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IBM Cloud Authors: Adrian Bridgwater, Liz McMillan, Elizabeth White, Carmen Gonzalez, XebiaLabs Blog

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Global Customer Relationship Management (CRM) Software Industry

NEW YORK, Feb. 11, 2014 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

Global Customer Relationship Management (CRM) Software Industry
http://www.reportlinker.com/p01921270/Global-Customer-Relationship-Management-CRM-Software-Industry.html#utm_source=prnewswire&utm_medium=pr&utm_campaign=Solution_Integration

This report analyzes the worldwide markets for Customer Relationship Management (CRM) Software in US$ Million by the following Types: On-Premise CRM, & 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 2009 through 2018. 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 183 companies including many key and niche players such as -
37Signals, LLC
Adapt Software Applications, Inc.
Adobe Systems Incorporated
Amdocs, Inc.
Aplicor, Inc.
Aptean
Cegedim
Concursive Corporation

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-2
Product Definitions and Scope of Study I-3

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
Growing Enterprise-Level Focus on Customer-Centric Business
Operations Sets Perfect Stage for Increased Spending on CRM
Software II-3
Emergence of Smarter Customers Makes CRM Software Spending a
'Need' Rather than an Option for Enterprises II-3
CRM Software Spending - Fairly Resilient Against Periods of
Economic Slowdown II-3
Factors that Make CRM Software a Sensible Investments in a
Weak Economy II-4
Low Cost SaaS CRM Model - Best Bet for Enterprises in Weak

Economic Scenario II-5
Outlook II-5
Competitive Scenario II-6
Acquisitions Changing Landscape of CRM Solutions Market in
Recent Years II-6
Market Share Analysis II-7
Table 1: World Leading Vendors of CRM Software (2013E):
Percentage Breakdown of Revenues by Company -
Salesforce.com, SAP, Oracle, Microsoft Dynamics, IBM, and
Others (includes corresponding Graph/Chart) II-7
A Comparative Analysis of the Big Three II-8
Competition in the Social CRM Market: II-8
Table 2: World Leading Vendors of Social CRM Software
(2012): Percentage Breakdown of Revenues by Company -
Bazaarvoice, Salesforce.com, Oracle, Lithium, Jive, and
Others (includes corresponding Graph/Chart) II-8

2. NOTEWORTHY TRENDS, GROWTH DRIVERS & ISSUES II-9

Developed Nations - Leading the CRM Adoption II-9
Developing Markets to Turbo Charge Future Growth in the Market II-9
Sales Force Automation Software - The Traditional Revenue
Contributor II-9
SFA for Efficient Sales Forecasting - A Key Business Scenario II-10
Table 3: Global Market for Sales Force Automation Software
(2012): Percentage Share Breakdown of Revenue by
Country/Region (includes corresponding Graph/Chart) II-11
Marketing Automation Software Continues to Grow in Prominence II-11
CRM Software - Helping Increase Effectiveness of Loyalty
Programs II-12
Customer Services & Support Made Easy with Efficient CRM Software II-12
E-Commerce to Witness Accelerated Growth II-13
Growing Functional IT Budgets - An Indication of True
Potential in Store for CRM Software II-13
Still Plenty of Room to Grow II-14
Table 4: World CRM Software Market (2013E): Adoption Rates
Measured as Percentage Share of Companies Adopting CRM
Software in Select End-Use Sectors (includes corresponding
Graph/Chart) II-14

Product Developments Boost Market Prospects II-15
Traditional CRM Software Gives Way to New Age Software Solutions II-15
Table 5: CRM Software Market (2000 & 2012): Percentage Share
Breakdown of Revenue by Software Generation (includes
corresponding Graph/Chart) II-15
Social CRM Grows in Popularity II-16
Participation on Social Networking Sites - Key Benefits for
Enterprises II-16
Social CRM Market to Register Strong Growth in Coming Years II-17
Opportunity Indicators II-18
Table 6: World Penetration Rates (%) and Number of Users of
Internet and Social Networks (includes corresponding
Graph/Chart) II-18

Table 7: World Social Media Penetration Rates (%) by
Region: 2013 (includes corresponding Graph/Chart) II-19
Companies Integrating CRM with ERP for Improving Sales
Effectiveness II-19
Online CRM Systems Enable Deliverance of Enhanced Customer
Service at Lower Cost II-19
CRM and Telephony Services Integration to Improve Quality of
Telemarketing, Sales & Customer Service Operations II-20
SaaS CRM to Garner Greater Share of Enterprise Spending over
On-Premise CRM II-20
'Cloud Technology': Optimally Positioned to Deliver CRM
Software On-Demand II-20
Cloud Based SaaS CRM: The New Paradigm for Low-Cost CRM Strategy II-21

