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Global Customer Relationship Management (CRM) Software Industry
[June 18, 2015]

Global Customer Relationship Management (CRM) Software Industry


NEW YORK, June 18, 2015 /PRNewswire/ -- This report analyzes the worldwide markets for Customer Relationship Management (CRM) Software in US$ Million by the following Types: On-Premise CRM, and SaaS CRM. The Global market is further analyzed by the following Functional Areas: Sales Force Automation, Customer Support, Marketing Automation, and e-commerce. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2014 through 2020. Also, a five-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 188 companies including many key and niche players such as -

Adapt Software Applications, Inc.
Adobe Systems Incorporated
Amdocs, Inc.
Aplicor, Inc.
Aptean



Read the full report: http://www.reportlinker.com/p01921270-summary/view-report.html




I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

Study Reliability and Reporting Limitations I-1
Disclaimers I-2
Data Interpretation & Reporting Level I-2
Quantitative Techniques & Analytics I-3
Product Definitions and Scope of Study I-3
By Functional Area I-4
Sales-Force Automation I-4
Marketing Automation I-4
Service Automation I-4
By Delivery Type I-4
On-Premise CRM I-4
Software-as-a-Service (SaaS) CRM I-5


II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW II-1
Customer Relationship Management (CRM) - An Introductory Prelude II-1
CRM Software - The Key Enabler of an Efficient CRM Strategy II-2
Key Benefits Encouraging CRM Software Deployments among
Enterprises Ranked by Importance Attached by Enterprises II-3
Key Business Applications Targeted for CRM Software over the
Next Few Years Ranked by Priority Attached by Enterprises II-3
Customer-Centric Operations Drives Increased Spending on CRM
Software II-3
Fairly Resilient Against Periods of Economic Slowdown II-4
Factors that Make CRM a Sensible Investment in a Weak Economy II-4
Low Cost SaaS CRM Model - Best Bet for Enterprises II-5
Outlook II-6
Developed Nations - Lead CRM Adoption II-6
Developing Markets to Drive Future Growth II-7
Customer Services & Support Made Easy with CRM Software II-7
SaaS CRM to Garner Greater Share of Enterprise Spending II-8
'Cloud Technology': Optimally Positioned to Deliver CRM
Software On-Demand II-8
Cloud Based SaaS CRM: The New Paradigm for Low-Cost CRM Strategy II-9
SMBs - The Most Lucrative Consumer Cluster for SaaS CRM II-9
Sales Force Automation Software - The Traditional Revenue
Contributor II-10
SFA for Efficient Sales Forecasting - A Key Business Scenario II-11
Marketing Automation Software Continues to Grow in Prominence II-12
CRM Software - Facilitating Effectiveness of Loyalty Programs II-12
E-Commerce to Witness Accelerated Growth II-13
Growing Functional IT Budgets - Potential in Store II-13
Still Plenty of Room to Grow II-14
Table 1: World CRM Software Market (2014): Adoption Rates
Measured as Percentage Share of Companies Adopting CRM
Software in Select End-Use Sectors (includes corresponding
Graph/Chart) II-14

2. NOTEWORTHY TRENDS, GROWTH DRIVERS & ISSUES II-15
Traditional CRM Software Gives Way to New Age Software Solutions II-15
Table 2: Global CRM Software Market (2000 & 2014): Percentage
Share Breakdown of Revenue by Software Generation (includes
corresponding Graph/Chart) II-15
Enterprises Aim to Integrate Big Data Capability into CRM II-15
Integration of Analytics with CRM: An Emerging Trend II-16
Cloud Customization Picking Up Momentum II-17
Social CRM Grows in Popularity II-17
Opportunity Indicators II-19
Table 3: World Penetration Rates (%) and Number of Users of
Internet and Social Networks (includes corresponding
Graph/Chart) II-19

Table 4: World Social Media Penetration Rates (%) by Region
(Feb 2015) (includes corresponding Graph/Chart) II-20
Companies Integrate CRM with ERP to Improve Sales Effectiveness II-20
Online CRM Systems Save Costs II-20
CRM and Telephony Services Integration to Improve Quality of
Customer Service Operations II-21
Mobile CRM to Lend Traction to CRM Software Market II-21
Growing Popularity of Mobile SFA - A Case in Point II-22
Developments in Mobile Internet Technologies Take Mobile CRM
Solutions a Step Further II-22
Opportunity Indicators for Mobile CRM II-23
Table 5: Global Workforce Population (2009 & 2014):
Percentage Share Breakdown of Employees by Nature of Work
(includes corresponding Graph/Chart) II-23

Table 6: Global Mobile Workforce Population (2009 & 2014):
Breakdown of Number of Mobile Employees in Million by
Region/Country (includes corresponding Graph/Chart) II-24

