Page 1: Executive Summary

Introduction

Page 2: What is CRM, Advantages of CRM

Page 3: Basic CRM Framework

Page 4-5: Features of an Ideal CRM

Page 6: CRM Modules

Page 7: Types of CRM

Page 8: Social CRM

Page 9: CRM Adoption Process

Market Overview

Page 10: Market Overview - Market size in India, focus area, CRM market growth

Page 11: Scope of CRM - Opportunities of CRM in Various Industry Verticals

Page 12: CRM in SMBs - CRM adoption amongst SMBs, IT spend by SMBs

Page 13: CRM & other IT solution adoption amongst SMBs - Aspects facilitating & working against CRM adoption amongst SMBs

Page 14-16: Cloud Solutions - Key Cloud Based Trends, CRM System Integrators & Independent Software Vendor

Drivers & Challenges

Page 17: Drivers & Challenges - Summary

Page 18-19: Drivers

Page 20: Challenges

CRM Selection Criteria

Page 21-22: CRM Selection Criteria - Deciding factors for CRM adoption

Major CRM Players

Page 23: Profile of Major CRM Players in India - Summary

Page 24-37: Major CRM Players in India

Major CRM Users

Page 38: Major CRM Users in India

Key Trends & Development

Page 39: Key Trends - Trends related to CRM in India

Caste Studies

Page 40-44: Case Studies on CRM Adoption

Strategic Recommendation

Page 45-46: Strategic Recommendations

Organizations today consider customers to be assets. Thus, enhancing customer satisfaction & relationship is their current focus for majority of the companies globally. India is no exception to this. With one of the largest customer bases in the world, Indian firms across verticals such as Automobile, Banking, Financial Services & Insurance (BFSI), Healthcare, Retail etc are focusing more on customers over products. Customer Relationship Management (CRM) enables organizations to achieve excellence in customer relations efficiently & effectively.

The report begins with an ‘Introduction' section providing an overall view regarding CRM, how CRM benefits an organization and a representation of basic CRM framework showing its operation. It highlights some of the essential features of an ideal CRM solution in the ‘Features of an Ideal CRM' sub-section. The primary modules and types of CRM are discussed along with special emphasis on Social CRM. The section closes with CRM adoption process detailing the five basic steps of CRM adoption.

It is followed by the section ‘Market Overview' where current market size of CRM in India, focus area, type of CRM adopted have been mentioned. Opportunities in various industry verticals are detailed in ‘Scope of CRM in Various Sectors' section covering Automobile, Banking, Financial Services & Insurance (BFSI), Healthcare, Information Technology, Retail and Telecom industry. Next ‘CRM adoption amongst Small & Medium Businesses (SMBs)' is discussed with details regarding domestic SMBs, their IT spending along with benefits that can be derived by SMBs embracing CRM solutions. Also the various aspects facilitating and hindering adoption of CRM & other IT solutions amongst the SMBs are mentioned in the same section. The section ends with emphasis on cloud computing with overall market size, types of cloud solutions, major cloud based CRM solution providers in the category of System Integrators (SI) & Independent Software Vendors (ISV).

The report continues with ‘Drivers & Challenges' section elaborating the major furtherance & impediments of CRM adoption in India. Next, the principal decisive factors for CRM adoption are discussed in the ‘CRM Selection Criteria' section

‘Major CRM Players' section profiles the domestic & foreign CRM vendors having strong footprint in the Indian market. It provides information such as corporate information and business highlights covering the CRM offering. Also detailed information regarding their key contacts is provided for each of the vendors.

The report also features the various CRM users in Automobile, Banking, Financial Services & Insurance (BFSI), Healthcare, Information Technology, Retail and Telecom sector.

Next the developments & trends in the domestic market related to CRM usage & adoption are mentioned in the ‘Key Trends & Development' section.

It is followed by a section named ‘Case Studies' where multiple cases of CRM adoption in Indian organizations are elaborated with information related to requirements, solution implemented, benefits achieved and technology details.

The report concludes with a section named ‘Strategic Recommendation' section derived after a comprehensive analysis of the sector.