Internet Backs Success of On Demand SaaS CRM Model II-22
SMBs - The Most Lucrative Consumer Cluster for SaaS CRM II-22
Mobile CRM to Lend Traction to CRM Software Market II-23
Growing Popularity of Mobile SFA - A Case in Point II-24
Developments in Mobile Internet Technologies Take Mobile CRM
Solutions a Step Further II-24
Opportunity Indicators for Mobile CRM II-25
Table 8: Worldwide Worker Population (2008 & 2012):
Breakdown of Number of Workers (in Millions) by Nature of
Work - Mobile & Non-Mobile (includes corresponding
Graph/Chart) II-25

Table 9: Worldwide Mobile Worker Population (2012):
Percentage Breakdown of Number of Mobile Workers (in
Millions) by Nature of Work - Mobile Office, Mobile
Non-Office & Mobile Home Based (includes corresponding
Graph/Chart) II-26

Table 10: Worldwide Mobile Workforce (2012): Percentage
Share Breakdown of Number of Mobile Workers by Region
(includes corresponding Graph/Chart) II-26
Retail Sector - Driving Significant Gains in the CRM Market II-26
CRM Market Expected to Witness Considerable Growth in Telecom

Sector in Near Future II-26
Key Issues & Challenges II-27
Lower User Adoption II-27
High Failure Rates II-27
Software Complexity II-27
Data Security Concerns II-28
Answering Data Security Concerns - A High Priority for
Enterprises & Software Vendors II-28

3. PRODUCT OVERVIEW II-29
An Introduction II-29
What is Customer Relationship Management (CRM)? II-29
Evolution of CRM II-30
First-Generation CRM II-30
Second-Generation CRM II-31
Third-Generation CRM II-31
Major CRM Constituencies II-31
Enterprises II-31
Customers and Partners II-31
CRM Software Vendors II-32
CRM Application Service Providers II-32
CRM Hardware and Infrastructure Vendors II-32
Management Consultants II-32
Types of CRM II-32
Based on Components II-32

Operational II-32
Sales-Force Automation II-32
Marketing Automation II-33
Service Automation II-33
Collaborative II-34
Customer Interaction Center II-34
Internet and eCRM II-34
Contact Management II-34
Analytical II-34
Sales Analysis II-35
Marketing Analysis II-35
Service Analysis II-35
Strategic II-35
Based on Deployment Options II-35
On-Premise II-36
Vendor-Managed On-Premise II-36
Multi-Tenant Software-as-a-Service II-36
Single-Tenant Software-as-a-Service II-37
Hybrid II-37
Open Source II-37
Key Factors to be Considered Prior to Selecting an Appropriate
CRM Deployment II-37
Common CRM Models II-38
IDIC Model II-38
The QCi Model II-39

Francis Buttle Model II-39
Payne's Five-Process Model II-39
Gartner Competency Model II-39
Benefits II-39
Potential Disadvantages of CRM Implementations II-40
Common Misconceptions Associated with CRM II-41
Application of CRM in Select End-Use Sectors II-41
Automotive II-42
Consumer Goods II-42
High-Tech II-42
Banks II-42
Insurance II-42
Life Sciences II-43
Healthcare II-43
Biotech II-43
Higher Education II-43
Real Estate II-44
Utilities II-44
Non-Profit Organizations II-44

4. PRODUCT LAUNCHES/INTRODUCTIONS II-45
Swiftpage Introduces Saleslogix Mobile Solution II-45
Salesforce.com Introduces Salesforce Communities II-45
Aptean Launches Onyx 7.4 CRM Solution II-46
Microsoft Announces Integration of MarketingPilot with
Dynamics CRM II-46
SugarCRM Launches CRM App for iOS Devices II-46
Cincom Systems Enhances Cincom Acquire® Integration with
Microsoft Dynamics® CRM II-46
Acidaes Solutions Upgrades CRMnext Mailing List Functionality II-47
CRMnext Introduces Strategy Consonants Functionality II-47
SplendidCRM Software Launches SplendidCRM Version 7.1 II-47
SplendidCRM Software Rolls Out SplendidCRM Version 7.0 II-47
Zoho Introduces New Upgrades for Zoho CRM II-48
CTG and Engage One to Introduce CRM Solution for
Pharmaceutical Industry II-48
Statera Introduces New Customer Relationship Management System II-49
SmartRx Launches Customer Relationship Management Solutions
for Healthcare Providers II-49
Cegedim Relationship Management Rolls Out Mobile Intelligence
9 CRM Solution II-49
Converge Enterprise to Introduce Beta Version of Converge
Enterprise CRM Platform II-50
Zurmo Unveils Zurmo 1.5 CRM II-50
Blackbaud Unveils New Version of Blackbaud CRM II-51
Matrix Solutions Launches New Version of CRM & Sales Analytics
Software II-51

