Customer Relationship Management & Social CRM Market (2013 - 2018) - brochure

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) AND
SOCIAL CRM MARKET
Global Advancements, Market Forecasts
And Analysis (2013 - 2018)
(Social Monitoring, Social Listening, Social Mapping,
Social Middleware, Social Management, Social Measurements) -
TC 1444 | 2013
MarketsandMarkets
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Dallas, TX 75252, U.S.
Tel. No.: 1-888-600-6441
Email: sales@marketsandmarkets.com
Website: www.marketsandmarkets.com
R e p o r t D e s c r i p t i o n
T a b l e o f C o n t e n t s
L i s t o f T a b l e s
R e l a t e d R e p o r t s
A b o u t M a r k e t s a n d M a r k e t s
S a m p l e T a b l e s

Report Description
www.marketsandmarkets.com
sales@marketsandmarkets.com
2
CRM has become a vital part for various functions across global the recognition of sharing ideas on a real time basis.
enterprises. Advancements in Social CRM have made it faster, Enterprises are coming up with solutions for Social Monitoring,
reachable and have also brought in vital information on Social Listening, Social Middleware, Social Management and
business analytics. Enterprises are adopting social CRM as an Social Measurement for providing the best in class customer
additional channel in the overall CRM software solutions. Social experience to the customers. Today, CRM is not limited only for
CRM refers to a social layer on top of tradition CRM software increasing sales and improving marketing activities, but to bring
solutions; these solutions provide enterprises with several in more customer engagement with the enterprises.
advantages including increased transparency, better
Some of the major vendors are SAP, Oracle, Salesforce.com,
communication of business ideas and information, flexibility
Amdocs and IBM. Companies such as Lithium and Jive Inc. are
and performance. Social CRM helps companies to establish
moving towards Social CRM market and many others have
customer engagements and increase their brand presence
ventured into it as well. MarketsandMarkets believes that the
among customers. Social CRM focuses on capturing the
need for increasing enterprise CRM needs, along with social
customer’s need and creating value for them in a transparent
media boom is playing a pivotal role in shaping the future of
business environment.
emerging social CRM software. Social CRM solutions are
Major forces driving this market are the rising focus on bringing enterprises closer to their customers by utilizing the
customer engagement, emerging SMEs, social platforms and prevailing social platforms.
• To analyze the market structure by identifying various • To analyze opportunities in the CRM and Social CRM
sub-segments in the CRM and Social CRM market market by identifying high growth segments in this
market
• To identify major trends and factors driving or inhibiting
the growth of the CRM and Social CRM market • To strategically profile key players in this market and
comprehensively analyze their products and core
• To forecast the market size of CRM and Social CRM
competencies in the market
market across various sub-segments, regions and
verticals • To track and analyze competitive developments such as
mergers and acquisitions, joint ventures and
• To strategically analyze each submarket with respect to
collaborations, venture capital funding and the overall
individual growth trends and contribution to the overall
competitive ecosystem in the global CRM and Social
CRM and Social CRM market
CRM market
Report Description
Key Take-aways
Research Overview
Purpose and Scope
• The study focuses on market forecast and future trends • The report comprises of leading industry players, their
of the overall CRM and Social CRM market analysis key innovations and strategies towards the
market
• The study focuses on their sub segments based on
deployment types, software solution, applications, • The report also includes a forecast of the CRM and
industry verticals and regions Social CRM market for the next five years
Customer Relationship Management (CRM) & Social CRM Market
Global Advancements, Market Forecasts & Analysis (2013 – 2018)
TC 1444 | 2013

Report Description
3
Research Methodology
This research study is a result of thorough secondary and methods and proprietary market estimation models.
primary research, followed by various data triangulation
We have used various secondary research sources such as The primary research for this report comprised research
directories, articles, blogs, whitepapers and paid databases interviews conducted with senior executives and/or managers
such as OneSource, Hoovers and Factiva to identify and collect of various CRM and Social CRM providers. The survey and
information for extensive technical and commercial study of the interviews were not just confined to Tier 1 players, but also
CRM and Social CRM market. Key vendors in the CRM and included startups and prominent regional players to understand
Social CRM market ecosystem were identified and studied regional focus and adoption trends, apart from a generic global
individually, to understand the business models, pricing models analysis. Respondents were led through a questionnaire to
and their respective customer bases. This data was collated gather quantitative and qualitative inputs on their operations,
and further scrutinized based on individual revenues, performance, strategies, revenues and views on the overall
contributions from various regions and verticals. Each market, including key developments and adoption trends.
company was further studied to understand their respective Collated analysis and insights were shared, discussed and
product offerings and features. validated by market players to ensure accuracy and
authenticity.
Data from interviews was further consolidated, checked for • Top-Down: Upon estimation and validation of the main
consistency and accuracy, and then collated into the market size, further segmentation was done based on
MarketsandMarkets data model to arrive at the market consolidated inputs from key players, with respect to
numbers following a bottom-up and top-down approach. regional adoption trends, pervasiveness across different
verticals, type of end users and corresponding pricing
• Bottom-Up: Individual company revenues and insights
models.
from discussions were considered for sizing the market.
This was further triangulated based on type of
companies, their individual offerings, revenue
percentage specific to the CRM and Social CRM market.