Table 7: Global Mobile Workforce Population (2014):
Penetration of Mobile Employees by Region/Country (includes
corresponding Graph/Chart) II-24
Retail Sector - Drives Significant Gains in the CRM Market II-25
Growth in Telecom Sector in Near Future II-25
Banking & Financial Services Enterprises Prioritize CRM Adoption II-25
Insurance Agencies Seek CRM Capability for Effective
Collaboration II-26
CRM Software Gains Prominence in Life Sciences Sector II-27
Demand for CRM Software Soars in Hospitality Sector II-28
Real Estate Enterprises Prefer Software-Enabled CRM Strategy II-28

3. COMPETITIVE SCENARIO II-30
Consolidation Continues to Define the CRM Landscape II-30
Select M&A Deals in the CRM Market in 2013-2014 II-31
Market Share Analysis II-32
Market Share Findings: II-32
Table 8: Leading Players in the Global CRM Software Market
(2014): Percentage Share Breakdown of Revenues for
Microsoft, Oracle, Salesforce.com, SAP and Others (includes
corresponding Graph/Chart) II-32

Table 9: Leading Players in the Global Sales Automation CRM
Market (2014): Percentage Share Breakdown of Revenues for
Microsoft, Oracle, Salesforce.com, SAP and Others (includes
corresponding Graph/Chart) II-33

Table 10: Leading Players in the Global Customer Service &
Support CRM Market (2014): Percentage Share Breakdown of
Revenues for Microsoft, Oracle, Salesforce.com, SAP and
Others (includes corresponding Graph/Chart) II-33

Table 11: Leading Players in the Global Marketing Automation
CRM Market (2014): Percentage Share Breakdown of Revenues
for Adobe, Oracle, Salesforce.com, SAP, SAS Institute and
Others (includes corresponding Graph/Chart) II-33

Table 12: Leading Players in the Global Life Sciences CRM
Market (2014): Percentage Share Breakdown of Revenues for
Cedegim, Oracle, Veeva and Others (includes corresponding
Graph/Chart) II-34
Key Issues & Challenges II-34
Lower User Adoption II-34
High Failure Rates II-34
Software Complexity II-34
Data Security Concerns II-35
Answering Data Security Concerns - A High Priority for
Enterprises & Software Vendors II-35

4. PRODUCT OVERVIEW II-36
What is Customer Relationship Management (CRM)? II-36
Evolution of CRM II-36
First-Generation CRM II-37
Second-Generation CRM II-37
Third-Generation CRM II-37
Major CRM Constituencies II-38
Enterprises II-38
Customers and Partners II-38
CRM Software Vendors II-38
CRM Application Service Providers II-38
CRM Hardware and Infrastructure Vendors II-38
Management Consultants II-38
Types of CRM II-38
Based on Components II-38
Operational II-38
Sales-Force Automation II-39
Marketing Automation II-39
Service Automation II-40
Collaborative II-40
Customer Interaction Center II-40
Internet and eCRM II-40
Contact Management II-40
Analytical II-41
Sales Analysis II-41
Marketing Analysis II-41
Service Analysis II-41
Strategic II-41
Based on Deployment Options II-41
On-Premise II-42
Vendor-Managed On-Premise II-42
Software-as-a-Service (SaaS) CRM II-42
Multi-Tenant Software-as-a-Service II-42
Single-Tenant Software-as-a-Service II-43
Hybrid II-43
Open Source II-43
Key Factors to be Considered Prior to Selecting an Appropriate
CRM Deployment II-44
Benefits II-45
Potential Disadvantages of CRM Implementations II-45
Common Misconceptions Associated with CRM II-46
Application of CRM in Select End-Use Sectors II-47
Automotive II-47
Consumer Goods II-47
High-Tech II-47
Banks II-47
Insurance II-48
Life Sciences II-48
Healthcare II-48
Biotech II-48
Higher Education II-49
Hospitality II-49
Real Estate II-49
Utilities II-49
Non-Profit Organizations II-50