Cloudi Unveils Cloudi for Salesforce Cloud-Based Backup System II-51
WorldWideMarkets Unveils IB Explorer CRM II-52
Demand Advantage Launches Auto Shop Advantage System II-52
SutiSoft Unveils SutiCRM 6.0.3 CRM II-52
One E Systems Introduces 1ESystems Cloud-based Integrated
Automation Platform II-53
Dominion Dealer Solutions Launches Web-based Dominion CRM
Platform II-53
Flint Mobile Introduces Enhancements to Flint Application II-54
Salesforce.com Unveils Salesforce Company Communities II-54
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-56
Infor Launches Cloud Version of Epiphany Interaction Advisor II-56
Avaya Unveils Outbound Contact Express CRM Solution II-57
OnviSource Announces Availability of OnviCenter Range through
Avaya II-57
HP Enterprise Services Unveils HP Customer Engagement as a
Service II-57
Avaya Introduces New Analytics and Customer Interaction Solutions II-58
AvePoint Unveils Microsoft Dynamics CRM Product Range II-58
SalesFUSION Introduces New Version of SalesFUSION 360 for Sage
CRM II-59
ADempiere Launches New Version of Adempiere ERP System II-59
Access UK Launches aCloud CRM SaaS Platform II-59

CRMnext Launches Workspaces Module File Repository II-60
CWR Mobility Introduces Mobile First Initiative II-60
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-61
Amdocs Unveils Amdocs CES 9 Suite for Customer Experience II-61
Epicor Software Launches Epicor Retail CRM 7.0 II-62
Galigeo Introduces New Galigeo-for-CRM Location Intelligence
Software Solution II-62
WorkWise Introduces CRM Mobile-Equipped OnContact CRM 7.6 II-63
ScottCare to Unveil OneView™ CRM 4.0 Software II-63
Veeva Systems Unveils Cloud-based Veeva Network II-64
Veeva Systems Unveils New CLM and CRM Solution Designed for
Use on Windows 8 Operating System II-64
iYogi Announces Introduction of Digital Services Cloud CRM
Solution II-65
StayinFront to Showcase Fact-based and Cloud-based Solutions II-65
SugarCRM Introduces New Managed Sugar Private Cloud Solution II-65
InsideView® Announces Integration of SAP Customer OnDemand and
SAP® CRM with InsideView CRM Sales Intelligence Solution II-65

Ntractive Launches Elements CRM 5.0 Solution II-66
Convergys Introduces Convergys CRM 2.0 Software II-66
Infor Launches New Modules for CRM II-66
Aptean Unveils Saratoga CRM for iPad II-67
Aplicor Upgrades Aplicor Cloud CRM Business Suite II-67
Maximizer Software Introduces Maximizer CRM 12 Summer 2012 II-67
Oracle Launches Oracle CRM On Demand Release 20 II-68
SplendidCRM Software Integrates RSSBus ADO.NET Interface in
SplendidCRM Version 6.6 II-68
SplendidCRM Software Integrates Software Libraries in
SplendidCRM Version 6.5 II-69
Zoho Integrates Zoho Reports with Zoho CRM II-69
Faye Business Systems Group Introduces Suga CRM QuickBooks
Integration Application II-69
DocuSign Announces Expanded eSignature Integration with SugarCRM II-70
SDS Launches New SalesTouch CRM Platform II-70
S&P Capital IQ Launches New CRM Data Suite II-70
BPMonline Unveils New 5.3 CRM Software Version II-71
SAP Launches SAP CRM Rapid-Deployment Solution for Citizen
Contact Center II-71
Salesforce.com Unveils Rypple Software for Human Resources
Management II-71
Microsoft Announces New Service Update to Microsoft Dynamics CRM II-71
Infor Launches Customer Interaction Hub II-72
SAS Introduces SAS® Adaptive Customer Experience Modular
Digital Marketing Solution II-72
SAP Rolls Out SAP® 360 Customer Solution II-73