This research report categorizes the CRM and Social CRM for On the basis of Solutions:
forecasting the revenues and analyzing the trends in each of
• Social Monitoring
the following sub-markets:
• Social Mapping
On the basis of Deployment Type:
• Social Middleware
• On Demand (SaaS and PaaS)
• Social Management
• On Premise
• Social Measurement
• Hybrid
Secondary and Primary Research
Data Triangulation and Forecasting
Market Overview
Markets Covered
TC 1444 | 2013

Report Description
4
On the basis ofApplications: • Consumer Goods and Retail
• Marketing • Energy, Power and Utilities
• Sales • Healthcare
• Customer support and service • Oil and Gas
• Others (Innovation, Collaboration, Customer • Telecom and IT
Experience)
On the basis of Region:
On the basis of Users:
• NorthAmerica (NA)
• Small and Medium Businesses (SMB)
• Europe (EU)
• Enterprises
• Middle-EastAfrica (MEA)
• Asia-Pacific and Japan (APAC)
On the basis of Verticals:
• LatinAmerica (LA)
• Academia and Government
• Automotive,Transportation and Logistics
• BFSI
CRM and Social CRM market can be segmented on the basis of application available nowadays. However, there are other
type of applications available in the market across different applications as well that are emerging, as new technologies are
functions in any company. The figure given below lists the major being developed.
Segment Definitions
Segment Definitions
• Social Marketing
Insights
• Rapid Social
Marketing Insights
• Social Campaign
Tracking
• Event Management
• Social Sales Insights
• Rapid Social Sales
Insights
• Proactive Social Lead
Generation
• Social Support
Insights
• Rapid Social
Response
• Peer to Peer Support
CRM Solutions
for Marketing
CRM Solutions
for Sales
CRM Solutions for
Service & Support
CRM AND SOCIAL CRM
MARKET
• Innovations
• Enterprise
Collaboration
• Customer Experience
CRM Solutions for
Other Functions
TC 1444 | 2013

Report Description
5
Key Data Points Taken from Primary Sources
Industry Trends
Social media integration across CRM software
Emerging SMBs
Hosted CRM software gaining increased adoption
Customer service and support (CSS) is a part of a company's leverages and amplifies customer interaction through effective
CRM department which deals with customers for their and efficient marketing. It includes marketing strategies such as
responses in real time basis such as the contact centre, the help direct marketing, web marketing, e-mail marketing etc. They
desk, and the call management system. Enterprises are also helps in increasing response rates in marketing campaigns
employing customer service and support for increasing along with cost cutting on promotions and provide higher
customer satisfaction along with minimizing the costs involved. security on organizational investments.
In the era of intense competition, it is required for a sales team Apart from major functions, there are some emerging areas
to utilize best CRM tools to cope up with the pace. CRM where CRM and social CRM software are being utilized such as
automates processes for sales team, so that they could innovations, enterprise collaboration, extended collaboration,
become collaborative and connected, quick and mobile, and and customer experiences. These functions will emerge out to
highly productive. become major part of the overall CRM market along with the
emergence of the social CRM channel.
CRM has magnified the scope of marketing for enterprises by
significantly improving marketing functions and execution. It
As social media is gaining traction, enterprises are focussing on collaborated across various social platforms such as
integrating social media with CRM software. Such integration Facebook, LinkedIn, Twitter, YouTube and others. This helps
helps enterprises to reach out to prospective customers directly enterprises establish their brand presence and increase loyalty
and encourages customer engagement. CRM software is being amongst customers.
SMEs across regions are emerging at a very rapid rate, mostly in marketing, sales, and support applications across SMEs.The
in developing economies such as APAC and MEA. There is a Asia-Pacific region is all set to become the largest SME region
global trend that larger companies are downsizing and globally in the coming years. Due to CRM adoption across
outsourcing functions to SMEs for providing cost effective and SMBs, the industry is poised to grow at a healthy rate.
efficient solutions.At the same time, there has been an increase
As cloud adoption proliferates, CRM software solutions are also telecom and retail. The future is going to be optimistic for other
being hosted across various verticals, while the recent surge verticals as well. The increase in market share of SaaS CRM is
was along verticals such as financial services, insurance, directly credited to the increase in its value proposition.
