate on scale from 1 to 4 (where 4 =
         extremely important, and 1 = not important at all
Table 4: Ours CRM revenue model ($ millions, product license and
         maintenance revenues)
Table 5: Ours CRM revenue model ($ millions, product license revenues
         only) - by enterprise size

List of Figures
Figure 1: Customer relationship management (CRM) process cycle
Figure 2: CRM application stack and adjacent modules
Figure 3: Despite high penetration rate, many enterprises are planning
          to invest in CRM in the next two years
Figure 4: CRM investment and penetration levels are related to the
          enterprise size
Figure 5: IT decision makers believe vertical specialization is the
          least important factor in solution selection
Figure 6: The CRM market is set for significant growth over the next
          five years
Figure 7: Small and medium enterprises will be of increasing
          importance

For more information visit http://www.researchandmarkets.com/reports/c70278

Source: Datamonitor