Slide 1: Executive Summary

Macro Economic Indicators

Slide 2: GDP at Factor Cost: Quarterly (2009-10, 2010-11, 2011-12, 2012-13), Inflation Rate: Monthly (Oct - Nov 2012 - Feb - Mar 2013)

Slide 3: Gross Fiscal Deficit: Monthly (Sep 2011 - Feb 2012), Exchange Rate: Monthly (Nov 2012- Apr 2013)

Slide 4: Lending Rate: Annual (2008-09, 2009-10, 2010-11, 2011-12), Trade Balance: Annual (2009-10, 2010-11, 2011-12, 2012-13), FDI Annual (2009-10, 2010-11, 2011-12, 2012-13)

Introduction

Slide 5: Introduction

Slide 6: Basic CRM Framework

Slide 7: CRM Adoption Process

Market Overview

Slide 8: CRM Market Global - Overview, Market Size & Growth (2012, 2013e, 2014e, 2015e, 2016e, 2017e), Global CRM Market - Leading Continents, Global CRM Market - Leading Sectors

Slide 9: Major Global CRM Vendors - Market Share (2011 and 2012)

Slide 10: CRM Market India - Overview, Market Size & Growth (2012, 2013e, 2014e, 2015e, 2016e, 2017e)

Slide 11: Top 10 CRM Systems

Types, Modules & Features

Slide 12: Types of CRM

Slide 13: CRM System Integrators and CRM Independent Software Vendors

Slide 14: CRM Modules

Slide 15-16: Features of an Ideal CRM

CRM Use in SMBs

Slide 17-19: CRM Adoption - SMBs

CRM Selection Criteria

Slide 20-21: CRM Selection Criteria

Drivers & Challenges

Slide 22: Drivers & Challenges - Summary

Slide 23-24: Drivers

Slide 25: Challenges

Key Trends

Slide 26: Summary

Slide 27-32: Trends

Scope of CRM in Key Sectors

Slide 33: Scope of CRM in Key Sectors

Slide 34-35: Major CRM Users - India

Slide 36-42: Case Studies

Competitive Landscape

Slide 43: Porter's Five Forces Analysis

Slide 44-46: Competitive Benchmarking

Slide 47-50: Major Public Players

Slide 51: Major Private Companies - Summary

Slide 52-109: Major Private Players

Strategic Recommendations

Slide 110-111: Strategic Recommendations

Appendix

Slide 112: Appendix

Slide 113: Sources of Information

The new report, 'CRM Market in India', states that over the years CRM has evolved from point solution to 360 degree enterprise-wide initiative in India. As of now, CRM implementation in India is mainly focused on marketing & campaign management. CRM market is witnessing a steady growth with an increasing trend of expenditure on CRM across the world. In India, on-premise solutions have higher traction than cloud solutions unlike developed nations such as United States and United Kingdom.
In terms of process & function CRM can be broadly categorized in four segments - Operation CRM, Analytical CRM, Sales Intelligence CRM and Collaborative CRM. CRM modules cater to three essential areas of customer relationship leading to customer retention and acquisition. CRM is easy to implement, integrate & use and it offers remote access, multi-channel interaction, analytical operation, campaign management tools in a customized interface as required by the client.

Large presence of SMBs in India has proven to be highly beneficial for CRM vendors. CRM adoption by SMBs is facilitated by both private players and government activities while the barriers to adoption are mostly internal.

CRM adoption is driven by enhancement of customer care operations and achievement of global standards. Further cost reduction capability of CRM and availability of technologically sound personnel are also catalyzing CRM adoption. However, high cost associated with CRM solutions and low awareness regarding its advantages hinders its implementation.

Transparency is at the forefront of the changing CRM landscape. India is becoming a promising market for mobile CRM owing to skyrocketing adoption trend in mobile devices. Social CRM offers open-ended interaction amongst employees & numerous consumers in the social networks. Cloud Computing is catching up with the on-premise ICT solutions, especially Software-as-a-Service (SaaS). Despite a rise in implementation of CRM in the Indian industries there exists further scope for growth.