5. PRODUCT LAUNCHES/INTRODUCTIONS II-51
AvePoint to Showcase New CRM Solutions II-51
Zoho Rolls Out New Zoho CRM Free Edition II-51
mGage Unveils New Campaign Management and Analytics Platform II-51
NetSuite Unveils NetSuite BPO Partner Program II-51
Zoho Upgrades Zoho CRM with the Inclusion of Zoho CRM for
Google AdWords II-51
Zoho Rolls Out Zoho CRM Plus II-52
Pipeliner CRM Unveils New Version of Pipeliner CRM Software II-52
Amdocs Unveils Amdocs CES 9 Suite for Customer Experience II-52
Galigeo Introduces New Galigeo-for-CRM Location Intelligence
Software Solution II-52
WorkWise Introduces CRM Mobile-Equipped OnContact CRM 7.6 II-52
ScottCare to Unveil OneView™ CRM 4.0 Software II-52
Veeva Systems Unveils Cloud-based Veeva Network II-53
Veeva Systems Unveils New CLM and CRM Solution Designed for
Use on Windows 8 Operating System II-53
iYogi Announces Introduction of Digital Services Cloud CRM
Solution II-53
StayinFront to Showcase Fact-based and Cloud-based Solutions II-53
SugarCRM Introduces New Managed Sugar Private Cloud Solution II-53
InsideView® Announces Integration of SAP Customer OnDemand and
SAP® CRM with InsideView CRM Sales Intelligence Solution II-54
Ntractive Launches Elements CRM 5.0 Solution II-54
Demand Advantage Launches Auto Shop Advantage System II-54
SutiSoft Unveils SutiCRM 6.0.3 CRM II-54
One E Systems Introduces 1ESystems Cloud-based Integrated
Automation Platform II-54
Dominion Dealer Solutions Launches Web-based Dominion CRM
Platform II-54
Salesforce.com Unveils Salesforce Company Communities II-55
Salesforce.com Unveils Salesforce Social.com™ Social
Advertising Application II-55
Salesforce.com Unveils Salesforce Chatter CRM II-55
Oracle Introduces Oracle RightNow Cloud Service II-55
Oracle Partners Develop Oracle Accelerate Solutions II-55
Infor Launches Cloud Version of Epiphany Interaction Advisor II-55
Avaya Unveils Outbound Contact Express CRM Solution II-56
OnviSource Announces Availability of OnviCenter Range through
Avaya II-56
HP Enterprise Services Unveils HP Customer Engagement as a
Service II-56
Avaya Introduces New Analytics and Customer Interaction Solutions II-56
AvePoint Unveils Microsoft Dynamics CRM Product Range II-56
SalesFUSION Introduces New Version of SalesFUSION 360 for Sage
CRM II-56
Aptean Rolls Out Saratoga 6.8.1 II-57
Cegedim Relationship Management Unveils New Version of
Organization Manager II-57
Resco Rolls Outy New Extra Modules for Resco Mobile CRM II-57
Epicor Software Launches Epicor Retail CRM 7.0 II-57
HomeFront Software to Unveil CRM Software for Home Builders II-57
Sales Simplicity Software Unveils CRM System II-57
AMC Technology to Introduce Contact Canvas 2013 Winter Release II-58
Swiftpage Introduces Saleslogix Mobile Solution II-58
Salesforce.com Introduces Salesforce Communities II-58
Aptean Launches Onyx 7.4 CRM Solution II-58
SugarCRM Launches CRM App for iOS Devices II-58
Cincom Systems Enhances Cincom Acquire® Integration with
Microsoft Dynamics® CRM II-58
SplendidCRM Software Launches SplendidCRM Version 7.1 II-59
Zoho Introduces New Upgrades for Zoho CRM II-59
Statera Introduces New Customer Relationship Management System II-59
Converge Enterprise to Introduce Beta Version of Converge
Enterprise CRM Platform II-59
Zurmo Unveils Zurmo 1.5 CRM II-59
CWR Mobility Introduces Mobile First Initiative II-59
Commence Launches New Version of its CRM Software II-60
Soffront Software Introduces CRM Solution for Business
Coaching Industry II-60
Specialty Data Systems Introduces SDS CRM for Broadcasters II-60
Cegedim Relationship Management Rolls Out Mobile Intelligence
9 CRM Solution II-60
CTG and Engage One to Introduce CRM Solution for
Pharmaceutical Industry II-60
WorldWideMarkets Unveils IB Explorer CRM II-60
Access UK Launches aCloud CRM SaaS Platform II-61
Acidaes Solutions Upgrades CRMnext Mailing List Functionality II-61
CRMnext Introduces Strategy Consonants Functionality II-61
SmartRx Launches Customer Relationship Management Solutions
for Healthcare Providers II-61
CRMnext Launches Workspaces Module File Repository II-61