Infor Announces New Generation Infor10 CRM Enterprise
Interaction Advisor II-74
Adobe Systems Unveils Adobe® LiveCycle® ES3 II-74
Amdocs Introduces New Amdocs Enterprise Service Fulfillment
and Enterprise Customer Management Solutions II-75
Konnektive Announces Beta Testing of Konnektive v2.0 CRM Package II-76
Junxure to Introduces New Hosted CRM Solution for Advisor
Marketplace II-76
Data3s Introduces eluzzion CRM Solution for Financial Services II-76
Nimble Rolls Out Nimble 2.0 Social CRM Platform II-77
Evaero to Introduce New OnCare CRM Solution II-77
Atcore Systems Launches GLink SugarCRM Module II-78
Sales Simplicity Software Unveils CRM System II-78
Fishbowl Launches Pipeline Contact Manager CRM Solution II-78
CDC Software Launches Pivotal CRM for iPad II-79
Jacada Launches Jacada® UI for CRM II-79
Scribe Software Unveils Scribe Online Synchronization Service II-79
CAR-Research XRM Introduces MobileXRM Mobile CRM Solution II-80
MSCRM-ADDONS.COM Unveils AttachmentExtractor for Microsoft
Dynamics CRM 2011 II-80

CRMnext Unveils Autonoma™ Integration Engine II-80
CompuSight Offers Adobe® EchoSign® for Microsoft Dynamics CRM
2011 and SharePoint 2010 II-81
3Cinteractive Adds Mobile Capabilities to Microsoft Dynamics
CRM 2011 II-81
Swipely Upgrades CRM Solution II-82
Sonoma Partners Unveils EZ Opp for Windows 8 Enterprise-Grade
Application II-82
Sonoma Partners Launches Universal Search for Microsoft
Dynamics CRM II-82
Capgemini Introduces SWIFT CRM Solution II-82
DoubleDutch to Launch Hive CRM Application for Mobile Devices II-83
Playnomics Unveils PlayRM Predictive CRM Platform for Games II-83
LBMC Technologies Develops IntegraterPlus Application II-83
Sonoma Partners Introduces Sales Mapper Enterprise- Grade
Application for Apple iPad II-83
Oracle Introduces RightNow CX Cloud Service II-84
Avidian Technologies Adds New Features to Team Versions of
Prophet CRM II-84
Avaya Introduces Avaya Aura Virtualized Environment for UC

Applications II-84
Boiron USA Upgrades to New Generation Mobile Intelligence CRM
Solution for iPad II-85
Century 21 Real Estate Unveils Free CRM Platform for US Agents II-85
AMC Technology to Introduce Contact Canvas 2013 Winter Release II-85
Informatica Offers Informatica Cloud for Microsoft Dynamics
CRM 2011 and Microsoft Dynamics CRM Online II-86
CRMnext Rolls Out Sophisticated CRMnext Call-Scripts
Functionality II-86
CRMnext Unveils Partner Portal 2.0 II-87
CRMnext Introduces Multi-Calendar 2.0 Tool II-87
Microsoft Unveils Microsoft Dynamics CRM Online Software II-88
SplendidCRM Software Launches SplendidCRM Version 6.0 II-88
SugarCRM Rolls Out New Marketing Automation Solution II-88
SugarCRM and Jaspersoft Launch New Business Intelligence
Editions for SugarCRM Professional/ Enterprise Platform II-88
Easy Solutions Introduces DetectID in the Cloud Authentication
Solution II-89
SugarCRM Announces Mobile CRM Support for Cisco Cius™ Business
Tablet II-89
SugarCRM Introduces New Sugar Mobile Applications for Android,

Blackberry and iPad Devices II-89
SugarCRM Introduces New Enhancements to Sugar 6 CRM Platform II-90
SugarCRM Unveils New Solutions to Accelerate Social Business
with IBM Software II-90
Oracle Introduces Siebel CRM Public Sector 8.2.2 II-90
Baseline Data Systems Unveils Office Accelerator CRM for Lawyers II-90
Orion Software Unveils SiriusCRM Module II-91
Camrivox Unveils Flexor CTI for Microsoft Dynamics™ CRM 2011 II-91
Veeva Systems Introduces Veeva iRep CLM and CRM Solution II-91
CallPro CRM Unveils Call-Centric SaaS CallPro CRM System II-92
StayinFront Updates StayinFront TouchCG™ Mobile CRM II-92
GlobalOne Group Unveils G1 Asset Management CRM Product II-93
Paciolan Rolls Out Paciolan CRM Solution II-93
Acumatica Launches Acumatica 2.2 Cloud ERP Software II-94
3Seventy Unveils 3Seventy Local™ Mobile CRM Platform II-94
Farm Market iD® Unveils GRM Tool II-94
PowerObjects Introduces PowerSurvey Solution II-95
The Kaden Group Unveils PartnerOption.com Social Networking Tool II-95
Maximizer Software Launches Maximizer™ CRM Live II-95
Oracle Releases Oracle Fusion Customer Relationship Management

