Slide 1: Executive Summary

Macro Economic Indicators

Slide 2: GDP at Factor Cost: Quarterly (2010-11, 2011-12, 2012-13, 2013-14), Inflation Rate: Monthly (July 2013 - Dec 2013)

Slide 3: Gross Fiscal Deficit: Monthly (Feb 2013 - Jul 2013), Exchange Rate: Half Yearly (Aug 2013 - Jan 2014)

Slide 4: Lending Rate: Annual (2008-09 - 2011-12), Trade Balance: Annual (2009-10 - 2012-13), FDI: Annual (2009-10 - 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 (2013e, 2014e, 2015e, 2016e, 2017e, 2018e), Global CRM Market - Leading Continents, Global CRM Market - Leading Sectors

Slide 9: Revenue from CRM Submarket - Global Scenario (2009-16e)

Slide 10: CRM Market India - Overview, Market Size & Growth (2013e, 2014e, 2015e, 2016e, 2017e, 2018e)

Slide 11: Leading CRM Systems in India

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 27-35: Trends

Scope of CRM in Key Sectors

Slide 36: Scope of CRM in Key Sectors

Slide 37-38: Major CRM Users - India

Slide 39-45: Case Studies

Competitive Landscape

Slide 46: Porter's Five Forces Analysis

Slide 47-49: Competitive Benchmarking

Slide 50-53: Major Public Players

Slide 54-108: Major Private Players

Strategic Recommendations

Slide 109-110: Strategic Recommendations

Appendix

Slide 111: Appendix

Slide 112: Sources of Information

Netscribes' latest market research report titled CRM Market in India 2014 highlights the growing importance for CRM in today's business scenario. Given the increased competition among firms these days, the adoption of a CRM strategy is starting to become more and more crucial. Irrespective of their size, businesses today are more inclined to adopt a CRM strategy to manage and create relationships with customers in an effective manner. The need for a CRM solution has now emerged as a crucial factor for success for almost all organizations. India is a developing market and most Indian firms are recognizing the importance of implementing a CRM solution that addresses the market effectively. In terms of processes & functions, CRM can be broadly categorized into four segments - Operational 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. Apart from the fact that it is easy to implement, integrate & use, CRM offers remote access, multi-channel interaction, analytical operation, and campaign management tools in a customized interface as required by the client.
The key factors driving the growth of the CRM market include better relationships with customers that often lead to an increase in sales, global competence and improving cost efficiencies. Given the fact that these drivers are accelerating the growth of the CRM market, there are also certain bottlenecks that might prove to be a hindrance in preventing firms from adopting a CRM solution. The expected growth rate and revenue over the coming 5 years from this market is quite high. Also, the investment in this sector is significantly high as compared to other IT services, thereby clearly indicating that the revenues that will be generated from this market are expected to be huge. The market is dominated by private players with most of them being foreign companies. But, with the market growing more and more, players with new solutions are coming up. With new trends of mobile and social CRM gaining importance and the concept of KYC gaining in significance, the CRM market is expected to boom over the coming decade.