6. RECENT INDUSTRY ACTIVITY II-62
Edgewater Technology Acquires Zero2Ten II-62
SugarCRM Acquires Stitch II-62
Veeva Systems to Implement Multichannel CRM for GSK II-62
Microsoft Dynamics Selects InsideSales.com As Global
Independent Solutions Vendor Partner II-62
T-Systems Commences SugarCRM Software Hosting Service in Germany II-62
Infor Takes Over Saleslogix from Swiftpage II-62
IMS Health to acquire Cegedim's CRM Business II-63
SYNNEX Takes Over IBM's CRM Business II-63
Microsoft Dynamics CRM to Takeover Parature II-63
Salesforce Takes Over RelateIQ II-63
NetSuite to Provide NetSuite SuiteCommerce to Cleaner's Supply II-63
Salesforce.com Joins Hands with Omnicom Group II-63
Cegedim Relationship Management Bags New Contract from Pernix
Therapeutics II-63
Infor Makes Significant Investments in Infor CRM II-64
VetAdvisor Selects SugarCRM II-64
SugarCRM Teams Up with Dun & Bradstreet II-64
ImmobilienScout24 Takes Over FLOWFACT II-64
Salesforce.com Takes Over ExactTarget II-64
Leading CRM Experts Consortium Establishes Access 2 Insight II-64
Salesnet® Replaces Existing Communication Manager with
Microsoft Word Add-In in Salesnet CRM Solution II-65
EnablePath Secures GOLD PARTNER Status from Salesforce.com II-65
NextPrinciples Implements Insight-To-Action CRM Platform for
New Clients II-65
Microsoft Announces Integration of MarketingPilot with
Dynamics CRM II-65
Fundly Enters into Partnership with Bloomerang II-65
IMS Health Acquires 360 Vantage II-65
Trulia to Take Over Market Leader II-66
Backstop Solutions Group Takes Over PerTrac CMS Product Line
from eVestment II-66
Epicom and Easy Solutions Enter into Partnership for Launch of
SugarCRM Hosting Platform II-66
Edgewater Fullscope Acquires TPM Software Intellectual Property II-66
IMS Health Takes Over Appature II-66
Sonoma Partners Snaps Up Salesforce.com Consulting Division
from Technology Services Group II-66
Protection 1 Acquires Certain Pinnacle Security Assets II-67
Yodle Takes Over Lighthuse Practice Management Group II-67



TOA Technologies Renews Global Partnership with Amdocs II-67
NetSuite Takes Over Retail Anywhere II-67
Infor Acquires TDCI II-67
Infor Acquires CERTPOINT Systems II-67
SteelHouse Enters into Partnership with LiveRamp II-68
InvisibleCRM and SAP Ink OEM Agreement II-68
InsideView® Integrates InsideView CRM Sales Intelligence
Platform with SAP Software Products II-68
Consona Merges with CDC Software to Establish Aptean II-68
Maximizer Software Inks Agreement with Hubspot II-68
ADS DataSystems Takes Over THINQ Business Solutions II-68
SAP to Takeover hybris II-69
SAP to Take Over Ticket-Web II-69
Sage Pay Enters into Collaboration with Enbu Consulting for
Sage CRM Integration II-69
Swiftpage Acquires Saleslogix and Sage Act! CRM Businesses
from The Sage Group II-69
Advanced Computer Software Group Purchases Computer Software
Holdings II-69
Microsoft Takes Over Netbreeze II-69
CWR Mobility Enters into Partnership with Industrial Software II-70
eFuture Information Technology Signs Agreement with Guofang Group II-70
Wherescape Enters into Partnership with Path ITTS for
WhereScape 3D and WhereScape RED II-70
Amadeus IT Holding Takes Over Hitit Loyalty from Hitit
Computer Services II-70

7. FOCUS ON SELECT GLOBAL PLAYERS II-71
Adapt Software Applications, Inc. (US) II-71
Adobe Systems Incorporated (US) II-71
Amdocs, Inc. (US) II-71
Aplicor, Inc. (US) II-71
Aptean (US) II-72
Cegedim (US) II-72
Concursive Corporation (US) II-73
Convergys Corp. (US) II-73
Huawei Technologies Co., Ltd. (China) II-73
Infor Global Solutions, Inc. (US) II-74
Maximizer Software, Inc. (Canada) II-74
Microsoft Corporation (US) II-74
NetSuite, Inc. (US) II-75
Oracle Corp. (US) II-75
The Sage Group plc (UK) II-75
Salesforce.com, Inc. (US) II-76
SAP AG (Germany) II-76
SAS Institute, Inc. (US) II-76
Selligent SA (Belgium) II-77
SplendidCRM Software, Inc. (US) II-77
SugarCRM, Inc. (US) II-77
SYNNEX Corporation (US) II-77
Vtiger (US) II-78
WebCRM (Denmark) II-78
ZOHO Corporation (US) II-79


8. GLOBAL MARKET PERSPECTIVE II-80
Table 13: World Recent Past, Current and Future Analysis for
Customer Relationship Management (CRM) Software by Geographic
Region - US, Canada, Japan, Europe, Asia-Pacific (excluding
Japan), Latin America, and Rest of World Markets Independently
Analyzed with Annual Revenues in US$ Million for Years 2014
through 2020 (includes corresponding Graph/Chart) II-80

Table 14: World Historic Review for Customer Relationship
Management (CRM) Software by Geographic Region - US, Canada,
Japan, Europe, Asia-Pacific (excluding Japan), Latin America,
and Rest of World Markets Independently Analyzed with Annual
Revenues in US$ Million for Years 2009 through 2013 (includes
corresponding Graph/Chart) II-81