Application II-96
Chadwick Martin Bailey Introduces Pinpoint Suite II-96
Accrisoft Re-Brands Accrisoft Business Tools™ to Accrisoft
Endeavor™ CRM II-96
DealerSocket Unveils New Version of DealerSocket CRM Solution II-96
Results Software Releases 2012 Results CRM Business Suite II-96
SugarCRM Offers Native iPhone App in Sugar 6 CRM Platform II-97
SplendidCRM Software Rolls Out SplendidCRM Version 5.0 II-97
SplendidCRM Software Integrates New Capabilities in
SplendidCRM Version 4.4 II-97
Zoho Announces Telephony and QuickBooks Integrations for Zoho CRM II-98
Idea2 Announces Availability of Idea2 CRM Solution on Google
Apps Marketplace™ II-98
Salesforce.com Launches Jigsaw for Salesforce CRM Users II-98
Aplicor Introduces Beta Version of Aplicor Cloud Suite 7.0 II-99
Microsoft Launches Microsoft Dynamics CRM for NGOs and Nonprofits II-99
PBworks Launches PBworks Customer Relationship Edition II-99
Sonoma Partners Introduces Vibe for Microsoft Dynamics CRM II-100
Stream Global Services Introduces Social Media Service Offering II-100
Microsoft to Launch Beta Version of CRM 2011 II-100

Intelestream Announces 30-Day Free Trial of intelecrm II-100

5. RECENT INDUSTRY ACTIVITY II-101
Salesforce.com Takes Over ExactTarget II-101
Leading CRM Experts Consortium Establishes Access 2 Insight II-101
Salesnet® Replaces Existing Communication Manager with
Microsoft Word Add-In in Salesnet CRM Solution II-101
EnablePath Secures GOLD PARTNER Status from Salesforce.com II-101
NextPrinciples Implements Insight-To-Action CRM Platform for
New Clients II-102
Maximizer Software Inks Agreement with Hubspot II-102
Fundly Enters into Partnership with Bloomerang II-102
IMS Health Acquires 360 Vantage II-103
ADS DataSystems Takes Over THINQ Business Solutions II-103
eFuture Information Technology Signs Agreement with Guofang Group II-104
Trulia to Take Over Market Leader II-104
Backstop Solutions Group Takes Over PerTrac CMS Product Line
from eVestment II-104
Wherescape Enters into Partnership with Path ITTS for
WhereScape 3D and WhereScape RED II-105

Epicom and Easy Solutions Enter into Partnership for Launch of
SugarCRM Hosting Platform II-105
Amadeus IT Holding Takes Over Hitit Loyalty from Hitit
Computer Services II-105
Microsoft Takes Over Netbreeze II-106
CWR Mobility Enters into Partnership with Industrial Software II-106
Swiftpage Acquires Saleslogix and Act! CRM Businesses from The
Sage Group II-106
Edgewater Fullscope Acquires TPM Software Intellectual Property II-107
IMS Health Takes Over Appature II-107
Advanced Computer Software Group Purchases Computer Software
Holdings II-108
SAP to Take Over Ticket-Web II-108
Sonoma Partners Snaps Up Salesforce.com Consulting Division
from Technology Services Group II-108
Protection 1 Acquires Certain Pinnacle Security Assets II-109
Yodle Takes Over Lighthouse Practice Management Group II-109
TOA Technologies Renews Global Partnership with Amdocs II-109
NetSuite Takes Over Retail Anywhere II-109
Infor Acquires TDCI II-110

Infor Acquires CERTPOINT Systems II-110
Ascendix Technologies Enters into Partnership with Tetra for
AscendixRE Commercial Real Estate Software II-110
Moxie Software Enters into Partnership with Microsoft II-111
Time4Advice and Client Data Systems Enter into Joint Venture
for New CRM System II-111
Epicor Software Enters into Strategic Alliance with Tour de
Force CRM for Delivering CRM and SFA to Wholesale
Distributors II-111
IMS Health and Cegedim Relationship Management Extend Existing
Partnership II-112
Jaguar Land Rover and Aspen Marketing Services Expand Existing
Relationship II-112
DoubleDutch Enters into Agreement with Seesmic for Mobile CRM
Applications II-112
ISM and Mzinga® Ink Agreement for Developing Social Customer
Experience Solutions II-113
Blytheco Partners SugarCRM to Bring SugarCRM System to
Blytheco's Portfolio II-113
Yonyou and Atos Enter into Partnership to Address Cloud Market

in Asia-Pacific II-113
SteelHouse Enters into Partnership with LiveRamp II-114
Sage Pay Enters into Collaboration with Enbu Consulting for
Sage CRM Integration II-114
4C Consulting Enters into Partnership with Selligent II-115
SAP to Take Over hybris II-115
InvisibleCRM and SAP Ink OEM Agreement II-115
InsideView® Integrates InsideView CRM Sales Intelligence
Platform with SAP Software Products II-116
SAP America Enters into Partnership with Verizon II-116
3CLogic and SugarCRM Enter into Partnership II-116
Consona Merges with CDC Software to Establish Aptean II-116
Tamarac and Salentica Form Strategic Alliance II-117
Emailvision Holdings Takes Over PredictiveIntent II-117
KANA Software Takes Over Trinicom II-118
Access Group Takes Over thankQ II-118
WorkWise Takes Over OnContact Software II-118
SWK Technologies Signs Letter of Intent to Acquire Information
Systems Management II-119
Dominion Business Solutions Acquires EigenX II-119

