|
The 3 Faces
of CRM: Analysis of the Worldwide Customer Relationship Management
Market, Part 1: Operational CRM
Service:
eBusiness User Interface
Report
Number: EC01-05ST
Publication Date: July 2001
Number of Pages: 37
Report Price: $2,995 USD
This report is the first
in a three part series that examines the state of the worldwide
CRM software applications market in general, and more specifically,
examines the operational CRM market both worldwide and domestically.
It contains worldwide forecasts by individual geographic region,
opportunity in license versus hosted applications, as well as by
U.S. size of business.
In-Stat defines
CRM by the three “faces” companies present to manage customer
relationships: operational CRM, analytical CRM and interactive CRM.
Operational CRM solutions automate processes associated with customer
interactions, offer multiple contact points for customer communication,
and bring efficiencies to customer interactions. Analytical CRM
consists of applications that enable businesses to analyze relevant
data in order to achieve a more meaningful and profitable interaction
with customers. Interactive CRM solutions deliver customized content
to individual customers, creating a unique experience for each customer.
Table
of Contents
- Executive Summary
- Methodology
- Definition of Categories
- Forecasts
- Data Collection
- CRM Worldwide Applications: Segmented
- Worldwide CRM Applications Forecast: 2001-2005
- CRM Applications Forecast
- Operational CRM Examined
- Geographic Segmentation - Operational CRM
- North America
- Latin America
- Europe
- Asia Pacific
- Rest of the World
- License vs. Hosted Revenues
- Factors Affecting Hosting Revenues
- Examining the U.S. Market by Size of Business
- Market Forecasts Segmented
- Shifting Dynamics in the CRM Market
- Operational CRM Examined
- Technologies Associated with Operational CRM
- Operational CRM Solution Providers
- Profiles Included
- Abalon
- Avaya/Quintus
- Siebel Systems
- Nortel Networks
- SAP
- Selligent
- Kana
- Oracle
- Pivotal
- Conclusion
List of Tables
- Table 1: Worldwide CRM Applications Revenue Forecast: 2001-2005
8
- Table 2: Worldwide Operational CRM Revenue Forecast by Geography:
2001-2005 10
- Table 3: Worldwide License vs. Hosted Operational CRM Revenue
Forecast: 2001-2005 17
- Table 4: US Operational CRM Revenue Forecast by Size of Business:
2001-2005 19
List of Figures
- Figure 1: Worldwide CRM Applications Revenue Forecast: 2001-2005
- Figure 2: Worldwide CRM Applications: Segmented, 2001
- Figure 3: Major Drivers for CRM Adoption
- Figure 4: Worldwide CRM Applications Forecast: 2001-2005
- Figure 5: Worldwide Operational CRM Revenue Forecast, 2001-2005
- Figure 6: Operational CRM in North America
- Figure 7: Operational CRM in Latin America
- Figure 8: Operational CRM in Europe
- Figure 9: Operational CRM in Asia Pacific
- Figure 10: Operational CRM in the "Rest of the World"
- Figure 11: License vs. Hosted Revenues Forecast, 2001-2005
- Figure 12: U.S. Operational CRM Application Revenues: Size of
Business, 2001-2005
- Figure 13: The 3 Faces of CRM Today
- Figure 14: Operational CRM
|
