Vertical CRM: the definitive sales guide

SUMMARY

Growth in the CRM market stagnated after the 1990s. Corporate customers do not spend freely andfailed suite solutions have made prospective customers think twice about the value of suitesolutions 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 theglobal CRM market.

Scope of this report

• This report defines CRM as sales force automation, customer service automation, marketingautomation and customer analytics.
• This report divides the global CRM market by: Region (APAC, CALA, EMEA, NA); vertical market byregion; application by region; company size.
• Research was conducted by leveraging Datamonitors proprietary database and conducting primaryresearch with the worlds leading CRM vendors.

Research and analysis highlights

Datamonitor has identified the five most active vertical markets for CRM applications. Thisreport discusses the key drivers for CRM investment, the most important applications and saleschannels for these verticals.

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

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

Key reasons to read this report

• 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 VARsin this mature, saturated market.

TABLE OF CONTENTS

CHAPTER 1 EXECUTIVE SUMMARY

Introduction

Market context

Competitive Landscape

Action points

CHAPTER 2 INTRODUCTION

What is this report about?

CHAPTER 3 MARKET CONTEXT

Introduction

State of the market

Global market sizing

APAC

CALA

EMEA

North America

Competitive landscape

CHAPTER 4 COMMUNICATIONS

Key drivers for CRM investment in communications

Applications

Channels

CHAPTER 5 FINANCIAL SERVICES

Key drivers for CRM investment in retail banking

Applications

Key drivers for CRM investment in insurance

Applications

Channels

CHAPTER 6 MANUFACTURING

Key drivers for CRM investment in manufacturing

Applications

Channels

CHAPTER 7 PUBLIC SECTOR

Key drivers for CRM investment in the public sector

Applications

Channels

CHAPTER 8 RETAIL, WHOLESALE AND LOGISTICS

Key drivers for CRM investment in retail

Applications

Key drivers for CRM investment in logistics

Applications

Channels

CHAPTER 9 COMPETITIVE LANDSCAPE

Enterprise application vendor strategy changed over the last two years

ISVs and VARs develop customized applications

Impact of Oracle and Peoplesoft merger

Enterprise applications vendors dominate the CRM market

CHAPTER 10 ACTION POINTS

Target the SMB market

Establish and strengthen existing partnerships

Establish a presence in emerging markets

APPENDIX

Definitions

Supplementary data

Research methodology

Future readings

SPP writing team

How to contact experts in your industry

List of Tables

• Table 1: Regional CRM license revenues ($m), 2003 - 2008
• Table 2: Global vertical market CRM license revenues ($m), 2003 - 2008
• Table 3: Global CRM license revenues by application ($m), 2003 - 2008
• Table 4: Regional CRM license revenues ($m), 2003 - 2008
• Table 5: APAC vertical market CRM license revenues ($m), 2003 - 2008
• Table 6: APAC CRM license revenues by application ($m), 2003 - 2008
• Table 7: CALA vertical market CRM license revenues ($m), 2003 - 2008
• Table 8: CALA CRM license revenues by application ($m), 2003 - 2008
• Table 9: EMEA vertical market CRM license revenues ($m), 2003 - 2008
• Table 10: EMEA CRM license revenues by application ($m), 2003 - 2008
• Table 11: North American vertical market CRM license revenues ($m), 2003 - 2008
• Table 12: North American CRM license revenues by application ($m), 2003 - 2008
• Table 13: Global CRM license revenues by sizeband ($m), 2003 - 2008
• Table 14: Country specifc CRM license revenue ($m), 2003 - 2008

List of Figures

• Figure 1: Regional CRM license revenues ($m), 2003 - 2008
• Figure 2: Global vertical market CRM license revenues ($m), 2003
• Figure 3: Global CRM license revenues by application ($m), 2003 - 2008
• Figure 4: Regional CRM license revenues ($m), 2003 - 2008
• Figure 5: APAC vertical market CRM license revenues ($m), 2003
• Figure 6: APAC CRM license revenues by application ($m), 2003 - 2008
• Figure 7: CALA vertical market CRM license revenues ($m), 2003
• Figure 8: CALA CRM license revenues by application ($m), 2003 - 2008
• Figure 9: EMEA vertical market CRM license revenues, 2003
• Figure 10: EMEA CRM license revenues by application ($m), 2003 - 2008
• Figure 11: North American vertical market CRM license revenues ($m), 2003
• Figure 12: North American CRM license revenues by application ($m), 2003 - 2008
• Figure 13: Global CRM license revenues by sizeband ($m), 2003 & 2008