Salesforce.com Takes Over GoInstant II-119
Silverpop to Take Over CoreMotives II-119
Armanino McKenna and Gateway Solutions Merge II-120
Sopra Group to Acquire Business of Tieto and Subsidiary of
Business & Decision II-120
ePrize Takes Over Cellit II-120
Light Industries and Doextra Form JV II-120
Primeum and Cegedim Relationship Management Form Joint Venture II-121
SugarCRM Expands SugarCRM Open+ Partner Program II-121
Veeva Systems and Group DCA Integrate Solutions II-121
Salesforce.com Takes Over Buddy Media II-122
Microsoft Acquires Yammer II-122
j2 Global Takes Over Landslide Technologies II-122

Market Leader Enters into Partnership with Better Homes and
Gardens Real Estate II-123
Market Leader Inks Agreement with Keller Williams Realty
International II-123
Market Leader Takes Over RealEstate.com and SharperAgent II-123
Oracle Takes Over RightNow Technologies II-123
SugarCRM Purchases iExtensions CRM from iEnterprises II-124
SugarCRM and Infratel Enter into Partnership II-124
SugarCRM and EchoSign Collaborate to Introduce EchoSign for
SugarCRM Integration II-124
Oracle to Take Over InQuira II-124
Intuit Enters into Strategic Alliance with Salesforce.com II-125
LinkedIn Announces Acquisition of Connected II-125
Relate Technologies Acquires Resources and Client Base of
Global Vision II-125
Accenture Acquires CAS II-125
ZS Associates and Veeva Systems Announce Partnership to Offer
New Integrated Service II-126
Hitachi and Cegedim Enter into Strategic Partnership to offer
CRM Solutions to Life Sciences Industry II-126
VirtuOz and Moxie Software Announce Partnership for New
Generation Customer Experience Solution II-126
Net Atlantic and Lexnet Consulting Enter into Partnership to
Expand CRM Integration for StrongMail On-Demand II-127
Armanino Consulting Announces Strategic Partnerships for
Microsoft Dynamics CRM Practice II-127
AssureSign Enters into Partnership Agreement with CompuSight II-128
Nissan Motor Forms Strategic Collaboration with Microsoft II-128

LoyaltyOne Purchases Interest in Direxions Marketing Solutions II-128
HealthGrades Merges with CPM II-129
Avanade Acquires eCONNEX II-129
Newmarket International Takes Over Libra OnDemand II-129
Bitauto Holdings to Acquire Beijing Bitcar Interactive
Information Technology II-130
ASC Purchases Majority Stake in MYCOM II-130
AbleNet Snaps Up TeleConcepts II-130
QuestBack and Globalpark Merge II-131
AutoTrader.com to Acquire VinSolutions.com II-131
Fine Solutions Merges with Autonomix II-131
IACH Inks Agreement to Take Over ACC II-132
Aplicor Enters into Partnership with SYNNEX to Provide Aplicor
Cloud Suite 7 II-132
Emailvision Acquires smartFOCUS II-133
Emailvision Takes Over ObjectiveMarketer II-133
Oracle Acquires ATG II-133
CDW Extends Strategic Collaboration with Microsoft for CRM
Solutions II-133
Astellas Pharma Europe Selects Veeva CRM of Veeva Systems II-134

Koc.net and Surado Solutions Enter into Partnership II-134
Baker Tilly Virchow Krause Collaborates with NetSuite II-134
SAP and Freudenberg IT Partner to Introduce SAP® CRM 7.0 II-135
Pitney Bowes MapInfo to Take Over Majority Stake in Portrait
Software II-135
Salesforce.com Expands Global Partnership with Fujitsu II-135

6. FOCUS ON SELECT GLOBAL PLAYERS II-136
37Signals, LLC (US) II-136
Adapt Software Applications, Inc. (US) II-136
Adobe Systems Incorporated (US) II-136
Amdocs, Inc. (US) II-137
Aplicor, Inc (US) II-137
Aptean (US) II-137
Cegedim (US) II-137
Concursive Corporation (US) II-138
Convergys Corp. (US) II-138
Huawei Technologies Co., Ltd. (China) II-138
International Business Machines Corporation (US) II-139
Infor Global Solutions, Inc. (US) II-139