Table 15: World 12-Year Perspective for Customer Relationship
Management (CRM) Software by Geographic Region - Percentage
Breakdown of Revenues for US, Canada, Japan, Europe,
Asia-Pacific (excluding Japan), Latin America, and Rest of
World Markets for Years 2009, 2015, and 2020 (includes
corresponding Graph/Chart) II-82

Table 16: World Recent Past, Current and Future Analysis for
Customer Relationship Management (CRM) Software by Functional
Area - Sales Force Automation, Customer Support, Marketing
Automation and e-commerce Independently Analyzed with Annual
Revenues in US$ Million for Years 2014 through 2020 (includes
corresponding Graph/Chart) II-83

Table 17: World Historic Review for Customer Relationship
Management (CRM) Software by Functional Area - Sales Force
Automation, Customer Support, Marketing Automation and
e-commerce Independently Analyzed with Annual Revenues in US$
Million for Years 2009 through 2013 (includes corresponding
Graph/Chart) II-84

Table 18: World 12-Year Perspective for Customer Relationship
Management (CRM) Software by Functional Area - Percentage
Breakdown of Revenues for Sales Force Automation, Customer
Support, Marketing Automation and e-commerce for Years 2009,
2015, and 2020 (includes corresponding Graph/Chart) II-85

Table 19: World Recent Past, Current and Future Analysis for
On-Premise CRM Software by Geographic Region - US, Canada,
Japan, Europe, Asia-Pacific (excluding Japan), Latin America,
and Rest of World Markets Independently Analyzed with Annual
Revenues in US$ Million for Years 2014 through 2020 (includes
corresponding Graph/Chart) II-86

Table 20: World Historic Review for On-Premise CRM Software by
Geographic Region - US, Canada, Japan, Europe, Asia-Pacific
(excluding Japan), Latin America, and Rest of World Markets
Independently Analyzed with Annual Revenues in US$ Million for
Years 2009 through 2013 (includes corresponding Graph/Chart) II-87

Table 21: World 12-Year Perspective for On-Premise CRM
Software by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Japan, Europe, Asia-Pacific
(excluding Japan), Latin America, and Rest of World Markets
for Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) II-88

Table 22: World Recent Past, Current and Future Analysis for
SaaS CRM Software by Geographic Region - US, Canada, Japan,
Europe, Asia-Pacific (excluding Japan), Latin America, and
Rest of World Markets Independently Analyzed with Annual
Revenues in US$ Million for Years 2014 through 2020 (includes
corresponding Graph/Chart) II-89

Table 23: World Historic Review for SaaS CRM Software by
Geographic Region - US, Canada, Japan, Europe, Asia-Pacific
(excluding Japan), Latin America, and Rest of World Markets
Independently Analyzed with Annual Revenues in US$ Million for
Years 2009 through 2013 (includes corresponding Graph/Chart) II-90

Table 24: World 12-Year Perspective for SaaS CRM Software by
Geographic Region - Percentage Breakdown of Revenues for US,
Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin
America, and Rest of World Markets for Years 2009, 2015, and
2020 (includes corresponding Graph/Chart) II-91


III. MARKET

1. THE UNITED STATES III-1
A.Market Analysis III-1
Outlook III-1
Mobile CRM Gains Pace III-1
Table 25: US Mobile Worker Population (2014): Percentage
Breakdown of Number of Mobile Workers by Nature of Work -
Mobile Office, Mobile Non-Office, & Mobile Home Based
(includes corresponding Graph/Chart) III-2
US Real Estate Enterprises Prefer CRM III-2
CRM Software Comes Handy to Treatment Centers III-3
Market Share Findings III-3
Table 26: Leading Players in the US CRM Market (2014):
Percentage Share Breakdown of Revenues for Microsoft,
Oracle, Salesforce, SAP and Others (includes corresponding
Graph/Chart) III-3
Product Launches III-4
Strategic Corporate Developments III-13
Select Players III-19
B.Market Analytics III-25
Table 27: US Recent Past, Current and Future Analysis for
Customer Relationship Management (CRM) Software by Type -
On-Premise CRM and SaaS CRM Independently Analyzed with
Annual Revenues in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-25

Table 28: US Historic Review for Customer Relationship
Management (CRM) Software by Type - On-Premise CRM and SaaS
CRM Independently Analyzed with Annual Revenues in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-26

Table 29: US 12-Year Perspective for Customer Relationship
Management (CRM) Software by Type - Percentage Breakdown of
Revenues for On-Premise CRM and SaaS CRM for Years 2009,
2015, and 2020 (includes corresponding Graph/Chart) III-27

2. CANADA III-28
A.Market Analysis III-28
Outlook III-28
Product Launch III-28
Strategic Corporate Developments III-28
Maximizer Software, Inc. - A Major Canadian Player III-29
B.Market Analytics III-29
Table 30: Canadian Recent Past, Current and Future Analysis
for Customer Relationship Management (CRM) Software by Type -
On-Premise CRM and SaaS CRM Independently Analyzed with
Annual Revenues in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-29

