CRM for Small to Medium Business

Transcription

1 A Datamonitor report CRM for Small to Medium Business Published: Dec-04 Product Code: DMTC1030 Providing you with: Most inclusive research of small to medium business, defined as companies with headcount of 1-1,000 Use this report to... Learn about the unique challenges which face vendors in the SMB space, their needs and how to address them Coverage of operational and analytical CRM, including salesforce, marketing and service automation as well as customer analytics Analysis of NA, EMEA, APAC and CALA, each region split by different size bands Small to Medium Business (SMB) landscape in the context of CRM

2 CRM for Small to Medium Business DMTC1030 Introduction This report covers the market for CRM (both operational and analytical) for small to medium businesses (SMBs) globally, to Datamonitor believes this segment of the market will be the growth engine for CRM in coming years, generating an ever increasing share of revenues. Key findings and highlights Datamonitor sees huge potential in the SMB space for CRM applications. The means by which this potential is translated into reality should be at the forefront of vendors' minds. Certainly, the market outlook is very positive, more than doubling in size between 2003 and Careful attention should be paid to approaching the SMB space. Reasons to buy Learn about the unique challenges which face vendors in the SMB space, their needs and how to address them Understand the latest developments in CRM and how they apply to SMBs Gain insight into the market from detailed financial forecasts and market revenue splits Contact us...

3 Table of contents EXECUTIVE SUMMARY INTRODUCTION THE SMB SPACE Market potential Transforming enterprise CRM for the SMB market Competition? Educating the market CRM history Functionality and cost in the SMB space CRM EVOLUTION Hosted, onsite and everything in between One-size-fits-all acrm Sales and channels Why, where, when and what CRM as a commodity? MARKET AND COMPETITIVE DYNAMICS The market Global SMB CRM applications Hosted and onsite 1-9 headcount headcount headcount headcount The global picture North America Europe, Middle East and Africa Asia Pacific Central and Latin America Verticals Competitive structure Traditional enterprise vendors Small and mid-maket vendors SMB focused vendors STRATEGIC ADVICE TRANSLATING POTENTIAL INTO REALITY Three key concerns Sizebands and demands Scalability and viral growth APPENDIX TABLES Table 1: Global SMB CRM application revenues application revenues, Table 2: CRM application revenues by application, Table 3: Global SMB CRM application revenues application revenues, Table 4: Hosted SMB CRM application revenues, Table 5: CRM application revenues in the 1-9 segment, Table 6: CRM application revenues in the segment, Table 7: CRM application revenues in the segment, Table 8: CRM application revenues in the segment, Contact us...

4 CRM for Small to Medium Business DMTC1030 Table 9: Table 10: Table 11: Table 12: Table 13: SMB CRM application revenues globally, SMB CRM application revenues in North America, SMB CRM application revenues in Europe, Middle East and Africa, SMB CRM application revenues in Asia Pacific, SMB CRM in Central and Latin America, FIGURES Figure 1: Global SMB CRM application revenues application revenues, Figure 2: CRM application revenues by application, Figure 3: CRM application revenues by application, Figure 4: Global SMB CRM application revenues application revenues, Figure 5: Hosted SMB CRM application revenues, Figure 6: SMB CRM application revenues globally, Figure 7: SMB CRM application revenues in North America, Figure 8: SMB CRM application revenues in Europe, Middle East and Africa Figure 9: SMB CRM application revenues in Asian Pacific, Figure 10: SMB CRM application revenues in Central and Latin America, Figure 11: SMB CRM competitive landscape Contact us...

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