Maximizer Software, Inc. (Canada) II-139
Microsoft Corporation (US) II-140
NetSuite, Inc. (US) II-140
Oracle Corp. (US) II-140
The Sage Group plc (UK) II-141
Salesforce.com, Inc. (US) II-141
SAP AG (Germany) II-141
SAS Institute, Inc. (US) II-142
Selligent SA (Belgium) II-142
SplendidCRM Software, Inc. (US) II-142
SugarCRM, Inc. (US) II-142
Swiftpage (US) II-143
Vtiger (US) II-143
WebCRM (Denmark) II-143
ZOHO Corporation Pvt Ltd. (US) II-144

7. GLOBAL MARKET PERSPECTIVE II-145
Table 11: 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 2009
through 2018 (includes corresponding Graph/Chart) II-145

Table 12: World 10-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, 2013, and 2018 (includes
corresponding Graph/Chart) II-146

Table 13: 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 2009 through 2018 (includes
corresponding Graph/Chart) II-147

Table 14: World 10-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,
2013, and 2018 (includes corresponding Graph/Chart) II-148

Table 15: 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 2009 through 2018 (includes
corresponding Graph/Chart) II-149

Table 16: World 10-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, 2013, and 2018 (includes corresponding
Graph/Chart) II-150

Table 17: 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 2009 through 2018 (includes
corresponding Graph/Chart) II-151

Table 18: World 10-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, 2013, and
2018 (includes corresponding Graph/Chart) II-152


III. MARKET

1. THE UNITED STATES III-1
A.Market Analysis III-1
US Enterprises Slowly Moving from Traditional to Advanced
CRM Models III-1
Mobile CRM to Gain Pace in the Coming Years III-1
Table 19: US Mobile Worker Population (2011): Breakdown of
Number of Mobile Workers (in Millions) by Nature of Work -
Mobile Office, Mobile Non-Office, & Mobile Home Based
(includes corresponding Graph/Chart) III-2
Product Launches III-3
Strategic Corporate Developments III-50
Key Players III-83
B.Market Analytics III-90

Table 20: 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$ Million for Years 2009 through 2018
(includes corresponding Graph/Chart) III-90

Table 21: US 10-Year Perspective for Customer Relationship
Management (CRM) Software by Type - Percentage Breakdown of
Revenues for On-Premise CRM and SaaS CRM for Years 2009,
2013, and 2018 (includes corresponding Graph/Chart) III-91

2. CANADA III-92
A.Market Analysis III-92
Product Launches III-92
Strategic Corporate Developments III-93
Key Player III-95
B.Market Analytics III-96
Table 22: 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$ Million for Years 2009 through 2018
(includes corresponding Graph/Chart) III-96

Table 23: Canadian 10-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2013, and 2018 (includes corresponding

Graph/Chart) III-97

3. JAPAN III-98
A.Market Analysis III-98
Strategic Corporate Developments III-98
B.Market Analytics III-99
Table 24: 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$ Million for Years 2009 through 2018
(includes corresponding Graph/Chart) III-99

Table 25: Japanese 10-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2013, and 2018 (includes corresponding
Graph/Chart) III-100

4. EUROPE III-101
A.Market Analysis III-101

Analysis by Region/Country III-101
Analysis by Type III-101
B.Market Analytics III-102
Table 26: European Recent Past, Current and Future Analysis
for Customer Relationship Management (CRM) Software by
Region/Country - France, Germany, Italy, UK, Spain, Russia,
and Rest of Europe Markets Independently Analyzed with
Annual Revenues in US$ Million for Years 2009 through 2018
(includes corresponding Graph/Chart) III-102

Table 27: European 10-Year Perspective for Customer
Relationship Management (CRM) Software by Region/Country -
Percentage Breakdown of Revenues for France, Germany, Italy,
UK, Spain, Russia, and Rest of Europe Markets for Years
2009, 2013, and 2018 (includes corresponding Graph/Chart) III-103

Table 28: 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$ Million for Years 2009 through 2018

(includes corresponding Graph/Chart) III-104

Table 29: European 10-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2013, and 2018 (includes corresponding
Graph/Chart) III-105

4a. FRANCE III-106
A.Market Analysis III-106
Market Scenario III-106
Strategic Corporate Developments III-106
B.Market Analytics III-108
Table 30: 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$ Million for Years 2009 through 2018
(includes corresponding Graph/Chart) III-108

Table 31: French 10-Year Perspective for Customer

Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2013, and 2018 (includes corresponding
Graph/Chart) III-109