Table 31: Canadian Historic Review for Customer Relationship
Management (CRM) Software by Type - On-Premise CRM and SaaS
CRM Independently Analyzed with Annual Revenues in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-30

Table 32: Canadian 12-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-31

3. JAPAN III-32
A.Market Analysis III-32
Outlook III-32
B.Market Analytics III-32
Table 33: Japanese Recent Past, Current and Future Analysis
for Customer Relationship Management (CRM) Software by Type -
On-Premise CRM and SaaS CRM Independently Analyzed with
Annual Revenues in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-32

Table 34: Japanese Historic Review for Customer Relationship
Management (CRM) Software by Type - On-Premise CRM and SaaS
CRM Independently Analyzed with Annual Revenues in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-33

Table 35: Japanese 12-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-34

4. EUROPE III-35
A.Market Analysis III-35
Outlook III-35
B.Market Analytics III-36
Table 36: European Recent Past, Current and Future Analysis
for Customer Relationship Management (CRM) Software by
Geographic Region - France, Germany, Italy, UK, Spain,
Russia, and Rest of Europe Markets Independently Analyzed
with Annual Revenues in US$ Thousand for Years 2014 through
2020 (includes corresponding Graph/Chart) III-36

Table 37: European Historic Review for Customer Relationship
Management (CRM) Software by Geographic Region - France,
Germany, Italy, UK, Spain, Russia, and Rest of Europe
Markets Independently Analyzed with Annual Revenues in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-37

Table 38: European 12-Year Perspective for Customer
Relationship Management (CRM) Software by Geographic Region -
Percentage Breakdown of Revenues for France, Germany,
Italy, UK, Spain, Russia, and Rest of Europe Markets for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-38

Table 39: European Recent Past, Current and Future Analysis
for Customer Relationship Management (CRM) Software by Type -
On-Premise CRM and SaaS CRM Independently Analyzed with
Annual Revenues in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-39

Table 40: European Historic Review for Customer Relationship
Management (CRM) Software by Type - On-Premise CRM and SaaS
CRM Independently Analyzed with Annual Revenues in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-40

Table 41: European 12-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-41

4a. FRANCE III-42
A.Market Analysis III-42
Outlook III-42
Market Scenario III-42
Strategic Corporate Developments III-42
B.Market Analytics III-43
Table 42: French Recent Past, Current and Future Analysis
for Customer Relationship Management (CRM) Software by Type -
On-Premise CRM and SaaS CRM Independently Analyzed with
Annual Revenues in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-43

Table 43: French Historic Review for Customer Relationship
Management (CRM) Software by Type - On-Premise CRM and SaaS
CRM Independently Analyzed with Annual Revenues in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-44

Table 44: French 12-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-45

4b. GERMANY III-46
A.Market Analysis III-46
Outlook III-46
Market Overview III-46
Strategic Corporate Developments III-46
SAP AG - A Major German Player III-47
B.Market Analytics III-48
Table 45: German Recent Past, Current and Future Analysis
for Customer Relationship Management (CRM) Software by Type -
On-Premise CRM and SaaS CRM Independently Analyzed with
Annual Revenues in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-48

Table 46: German Historic Review for Customer Relationship
Management (CRM) Software by Type - On-Premise CRM and SaaS
CRM Independently Analyzed with Annual Revenues in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-49

Table 47: German 12-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-50

4c. ITALY III-51
A.Market Analysis III-51
Outlook III-51
B.Market Analytics III-51
Table 48: Italian Recent Past, Current and Future Analysis
for Customer Relationship Management (CRM) Software by Type -
On-Premise CRM and SaaS CRM Independently Analyzed with
Annual Revenues in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-51

Table 49: Italian Historic Review for Customer Relationship
Management (CRM) Software by Type - On-Premise CRM and SaaS
CRM Independently Analyzed with Annual Revenues in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-52

Table 50: Italian 12-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-53

4d. THE UNITED KINGDOM III-54
A.Market Analysis III-54
Outlook III-54
Industry Outlook III-54
Product Launches III-54
Strategic Corporate Developments III-55
The Sage Group plc - A Major UK Player III-55
B.Market Analytics III-56
Table 51: UK Recent Past, Current and Future Analysis for
Customer Relationship Management (CRM) Software by Type -
On-Premise CRM and SaaS CRM Independently Analyzed with
Annual Revenues in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-56

Table 52: UK Historic Review for Customer Relationship
Management (CRM) Software by Type - On-Premise CRM and SaaS
CRM Independently Analyzed with Annual Revenues in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-57

Table 53: UK 12-Year Perspective for Customer Relationship
Management (CRM) Software by Type - Percentage Breakdown of
Revenues for On-Premise CRM and SaaS CRM for Years 2009,
2015, and 2020 (includes corresponding Graph/Chart) III-58

