1. North America CRM Analytics Markets

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1 Brochure More information from North America CRM Analytics Markets Description: Shift from Product-centric to Customer-centric Strategies calls for Increased Use of Marketing & Customer Analytics Customer retention and customer wallet-share growth are the most pressing pain points in business-toconsumer (B2C) industries such as financial services, telecommunications, and retail. It is essential for these enterprises to understand their most important customers and the strategies required to expand and maintain their customer base. Campaign strategies are shifting from product-centric, mass-marketing approaches that are more effective for aggressive new customer acquisition, to customer-centric, one-toone marketing approaches that enhance customer loyalty. Marketing and customer analytics is central to effective customer segmentation that will enable enterprises to identify their best customers and determine the ideal tactics and strategies to maximize near-term and long-term customer value. This Frost & Sullivan research service covers the North American CRM analytics markets. The study examines the key application markets across function and industry. It also forecasts market drivers and restraints and analyzes vendor solution offerings and strategies in a competitive framework. The Changing Role of the Contact Center Drives Demand for CRM Analytics As margins and differentiation on products is declining, companies are turning toward customer experience to drive competitive advantage and customer loyalty. The role of the contact center is evolving from merely servicing customers to playing a key role in customer retention and growth. Companies are increasingly integrating real-time analytics to support up-sell, cross-sell, and retention programs. Because of the sheer impact a real-time customer interaction can have on retention and growth opportunities, service analytics will be crucial in the CRM analytics market. Financial services and telecommunications represent the highest spending industry verticals in CRM analytics, contributing to about 50 percent of the North American CRM analytics markets in 2004, notes the analyst. While customer wallet-share growth continues to be the hot button in the financial services industry, in the case of telecommunications, customer churn management is the primary driver for spending. CRM Portfolios with Analytic Applications Set to Increase Market Share CRM vendors, business intelligence (BI) & analytics vendors have adopted different approaches to CRM Analytics - top-down in the case of the former, and bottoms-up in the case of the latter. CRM vendors focus on providing pre-built analytics for their operational CRM applications, while BI & analytics vendors concentrate on providing tools for enterprises to build analytical capabilities ground up. The CRM analytics market in North America grew by 15 percent from 2003 to The market for CRM vendors grew by 20 percent while the market for BI & analytics vendors grew by 11 percent over this period. While both groups have shown impressive growth rates, the CRM vendors have managed to capitalize the most from the opportunities that the market presented. CRM vendors need to demonstrate credibility on the issue of data integrity by appreciating the heterogeneity of the analytics environment, while BI & analytics vendors need to improve CRM competencies for business decision makers, says the analyst. Contents: 1. North America CRM Analytics Markets 1. Introduction and Executive Summary 1. Introduction 2. Executive Summary 2. Market Segmentation 1. Market Definitions

2 2. Market Segmentation by Functional Segment 3. Market Segmentation by Industry Vertical 3. Demand Analysis - Vertical Markets 1. Vertical Market opportunities for CRM Analytics 2. Financial Services 3. Telecommunications 4. Retail 5. Travel and Hospitality North America CRM Analytics Market 1. Definitions - Market Metrics 2. Market Size for CRM Analytics 3. Software Revenues by Functional Segment 4. Software Revenues by Industry Vertical 5. Software Revenues by CRM Vendors versus BI & Analytics Vendors 5. Market I : North America Total CRM Analytics Market 6. Market II - North America Sales Analytics Market 7. Market III - North America Marketing & Customer Analytics Market 8. Market IV - North America Service Analytics Market 9. Forecast Summary 1. Forecast Summary 2. Conclusions 10. Competitive Analysis of Vendors 1. CRM Analytics Vendor Marketplace 2. CRM Vendor Peer Group - Featured Vendors 3. BI & Analytics Vendor Peer Group - Featured Vendors 11. Strategic Recommendations 1. Strategic Recommendations for Vendors Frost & Sullivan Awards for CRM Analytics 1. Frost & Sullivan Award for Product Innovation 2. Frost & Sullivan Award for Customer Service Leadership 3. Frost & Sullivan Award for Technology Leadership 4. Frost & Sullivan Award for Product Differentiation Innovation LIST OF FIGURES - CRM Analytics Market Drivers Ranked by Order of Impact (North America), CRM Analytics Market Restraints Ranked by Order of Impact (North America), CRM Analytics Software Revenue Forecast (North America), Sales Analytics Market Drivers Ranked by Order of Impact (North America), Sales Analytics Market Restraints Ranked by Order of Impact (North America), Sales Analytics Software Revenue Forecast (North America), Marketing & Customer Analytics Market Drivers Ranked by Order of Impact (North America), Marketing & Customer Analytics Market Restraints Ranked by Order of Impact (North America),

3 - Marketing & Customer Analytics Software Revenue Forecast (North America), Service Analytics Market Drivers Ranked by Order of Impact (North America), Service Analytics Market Restraints Ranked by Order of Impact (North America), Service Analytics Software Revenue Forecast (North America), North America CRM Analytics Software Revenue by Segment, North America CRM Analytics Software Revenue by Segment, , Year-Over-Year Growth (Percent) LIST OF CHARTS - CRM Analytics Market Share by Functional Segment (North America), CRM Analytics Market Share by Industry Vertical (North America), CRM Analytics Market Share: CRM Vendors versus BI & Analytics Vendors (North America), CRM Analytics Software Revenue Forecast (North America), Sales Analytics Software Revenue Forecast (North America), Marketing & Customer Analytics Software Revenue Forecast (North America), Service Analytics Software Revenue Forecast (North America), North America CRM Analytics Software Revenue Forecast by Segment, North America CRM Analytics Software Revenue by Segment, Ordering: Order Online - Order by Fax - using the form below Order by Post - print the order form below and send to Research and Markets, Guinness Centre, Taylors Lane, Dublin 8, Ireland.

4 Page 1 of 2 Fax Order Form To place an order via fax simply print this form, fill in the information below and fax the completed form to (from USA) or (from Rest of World). If you have any questions please visit Order Information Please verify that the product information is correct and select the format(s) you require. Product Name: Web Address: Office Code: North America CRM Analytics Markets SC Product Formats Please select the product formats and quantity you require: Electronic (PDF) - Site License: Electronic (PDF) - Enterprisewide: Electronic and Hard Copy (PDF) - Enterprisewide: Electronic and Hard Copy (PDF) - Site License: Quantity USD 3995 USD 5495 USD USD 55 Shipping/Handling USD USD 55 Shipping/Handling * Shipping/Handling is only charged once per order. Contact Information Please enter all the information below in BLOCK CAPITALS Title: Mr Mrs Dr Miss Ms Prof First Name: Last Name: Address: * Job Title: Organisation: Address: City: Postal / Zip Code: Country: Phone Number: Fax Number: * Please refrain from using free accounts when ordering (e.g. Yahoo, Hotmail, AOL)

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6 Page 2 of 2 Payment Information Please indicate the payment method you would like to use by selecting the appropriate box. Pay by credit card: You will receive an with a link to a secure webpage to enter your credit card details. Pay by check: Please post the check, accompanied by this form, to: Research and Markets, Guinness Center, Taylors Lane, Dublin 8, Ireland. Pay by wire transfer: Please transfer funds to: Account number Sort code Swift code IBAN number Bank Address ULSBIE2D IE78ULSB Ulster Bank, Main Street, Blackrock, Co. Dublin, Ireland. If you have a Marketing Code please enter it below: Marketing Code: Please note that by ordering from Research and Markets you are agreeing to our Terms and Conditions at Please fax this form to: (646) or (646) From USA or From Rest of World

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