TC 1444 | 2013

Table of Contents
1. Introduction ................................................................................................................................22
1.1 Research Overview.........................................................................................................................................22
1.1.1 Purpose and scope....................................................................................................................................22
1.1.2 Report description......................................................................................................................................22
1.1.3 Key take-aways .........................................................................................................................................23
1.2 Research Methodology...................................................................................................................................24
1.2.1 Secondary and primary research...............................................................................................................24
1.2.2 Data triangulation and forecasting.............................................................................................................24
1.2.3 Forecast assumptions................................................................................................................................25
1.3 Market Overview..............................................................................................................................................26
1.3.1 Markets covered ........................................................................................................................................26
1.3.2 Segment definitions ...................................................................................................................................28
1.3.3 Industry trends...........................................................................................................................................29
1.3.3.1 Social media integration across CRM software..................................................................................29
1.3.3.2 Emerging SMBs..................................................................................................................................29
1.3.3.3 Hosted CRM software gaining increased adoption ............................................................................30
Chapter Headings.................................................................................................................Page No
3. Market Ecosystem and Dynamics...................................................................................................34
3.1 Market Ecosystem...........................................................................................................................................35
3.1.1 Mapping trends ..........................................................................................................................................36
3.1.2 Market players and roles ...........................................................................................................................36
3.2 Market Dynamics.............................................................................................................................................38
3.2.1 Drivers .....................................................................................................................................................38
3.2.1.1 Focus on customer engagement ........................................................................................................38
3.2.1.2 Emerging SMEs..................................................................................................................................38
3.2.1.3 Simplicity of CRM products and services ...........................................................................................39
3.2.2 Restraints and challenges .........................................................................................................................39
3.2.2.1 Security and privacy ...........................................................................................................................39
2. Executive Summary ..........................................................................................................................31
2.1 Abstract............................................................................................................................................................31
2.2 Overall Market Size – CRM .............................................................................................................................32
2.3 Overall Market Size – Social CRM..................................................................................................................33
6
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3.2.2.2 Enterprise readiness...........................................................................................................................39
3.2.3 Opportunities .............................................................................................................................................40
3.2.3.1 Solutions for business specific problems............................................................................................40
3.2.3.2 Bring Your Own Device (BYOD) Ecosystem.......................................................................................40
3.2.4 Time impact analysis of dynamics .............................................................................................................40
4. CRM: Market Size and Forecast by Application.............................................................................55
4.1 Overview and Introduction.............................................................................................................................43
4.2 Customer Service And Support.....................................................................................................................45
4.2.1 Overview....................................................................................................................................................45
4.2.2 Market size and forecast by region............................................................................................................45
4.2.3 Market size and forecast by vertical ..........................................................................................................47
4.2.4 Market size and forecast by deployment ...................................................................................................50
4.3 Marketing .....................................................................................................................................................52
4.3.1 Overview....................................................................................................................................................52
4.4 Sales .....................................................................................................................................................60
4.4.1 Overview....................................................................................................................................................60
4.5 Other Applications (Innovations, Collaboration, Customer Experience) ..................................................67
4.5.1 Overview....................................................................................................................................................67
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6. Social CRM: Market Size and Forecast by Solutions ..................................................................112
6.1 Overview And Introduction...........................................................................................................................113
6.2 Social Monitoring And Social Listening......................................................................................................116
6.2.1 Overview ...............................................................................................................................................116
6.2.2 Market size and forecast by region ..........................................................................................................116
6.3 Social Mapping ..............................................................................................................................................119
6.3.1 Overview ...............................................................................................................................................119
6.3.2 Market size and forecast by region ..........................................................................................................119
6.4 Social Middleware .........................................................................................................................................121
6.4.1 Overview ...............................................................................................................................................121
6.4.2 Market size and forecast by region..........................................................................................................121
6.5 Social Management.......................................................................................................................................124