4e. SPAIN III-59
A.Market Analysis III-59
Outlook III-59
B.Market Analytics III-59
Table 54: Spanish Recent Past, Current and Future Analysis
for Customer Relationship Management (CRM) Software by Type -
On-Premise CRM and SaaS CRM Independently Analyzed with
Annual Revenues in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-59

Table 55: Spanish Historic Review for Customer Relationship
Management (CRM) Software by Type - On-Premise CRM and SaaS
CRM Independently Analyzed with Annual Revenues in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-60

Table 56: Spanish 12-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-61

4f. RUSSIA III-62
A.Market Analysis III-62
Outlook III-62
Market Overview III-62
B.Market Analytics III-63
Table 57: Russian Recent Past, Current and Future Analysis
for Customer Relationship Management (CRM) Software by Type -
On-Premise CRM and SaaS CRM Independently Analyzed with
Annual Revenues in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-63

Table 58: Russian Historic Review for Customer Relationship
Management (CRM) Software by Type - On-Premise CRM and SaaS
CRM Independently Analyzed with Annual Revenues in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-64

Table 59: Russian 12-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-65

4g. REST OF EUROPE III-66
A.Market Analysis III-66
Outlook III-66
Strategic Corporate Developments III-66
Select Players III-66
B.Market Analytics III-68
Table 60: Rest of Europe Recent Past, Current and Future
Analysis for Customer Relationship Management (CRM) Software
by Type - On-Premise CRM and SaaS CRM Independently Analyzed
with Annual Revenues in US$ Thousand for Years 2014 through
2020 (includes corresponding Graph/Chart) III-68

Table 61: Rest of Europe Historic Review for Customer
Relationship Management (CRM) Software by Type - On-Premise
CRM and SaaS CRM Independently Analyzed with Annual Revenues
in US$ Thousand for Years 2009 through 2013 (includes
corresponding Graph/Chart) III-69

Table 62: Rest of Europe 12-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-70

5. ASIA-PACIFIC III-71
A.Market Analysis III-71
Outlook III-71
The Fastest Growing Regional Market III-71
B.Market Analytics III-72
Table 63: Asia-Pacific Recent Past, Current and Future
Analysis for Customer Relationship Management (CRM) Software
by Geographic Region - Australia, China, India, South Korea,
and Rest of Asia-Pacific Markets Independently Analyzed with
Annual Revenues in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-72

Table 64: Asia-Pacific Historic Review for Customer
Relationship Management (CRM) Software by Geographic Region -
Australia, China, India, South Korea, and Rest of
Asia-Pacific Markets Independently Analyzed with Annual
Revenues in US$ Thousand for Years 2009 through 2013
(includes corresponding Graph/Chart) III-73

Table 65: Asia-Pacific 12-Year Perspective for Customer
Relationship Management (CRM) Software by Geographic Region -
Percentage Breakdown of Revenues for Australia, China,
India, South Korea, and Rest of Asia-Pacific Markets for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-74

Table 66: Asia-Pacific Recent Past, Current and Future
Analysis for Customer Relationship Management (CRM) Software
by Type - On-Premise CRM and SaaS CRM Independently Analyzed
with Annual Revenues in US$ Thousand for Years 2014 through
2020 (includes corresponding Graph/Chart) III-75

Table 67: Asia-Pacific Historic Review for Customer
Relationship Management (CRM) Software by Type - On-Premise
CRM and SaaS CRM Independently Analyzed with Annual Revenues
in US$ Thousand for Years 2009 through 2013 (includes
corresponding Graph/Chart) III-76

Table 68: Asia-Pacific 12-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-77

5a. AUSTRALIA III-78
A.Market Analysis III-78
Outlook III-78
B.Market Analytics III-78
Table 69: Australian Recent Past, Current and Future
Analysis for Customer Relationship Management (CRM) Software
by Type - On-Premise CRM and SaaS CRM Independently Analyzed
with Annual Revenues in US$ Thousand for Years 2014 through
2020 (includes corresponding Graph/Chart) III-78

Table 70: Australian Historic Review for Customer
Relationship Management (CRM) Software by Type - On-Premise
CRM and SaaS CRM Independently Analyzed with Annual Revenues
in US$ Thousand for Years 2009 through 2013 (includes
corresponding Graph/Chart) III-79

Table 71: Australian 12-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-80

5b. CHINA III-81
A.Market Analysis III-81
Outlook III-81
Market Scenario III-81
Competitive Scenario III-81
Market Share Findings III-82
Table 72: Leading Players in the Chinese CRM Software
Market (2014): Percentage Share Breakdown of Dollar Sales
for Adobe, Kingdee, Oracle, SAP, Yonyou and Others
(includes corresponding Graph/Chart) III-82
Strategic Corporate Development III-82
Huawei Technologies Co., Ltd. - A Major Chinese Player III-82
B.Market Analytics III-83
Table 73: Chinese Recent Past, Current and Future Analysis
for Customer Relationship Management (CRM) Software by Type -
On-Premise CRM and SaaS CRM Independently Analyzed with
Annual Revenues in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-83