4b. GERMANY III-110
A.Market Analysis III-110
Market Overview III-110
Product Launches III-110
Strategic Corporate Developments III-111
Key Player III-114
B.Market Analytics III-115
Table 32: 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$ Million for Years 2009 through 2018
(includes corresponding Graph/Chart) III-115

Table 33: German 10-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage

Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2013, and 2018 (includes corresponding
Graph/Chart) III-116

4c. ITALY III-117
A.Market Analysis III-117
Strategic Corporate Developments III-117
B.Market Analytics III-119
Table 34: 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$ Million for Years 2009 through 2018
(includes corresponding Graph/Chart) III-119

Table 35: Italian 10-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2013, and 2018 (includes corresponding
Graph/Chart) III-120

4d. THE UNITED KINGDOM III-121
A.Market Analysis III-121
Industry Outlook III-121
Product Launches III-121
Strategic Corporate Developments III-123
Key Player III-127
B.Market Analytics III-128
Table 36: 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$ Million for Years 2009 through 2018
(includes corresponding Graph/Chart) III-128

Table 37: UK 10-Year Perspective for Customer Relationship
Management (CRM) Software by Type - Percentage Breakdown of
Revenues for On-Premise CRM and SaaS CRM for Years 2009,
2013, and 2018 (includes corresponding Graph/Chart) III-129

4e. SPAIN III-130
A.Market Analysis III-130
Strategic Corporate Developments III-130

B.Market Analytics III-132
Table 38: 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$ Million for Years 2009 through 2018
(includes corresponding Graph/Chart) III-132

Table 39: Spanish 10-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2013, and 2018 (includes corresponding
Graph/Chart) III-133

4f. RUSSIA III-134
A.Market Analysis III-134
Market Overview III-134
Strategic Corporate Development III-134
B.Market Analytics III-135
Table 40: 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$ Million for Years 2009 through 2018
(includes corresponding Graph/Chart) III-135

Table 41: Russian 10-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2013, and 2018 (includes corresponding

Graph/Chart) III-136

4g. REST OF EUROPE III-137
A.Market Analysis III-137
Product Launches III-137
Strategic Corporate Developments III-139
Key Players III-143
B.Market Analytics III-144
Table 42: 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$ Million for Years 2009 through
2018 (includes corresponding Graph/Chart) III-144

Table 43: Rest of Europe 10-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2013, and 2018 (includes corresponding
Graph/Chart) III-145

5. ASIA-PACIFIC III-146
A.Market Analysis III-146
Analysis by Region/Country III-146
Analysis by Type III-146
The Fastest Growing Regional Market III-146
B.Market Analytics III-147
Table 44: Asia-Pacific Recent Past, Current and Future
Analysis for Customer Relationship Management (CRM) Software
by Region/Country - Australia, China, India, South Korea,
and Rest of Asia-Pacific Markets Independently Analyzed with
Annual Revenues in US$ Million for Years 2009 through 2018
(includes corresponding Graph/Chart) III-147

Table 45: Asia-Pacific 10-Year Perspective for Customer
Relationship Management (CRM) Software by Region/Country -
Percentage Breakdown of Revenues for Australia, China,
India, South Korea, and Rest of Asia-Pacific Markets for
Years 2009, 2013, and 2018 (includes corresponding
Graph/Chart) III-148

Table 46: 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$ Million for Years 2009 through
2018 (includes corresponding Graph/Chart) III-149

Table 47: Asia-Pacific 10-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2013, and 2018 (includes corresponding
Graph/Chart) III-150

5a. AUSTRALIA III-151
A.Market Analysis III-151
Product Launch III-151
Strategic Corporate Development III-151
B.Market Analytics III-152
Table 48: 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$ Million for Years 2009 through

2018 (includes corresponding Graph/Chart) III-152

Table 49: Australian 10-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2013, and 2018 (includes corresponding
Graph/Chart) III-153

5b. CHINA III-154
A.Market Analysis III-154
Market Scenario III-154
Strategic Corporate Developments III-154
Key Player III-157
B.Market Analytics III-158
Table 50: 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$ Million for Years 2009 through 2018
(includes corresponding Graph/Chart) III-158

Table 51: Chinese 10-Year Perspective for Customer
Relationship Management (CRM) Software by Type - Percentage
Breakdown of Revenues for On-Premise CRM and SaaS CRM for
Years 2009, 2013, and 2018 (includes corresponding
Graph/Chart) III-159

5c. INDIA III-160
A.Market Analysis III-160
Market Scenario III-160
Product Launches III-161
Strategic Corporate Developments III-164
B.Market Analytics III-165
Table 52: 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$ Million for Years 2009 through 2018
(includes corresponding Graph/Chart) III-165

To order this report: Global Customer Relationship Management (CRM) Software Industry
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