6.5.1 Overview ...............................................................................................................................................124
5. CRM and Social CRM: Market Size and Forecast by Deployment Types....................................77
5.1 Overview And Introduction ............................................................................................................................78
5.2 Hosted .....................................................................................................................................................81
5.2.1 Overview....................................................................................................................................................81
5.2.2 Market size and forecast by region– CRM.................................................................................................81
5.2.3 Market size and forecast by vertical – CRM ..............................................................................................84
5.2.4 Market size and forecast by region – Social CRM.....................................................................................87
5.2.5 Market size and forecast by vertical– Social CRM ....................................................................................89
5.3 On-premise .....................................................................................................................................................91
5.3.1 Overview....................................................................................................................................................91
5.3.2 Market size and forecast by region – CRM................................................................................................92
5.3.3 Market Size and forecast by vertical – CRM..............................................................................................94
5.3.4 Market size and forecast by region – Social CRM.....................................................................................97
5.3.5 Market size and forecast by vertical – Social CRM ...................................................................................99
5.4 Hybrid ...................................................................................................................................................101
5.4.1 Overview..................................................................................................................................................101
5.4.2 Market size and forecast by region – CRM..............................................................................................102
5.4.3 Market size and forecast by vertical – CRM ............................................................................................104
5.4.4 Market size and forecast by region – Social CRM...................................................................................107
5.4.5 Market size and forecast by vertical – Social CRM .................................................................................109
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6.6 Social Measurement .....................................................................................................................................126
6.6.1 Overview ...............................................................................................................................................126
7. Social CRM: Market Size and Forecast by End-users.................................................................129
7.1 Market Analysis by Verticals........................................................................................................................130
7.1.1 Overview and introduction .......................................................................................................................130
7.1.2 Academia and government......................................................................................................................133
7.1.2.1 Overview...........................................................................................................................................133
7.1.2.2 Market size and forecast by deployment ..........................................................................................133
7.1.3 Automotive, transportation and logistics ..................................................................................................136
7.1.3.1 Overview...........................................................................................................................................136
7.1.4 Banking, Financial Services and Insurance (BFSI) .................................................................................138
7.1.4.1 Overview...........................................................................................................................................138
7.1.5 Consumer goods and retail......................................................................................................................140
7.1.5.1 Overview...........................................................................................................................................140
7.1.6 Energy, power and utilities.......................................................................................................................142
7.1.6.1 Overview...........................................................................................................................................142
7.1.7 Healthcare ...............................................................................................................................................144
7.1.7.1 Overview...........................................................................................................................................144
7.1.8 Oil and gas...............................................................................................................................................146
7.1.8.1 Overview...........................................................................................................................................146
7.1.9 Telecom and IT ........................................................................................................................................148
7.1.9.1 Overview...........................................................................................................................................148
7.2 Market Analysis by Company Size ..............................................................................................................150
7.2.1 Overview and introduction .......................................................................................................................150
7.2.2 Small and Medium Businesses (SMB) ....................................................................................................153
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8. Social CRM: Market Size and Forecast by Regions ....................................................................158
8.1 Overview and Introduction...........................................................................................................................159
8.1.1 Parfait charts............................................................................................................................................159
8.2 North America................................................................................................................................................163
8.2.1 Overview..................................................................................................................................................163
8.2.2 Market size and forecast by solutions......................................................................................................163
8.3 Europe ...................................................................................................................................................165
8.3.1 Overview..................................................................................................................................................165
8.4 Asia-Pacific and Japan (APAC)....................................................................................................................168
8.4.1 Overview..................................................................................................................................................168
8.5 Middle East and Africa (MEA) ......................................................................................................................170
8.5.1 Overview..................................................................................................................................................170
8.6 Latin America (LA) ........................................................................................................................................173
8.6.1 Overview..................................................................................................................................................173
7.2.2.1 Overview...........................................................................................................................................153
7.2.2.2 Market size and forecast by region...................................................................................................153