Table 74: Chinese Historic Review for Customer Relationship
Management (CRM) Software by Type - On-Premise CRM and SaaS
CRM Independently Analyzed with Annual Revenues in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-84

Table 75: Chinese 12-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-85

5c. INDIA III-86
A.Market Analysis III-86
Outlook III-86
Market Scenario III-86
Product Launches III-87
B.Market Analytics III-88
Table 76: Indian Recent Past, Current and Future Analysis
for Customer Relationship Management (CRM) Software by Type -
On-Premise CRM and SaaS CRM Independently Analyzed with
Annual Revenues in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-88

Table 77: Indian Historic Review for Customer Relationship
Management (CRM) Software by Type - On-Premise CRM and SaaS
CRM Independently Analyzed with Annual Revenues in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-89

Table 78: Indian 12-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-90

5d. SOUTH KOREA III-91
A.Market Analysis III-91
Outlook III-91
B.Market Analytics III-91
Table 79: South Korean Recent Past, Current and Future
Analysis for Customer Relationship Management (CRM) Software
by Type - On-Premise CRM and SaaS CRM Independently Analyzed
with Annual Revenues in US$ Thousand for Years 2014 through
2020 (includes corresponding Graph/Chart) III-91

Table 80: South Korean Historic Review for Customer
Relationship Management (CRM) Software by Type - On-Premise
CRM and SaaS CRM Independently Analyzed with Annual Revenues
in US$ Thousand for Years 2009 through 2013 (includes
corresponding Graph/Chart) III-92

Table 81: South Korean 12-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-93

5e. REST OF ASIA-PACIFIC III-94
A.Market Analysis III-94
Outlook III-94
CRM Opportunities Vietnam - A Review III-94
B.Market Analytics III-95
Table 82: Rest of Asia-Pacific Recent Past, Current and
Future Analysis for Customer Relationship Management (CRM)
Software by Type - On-Premise CRM and SaaS CRM Independently
Analyzed with Annual Revenues in US$ Thousand for Years 2014
through 2020 (includes corresponding Graph/Chart) III-95

Table 83: Rest of Asia-Pacific Historic Review for Customer
Relationship Management (CRM) Software by Type - On-Premise
CRM and SaaS CRM Independently Analyzed with Annual Revenues
in US$ Thousand for Years 2009 through 2013 (includes
corresponding Graph/Chart) III-96

Table 84: Rest of Asia-Pacific 12-Year Perspective for
Customer Relationship Management (CRM) Software by Type -
Percentage Breakdown of Revenues for On-Premise CRM and SaaS
CRM for Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-97

6. LATIN AMERICA III-98
A.Market Analysis III-98
Outlook III-98
Market Overview III-98
B.Market Analytics III-99
Table 85: Latin American Recent Past, Current and Future
Analysis for Customer Relationship Management (CRM) Software
by Geographic Region - Brazil and Rest of Latin America
Markets Independently Analyzed with Annual Revenues in US$
Thousand for Years 2014 through 2020 (includes corresponding
Graph/Chart) III-99

Table 86: Latin American Historic Review for Customer
Relationship Management (CRM) Software by Geographic Region -
Brazil and Rest of Latin America Markets Independently
Analyzed with Annual Revenues in US$ Thousand for Years 2009
through 2013 (includes corresponding Graph/Chart) III-100

Table 87: Latin American 12-Year Perspective for Customer
Relationship Management (CRM) Software by Geographic Region -
Percentage Breakdown of Revenues for Brazil and Rest of
Latin America Markets for Years 2009, 2015, and 2020
(includes corresponding Graph/Chart) III-101

Table 88: Latin American Recent Past, Current and Future
Analysis for Customer Relationship Management (CRM) Software
by Type - On-Premise CRM and SaaS CRM Independently Analyzed
with Annual Revenues in US$ Thousand for Years 2014 through
2020 (includes corresponding Graph/Chart) III-102

Table 89: Latin American Historic Review for Customer
Relationship Management (CRM) Software by Type - On-Premise
CRM and SaaS CRM Independently Analyzed with Annual Revenues
in US$ Thousand for Years 2009 through 2013 (includes
corresponding Graph/Chart) III-103

Table 90: Latin American 12-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2015, and 2020 (includes corresponding
Graph/Chart) III-104

6a. BRAZIL III-105
A.Market Analysis III-105
Outlook III-105
Strategic Corporate Development III-105
B.Market Analytics III-106
Table 91: Brazilian Recent Past, Current and Future Analysis
for Customer Relationship Management (CRM) Software by Type -
On-Premise CRM and SaaS CRM Independently Analyzed with
Annual Re
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