7.2.3 Enterprises...............................................................................................................................................155
7.2.3.1 Overview...........................................................................................................................................155
7.2.3.2 Market size and forecast by region...................................................................................................155
9. CRM and Social CRM: Market Analysis, Trends and Insights....................................................176
9.1 Market Evolution ...........................................................................................................................................176
9.1.1 Market uptake and disruption ..................................................................................................................177
9.1.2 Lifecycle and chasm plots........................................................................................................................178
9.2 Go To Market and Trends .............................................................................................................................179
9.2.1 Go to market strategy ..............................................................................................................................179
9.2.2 Adoption roadmaps..................................................................................................................................180
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10. CRM and Social CRM: Competitive Landscape .........................................................................181
10.1 Portfolio Comparison ...................................................................................................................................181
10.1.1 Overview..................................................................................................................................................181
10.1.2 Product category mapping.......................................................................................................................181
10.2 Venture Capital (VC) Funding Analysis.......................................................................................................182
10.2.1 Overview..................................................................................................................................................182
10.2.2 Capital funding trends..............................................................................................................................182
10.3 Mergers and Acquisitions (M&A).................................................................................................................184
10.4 Social Reach..................................................................................................................................................189
10.4.1 Social trends............................................................................................................................................189
11. Company Profiles..........................................................................................................................190
(Overview, Financials, Products & Services, Strategy, and Developments)*
11.1 ACQUIA ...................................................................................................................................................190
11.2 AMDOCS ...................................................................................................................................................192
11.3 IBM ...................................................................................................................................................196
11.4 JIVE SOFTWARE ...........................................................................................................................................200
11.5 LITHIUM ...................................................................................................................................................204
11.6 MICROSOFT...................................................................................................................................................207
11.7 NETSUITE ...................................................................................................................................................211
11.8 NIMBLE ...................................................................................................................................................215
11.9 ORACLE ...................................................................................................................................................217
11.10 PEGASYSTEMS.............................................................................................................................................222
11.11 RAMCO SYSTEMS ........................................................................................................................................225
11.12 SAGE ...................................................................................................................................................229
11.13 SALESFORCE................................................................................................................................................233
11.14 SAP ...................................................................................................................................................238
11.15 SUGARCRM ...................................................................................................................................................243
11.16 KEY INNOVATORS.........................................................................................................................................246
11.16.1 ALLEGIANCE ..........................................................................................................................................246
11.16.2 CONTACTUALLY.....................................................................................................................................246
11.16.3 ITC INFOTECH........................................................................................................................................246
11.16.4 NEARSTREAM........................................................................................................................................247
11.16.5 NEXTPRINCIPLES..................................................................................................................................247
11.16.6 TRACX ...................................................................................................................................................247
*Details on Overview, Financials, Product & Services, Strategy, and Developments might not be captured in case of
unlisted companies.
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List of Tables
12
1 Forecast Assumptions....................................................................................................................................................25
2 Overall CRM Market Size, 2013 - 2018 ($Billion) ..........................................................................................................32
3 Overall Social CRM Market Size, 2013 - 2018 ($Billion) ...............................................................................................33
4 Time Impact Analysis of Dynamics ................................................................................................................................41
5 CRM Market Size, by Application, 2013 - 2018 ($Billion) ..............................................................................................43
6 CRM Market Size, by Application, by Proportion, 2013 - 2018 (Y-o-Y %)......................................................................44
7 CRM Market Size, by Application, 2013 - 2018 (Y-o-Y %).............................................................................................44
8 CRM Market Size, by Customer Service and Support, by Region, 2013 - 2018 ($Million)............................................46
9 CRM Market Size, by Customer Service and Support, by Vertical, 2013 - 2018 ($Million) ...........................................47
10 CRM Market Size, by Customer Service and Support, by Vertical, 2013 - 2018 (Y-o-Y %)...........................................48
11 CRM Market Size, by Customer Service and Support, by Deployment, 2013 - 2018 ($Billion).....................................50
12 CRM Market Size, by Customer Service and Support, by Deployment, 2013 - 2018 (Y-o-Y %) ...................................51
13 CRM Market Size, by Marketing, by Region, 2013 - 2018 ($Million) .............................................................................52
14 CRM Market Size, by Marketing, by Region, 2013 - 2018 (Y-o-Y %) ............................................................................53
15 CRM Market Size, by Marketing, by Vertical, 2013 - 2018 ($Million).............................................................................55
16 CRM Market Size, by Marketing, by Vertical, 2013 - 2018 (Y-o-Y %)............................................................................56
17 CRM Market Size, by Marketing, by Deployment, 2013 - 2018 ($Billion)......................................................................58
18 CRM Market Size, by Marketing, by Deployment, 2013 - 2018 (Y-o-Y %).....................................................................59
19 CRM Market Size, by Sales, by Region, 2013 - 2018 ($Million)....................................................................................60
20 CRM Market Size, by Sales, by Region, 2013 - 2018 (Y-o-Y %) ...................................................................................61
21 CRM Market Size, by Sales, by Vertical, 2013 - 2018 ($Million)....................................................................................62
22 CRM Market Size, by Sales, by Vertical, 2013 - 2018 (Y-o-Y %)...................................................................................63
23 CRM Market Size, by Sales, by Deployment, 2013 - 2018 ($Billion).............................................................................65
24 CRM Market Size, by Sales, by Deployment, 2013 - 2018 (Y-o-Y %) ...........................................................................66
25 CRM Market Size, by Other Applications, 2013 - 2018 ($Billion)...................................................................................68
26 CRM Market Size, by Other Applications, 2013 - 2018 (Y-o-Y %) .................................................................................68
27 CRM Market Size, by Other Applications, by Region, 2013 - 2018 ($Million)................................................................70
28 CRM Market Size, by Other Applications, by Region, 2013 - 2018 (Y-o-Y %)...............................................................71
29 CRM Market Size, by Other Applications, by Vertical, 2013 - 2018 ($Million) ...............................................................72
30 CRM Market Size, by Other Applications, by Vertical, 2013 - 2018 (Y-o-Y %)...............................................................73
31 CRM Market Revenue by Other Applications, by Deployment, 2013 - 2018 ($Billion) ..................................................75
32 CRM Market Size, by Other Applications, by Deployment, 2013 - 2018 (Y-o-Y %) .......................................................75
33 CRM Market Size, by Type of Deployment, 2013 - 2018 ($Billion)................................................................................78
34 Social CRM Market Size, by Type of Deployment, 2013 - 2018 ($Billion) .....................................................................79
35 CRM Market Size, by Type of Deployment, 2013 - 2018 (Y-o-Y %) ..............................................................................79
36 Social CRM Market Size, by Type of Deployment, 2013 - 2018 (Y-o-Y %)....................................................................80
Table Titles ..........................................................................................................................Page No
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List of Tables
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37 CRM Market Size, by Hosted, by Region, 2013 - 2018 ($Million)..................................................................................82
38 CRM Market Size, by Hosted, by Region, 2013 - 2018 (Y-o-Y %).................................................................................83
39 CRM Market Size, by Hosted, by Vertical, 2013 - 2018 ($Million) .................................................................................84
40 CRM Market Size, by Hosted, by Vertical, 2013 - 2018 (Y-o-Y %) ................................................................................85
41 Social CRM Market Size, by Hosted, by Region, 2013 - 2018 ($Million).......................................................................87
42 Social CRM Market Size, by Hosted, by Region, 2013 - 2018 (Y-o-Y %)......................................................................88
43 Social CRM Market Size, by Hosted, by Vertical, 2013 - 2018 ($Million) ......................................................................89
44 Social CRM Market Size, by Hosted, by Vertical, 2013 - 2018 (Y-o-Y %)......................................................................90
45 CRM Market Size, by On-premise, by Region, 2013 - 2018 ($Million) ..........................................................................92
46 CRM Market Size, by On-premise, by Region, 2013 - 2018 (Y-o-Y %) .........................................................................93
47 CRM Market Size, by On-premise, by Vertical, 2013 - 2018 ($Million)..........................................................................94
48 CRM Market Size, by On-premise, by Vertical, 2013 - 2018 (Y-o-Y %).........................................................................95
49 Social CRM Market Size, by On-premise, by Region, 2013 - 2018 ($Million) ...............................................................97
50 Social CRM Market Size, by On-premise, by Region, 2013 - 2018 (Y-o-Y %)...............................................................98
51 Social CRM Market Size, by On-premise, by Vertical, 2013 - 2018 ($Million)...............................................................99
52 Social CRM Market Size, by On-premise, by Vertical, 2013 - 2018 (Y-o-Y %) ............................................................100
53 CRM Market Size, by Hybrid, by Region, 2013 - 2018 ($Million).................................................................................102
54 CRM Market Size, by Hybrid, by Region, 2013 - 2018 (Y-o-Y %)................................................................................103
55 CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 ($Million) ................................................................................104
56 CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 (Y-o-Y %) ...............................................................................105
57 Social CRM Market Size, by Hybrid, by Region, 2013 - 2018 ($Million)......................................................................107
58 Social CRM Market Size, by Hybrid, by Region, 2013 - 2018 (Y-o-Y %).....................................................................108
59 Social CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 ($Million) .....................................................................109
60 Social CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 (Y-o-Y %).....................................................................110
61 Social CRM Market Size, by Solutions, 2013 - 2018 ($Million)....................................................................................113
62 Social CRM Market Size, by Solutions, by Proportion, 2013 - 2018 (%) .....................................................................114
63 Social CRM Market Size, by Software Solutions,2013 - 2018 (Y-o-Y %).....................................................................115
64 Social CRM Market Size, by Social Monitoring and Social Listening, by Region, 2013 - 2018 ($Million)....................117
65 Social CRM Market Size, by Social Monitoring and Social Listening, by Region, 2013 - 2018 (Y-o-Y %)...................118
66 Social CRM Market Size, by Social Mapping, by Region, 2013 - 2018 ($Million)........................................................119
67 Social CRM Market Size, by Social Mapping, by Region, 2013 - 2018 (Y-o-Y %).......................................................120
68 Social CRM Market Size, by Social Middleware, by Region, 2013 - 2018 ($Million)...................................................122
69 Social CRM Market Revenue by Social Middleware, by Region, 2013 - 2018 (y-0-y %).............................................123
70 Social CRM Market Revenue by Social Management, by Region, 2013 - 2018 ($Million)..........................................124
71 Social CRM Market Size, by Social Management, by Region, 2013 - 2018 (Y-o-Y %)................................................125
72 Social CRM Market Size, by Social Measurement, by Region, 2013 - 2018 ($Million) ...............................................127
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73 Social CRM Market Size, by Social Measurement, by Region, 2013 - 2018 (Y-o-Y %)...............................................128
74 Social CRM Market Size, by Verticals, 2013 - 2018 ($Million).....................................................................................130
75 Social CRM Market Size, by Verticals, by Proportion, 2013 - 2018 (%) ......................................................................131
76 Social CRM Market Size, by Verticals, 2013 - 2018 (Y-o-Y %)....................................................................................132
77 Social CRM Market Revenue by Academia and Government, by Deployment, 2013 - 2018 ($Million) ......................134
78 Social CRM Market Revenue by Academia and Government, by Deployment, 2013 - 2018 (Y-o-Y %)......................135
79 Social CRM Market Size, by Automotive, Transportation and Logistics, by Deployment, 2013 - 2018 ($Million)........136
80 Social CRM Market Size, by Automotive, Transportation and Logistics, by Deployment, 2013 - 2018 (Y-o-Y %).......137
81 Social CRM Market Revenue by BFSI, by Deployment, 2013 - 2018 ($Million)..........................................................138
82 Social CRM Market Revenue by BFSI, by Deployment, 2013 - 2018 (Y-o-Y %) .........................................................139
83 Social CRM Market Size, by Consumer Goods and Retail, by Deployment, 2013 - 2018 ($Million)...........................140
84 Social CRM Market Size, by Consumer Goods and Retail, by Deployment, 2013 - 2018 (Y-o-Y %) ..........................141
85 Social CRM Market Size, by Energy, Power and Utilities, by Deployment, 2013 - 2018 ($Million) .............................143
86 Social CRM Market Size, by Energy, Power and Utilities, by Deployment, 2013 - 2018 (Y-o-Y %).............................143
87 Social CRM Market Size, by Healthcare, by Deployment, 2013 - 2018 ($Million).......................................................145
88 Social CRM Market Size, by Healthcare, by Deployment, 2013 - 2018 (Y-o-Y %) ......................................................145
89 Social CRM Market Size, by Oil and Gas, by Deployment, 2013 - 2018 ($Million) .....................................................147
90 Social CRM Market Size, by Oil and Gas, by Deployment, 2013 - 2018 (Y-o-Y %).....................................................147
91 Social CRM Market Size, by Telecom and IT, by Deployment, 2013 - 2018 ($Million) ................................................149
92 Social CRM Market Size, by Telecom and IT, by Deployment, 2013 - 2018 (Y-o-Y %) ...............................................149
93 Social CRM Market Size, by Company Size, 2013 - 2018 ($Million)...........................................................................151
94 Social CRM Market Revenue by Company Size, by Proportion, 2013 - 2018 (%) ......................................................151
95 Social CRM Market Size, by Company Size, 2013 - 2018 (Y-o-Y %) ..........................................................................152
96 Social CRM Market Revenue by SMB, by Region, 2013 - 2018 ($Million)..................................................................153
97 Social CRM Market Size, by SMB, by Region, 2013 - 2018 (Y-o-Y %)........................................................................154
98 Social CRM Market Size, by Enterprise, by Region, 2013 - 2018 ($Million)................................................................156
99 Social CRM Market Size, by Enterprise, by Region, 2013 - 2018 (Y-o-Y %)...............................................................157
100 Social CRM Market Size, by Regions, 2013 - 2018 ($Million) .....................................................................................160
101 Social CRM Market Size, by Regions, by Proportion, 2013 - 2018 (%).......................................................................161
102 Social CRM Market Size, by Regions, 2013 - 2018 (Y-o-Y %) ....................................................................................162
103 Social CRM Market Size, by North America, by Solutions, 2013 - 2018 ($Million)......................................................163
104 Social CRM Market Size, by North America, by Solutions, 2013 - 2018 (Y-o-Y %) .....................................................164
105 Social CRM Market Size, by Europe, by Solutions, 2013 - 2018 ($Million) .................................................................166
106 Social CRM Market Size, by Europe, by Solutions, 2013 - 2018 (Y-o-Y %) ..................................................................67
107 Social CRM Market Size, by APAC, by Solutions, 2013 - 2018 ($Million) ...................................................................168
108 Social CRM Market Size, by APAC, by Solutions, 2013 - 2018 (Y-o-Y %)...................................................................169
TC 1444 | 2013

List of Tables
15
109 Social CRM Market Size, by Mea, by Solutions, 2013 - 2018 ($Million)......................................................................171
110 Social CRM Market Size, by Mea, by Solutions, 2013 - 2018 (Y-o-Y %).....................................................................172
111 Social CRM Market Size, by Latin America, by Solutions, 2013 - 2018 ($Million).......................................................173
112 Social CRM Market Size, by Latin America, by Solutions, 2013 - 2018 (Y-o-Y %) ......................................................174
113 CRM Market Venture Capital (vc) Funding ..................................................................................................................182
114 CRM Market Mergers and Acquisitions (M&A) ............................................................................................................184
115 Amdocs: Revenue, 2011 - 2012 ($Million) ...................................................................................................................193
116 Amdocs: Revenue by Region, 2011 - 2012 ($Million)..................................................................................................194
117 Ibm: Revenue, 2011 - 2012 ($Million) ..........................................................................................................................197
118 Ibm: Revenue by Segment, 2011 - 2012 ($Million)......................................................................................................198
119 Ibm: Revenue by Region, 2011 - 2012 ($Million).........................................................................................................198
120 Jive Software: Revenue, 2011 - 2012 ($Million) ..........................................................................................................201
121 Jive Software: Revenue by Segment, 2011 - 2012 ($Million) ......................................................................................202
122 Microsoft: Revenue, 2011 - 2012 ($Million) .................................................................................................................208
123 Microsoft: Revenue by Segment, 2011 - 2012 ($Million) .............................................................................................208
124 Microsoft: Revenue by Region, 2011 - 2012 ($Million) ................................................................................................209
125 Netsuite: Revenue, 2011 - 2012 ($Million)...................................................................................................................212
126 Netsuite: Revenue by Segment, 2011 - 2012 ($Million)...............................................................................................213
127 Netsuite: Revenue, by Region, 2011 - 2012 ($Million).................................................................................................213
128 Oracle: Revenue, 2011 - 2012 ($Million) .....................................................................................................................219
129 Oracle: Revenue by Segment, 2011 - 2012 ($Million) .................................................................................................219
130 Oracle: Revenue by Region, 2011 - 2012 ($Million) ....................................................................................................220
131 Pegasystems: Revenue, 2011 - 2012 ($Million) ..........................................................................................................223
132 Ramco Systems: Revenue, 2011 - 2012 ($Million)......................................................................................................226
133 Ramco Systems: Revenue by Region, 2012 ($Million)................................................................................................227
134 Sage: Revenue, 2011 - 2012 ($Million)........................................................................................................................230
135 Sage: Revenue by Business Unit Segment, 2011 - 2012 ($Million) ............................................................................230
136 Sage: Revenue by Region, 2011 - 2012 ($Million) ......................................................................................................231
137 Salesforce: Revenue, 2011 - 2012 ($Million) ...............................................................................................................235
138 Salesforce: Revenue by Business Unit Segment, 2011 - 2012 ($Million)....................................................................235
139 Salesforce: Revenue by Region, 2011 - 2012 ($Million)..............................................................................................236
140 Sap: Revenue, 2011 - 2012 ($Million)..........................................................................................................................240
141 Sap: Revenue by Business Unit Segment, 2011 - 2012 ($Million) ..............................................................................240
142 Sap: Revenue by Region, 2011 - 2012 ($Million) ........................................................................................................241
TC 1444 | 2013

List of Figures
16
1 Segment Definitions.......................................................................................................................................................28
2 Overall Customer Relationship Management Market Size, 2013 - 2018 ($Billion)........................................................32
3 Overall Social Customer Relationship Management Market Size, 2013 - 2018 ($Billion) .............................................33
4 CRM and Social CRM Market Ecosystem .....................................................................................................................35
5 Market Players and Roles..............................................................................................................................................37
6 CRM Market Size, by Application, 2013 - 2018 (Y-o-Y %).............................................................................................45
7 CRM Market Size, by Customer Service and Support, by Vertical, 2013 - 2018 (Y-o-Y %)...........................................49
8 CRM Market Size, by Customer Service and Support, by Deployment, 2013 - 2018 (Y-o-Y %) ...................................51
9 CRM Market Size, by Marketing, by Region, 2013 - 2018 (Y-o-Y %) ............................................................................54
10 CRM Market Size, by Marketing, by Vertical, 2013 - 2018 (Y-o-Y %)............................................................................57
11 CRM Market Size, by Marketing, by Deployment, 2013 - 2018 (Y-o-Y %).....................................................................59
12 CRM Market Size, by Sales, by Region, 2013 - 2018 (Y-o-Y %) ...................................................................................61
13 CRM Market Size, by Sales, by Vertical, 2013 - 2018 (Y-o-Y %)...................................................................................64
14 CRM Market Size, by Sales, by Deployment, 2013 - 2018 (Y-o-Y %) ...........................................................................66
15 CRM Market Size, by Other Applications, 2013 - 2018 (Y-o-Y %) .................................................................................69
16 CRM Market Size, by Other Applications, by Region, 2013 - 2018 (Y-o-Y %)...............................................................71
19 CRM Market Size, by Type of Deployment, 2013 - 2018 (Y-o-Y %) ..............................................................................80
20 Social CRM Market Size, by Type of Deployment, 2013 - 2018 (Y-o-Y %)....................................................................81
21 CRM Market Size, by Hosted, by Region, 2013 - 2018 (Y-o-Y %).................................................................................83
22 CRM Market Size, by Hosted, by Vertical, 2013 - 2018 (Y-o-Y %) ................................................................................86
23 Social CRM Market Size, by Hosted, by Region, 2013 - 2018 (Y-o-Y %)......................................................................88
24 Social CRM Market Size, by Hosted, by Vertical, 2013 - 2018 (Y-o-Y %)......................................................................91
25 CRM Market Size, by on-premise, by Region, 2013 - 2018 (Y-o-Y %) ..........................................................................93
26 CRM Market Size, by on-premise, by Vertical, 2013 - 2018 (Y-o-Y %)..........................................................................96
27 Social CRM Market Size, by on-premise, by Region, 2013 - 2018 (Y-o-Y %) ...............................................................98
28 Social CRM Market Size, by on-premise, by Vertical, 2013 - 2018 (Y-o-Y %).............................................................101
29 CRM Market Size, by Hybrid, by Region, 2013 - 2018 (Y-o-Y %)................................................................................103
30 CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 (Y-o-Y %) ...............................................................................106
31 Social CRM Market Size, by Hybrid, by Region, 2013 - 2018 (Y-o-Y %).....................................................................108
32 Social CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 (Y-o-Y %) .....................................................................111
33 Social CRM Market Size, by Solutions, 2013 - 2018 (Y-o-Y %) ...................................................................................115
34 Social CRM Market Size, by Social Monitoring and Social Listening, by Region, 2013 - 2018 (Y-o-Y %)...................118
35 Social CRM Market Size, by Social Mapping, by Region, 2013 - 2018 (Y-o-Y %).......................................................121
36 Social CRM Market Size, by Social Middleware, by Region, 2013 - 2018 (y-0-y %)...................................................123
Figure Titles ..........................................................................................................................Page No
TC 1444 | 2013

List of Figures
17
37 Social CRM Market Size, by Social Management, by Region, 2013 - 2018 (Y-o-Y %)................................................126
38 Social CRM Market Size, by Social MEAsurement, by Region, 2013 - 2018 (Y-o-Y %)..............................................128
39 Social CRM Market Size, by Verticals, 2013 - 2018 (Y-o-Y %)....................................................................................133
40 Social CRM Market Revenue by Academia and Government, by Deployment, 2013 - 2018 (Y-o-Y %)......................135
41 Social CRM Market Size, by Automotive, Transportation and Logistics, by Deployment, 2013 - 2018 (Y-o-Y %).......137
42 Social CRM Market Revenue by BFSI, by Deployment, 2013 - 2018 (Y-o-Y %) .........................................................139
43 Social CRM Market Size, by Consumer Goods and Retail, by Deployment, 2013 - 2018 (Y-o-Y %) ..........................142
44 Social CRM Market Size, by Energy, Power and Utilities, by Deployment, 2013 - 2018 (Y-o-Y %).............................144
45 Social CRM Market Size, by Healthcare, by Deployment, 2013 - 2018 (Y-o-Y %) ......................................................146
46 Social CRM Market Size, by Oil and Gas, by Deployment, 2013 - 2018 (Y-o-Y %).....................................................148
47 Social CRM Market Size, by Telecom and It, by Deployment, 2013 - 2018 (Y-o-Y %) ................................................150
48 Social CRM Market Size, by Company Size, 2013 - 2018 (Y-o-Y %) ..........................................................................152
49 Social CRM Market Size, by SMB, by Region, 2013 - 2018 (Y-o-Y %)........................................................................155
50 Social CRM Market Size, by Enterprise, by Region, 2013 - 2018 (Y-o-Y %)...............................................................157
51 Parfait Charts of Social CRM Market Size, by Region, 2013 - 2018 ($Billion).............................................................159
52 Social CRM Market Size, by Regions, 2013 - 2018 (Y-o-Y %) ....................................................................................162
53 Social CRM Market Size, by North America, by Solutions, 2013 - 2018 (Y-o-Y %) .....................................................165
54 Social CRM Market Size, by Europe, by Solutions, 2013 - 2018 (Y-o-Y %) ................................................................167
55 Social CRM Market Size, by APAC, by Solutions, 2013 - 2018 (Y-o-Y %)...................................................................170
56 Social CRM Market Size, by MEA, by Solutions, 2013 - 2018 (Y-o-Y %) ....................................................................172
57 Social CRM Market Size, by Latin America, by Solutions, 2013 - 2018 (Y-o-Y %) ......................................................175
58 Evolution of CRM Solutions .........................................................................................................................................176
59 CRM Market Disruption................................................................................................................................................177
60 Social CRM Market Chasm Plot ..................................................................................................................................178
61 Go To Market Strategy .................................................................................................................................................179
62 Adoption Roadmaps ....................................................................................................................................................180
63 Portfolio Comparison ...................................................................................................................................................181
64 Social Trends ...............................................................................................................................................................189
Figure Titles ..........................................................................................................................Page No
TC 1444 | 2013

Sample Tables
18
2015
2015
2015
2016
2016
2016
CAGR% (2013-2018)
CAGR% (2013-2018)
CAGR% (2013-2018)
Social CRM Market Size, By Solutions, 2013 – 2018 ($Million)
CRM Market Size, By Customer Service and Support, By Region, 2013 – 2018 ($Million)
CRM Market Size, By Customer Service and Support, By Deployment, 2013 – 2018 (Y-O-Y %)
Solutions
Region
Deployment
Social Monitoring
Social Mapping
Social Middleware
Social Management
Social Measurement
Total
North America
Europe
Latin America
Asia-Pacific
MEA
Total
Hosted
On-Premise
Hybrid
Total
2017
2017
2017
2013
2013
2013
2018
2018
2018
2014
2014
2014
Sample Tables
Sample Tables
Sample Tables
TC 1444 | 2013

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TC 1444 | 2013

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TC 1444 | 2013

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