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CRM Market in India 2019

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Slide 1: Executive Summary

    Macro Economic Indicators

      Slide 2: GDP at Factor Cost: Quarterly (2011-12, 2012-13, 2013-14, 2014-15), Inflation Rate: Monthly (Dec-Jan2014 -Mar-Apr 2015)

        Slide 3: Gross Fiscal Deficit: Monthly (Feb 2014 - Jul 2014), Exchange Rate: Monthly (Dec 2014 - May 2015)

          Slide 4: Lending Rate: Annual (2011-12 - 2014-15), Trade Balance: Annual (2011-12 - 2014-15), FDI: Annual (2010-11 - 2013-14)

            Introduction

              Slide 5: Introduction

                Slide 6: Basic CRM Framework

                  Slide 7: CRM Adoption Process

                    Market Overview

                      Slide 8: CRM Market Global - Overview, Market Size & Growth (2014, 2015e, 2016e, 2017e, 2018e, 2019e), Global CRM Market - Leading Continents, Global CRM Market - Major Sectors

                        Slide 9: Revenue from CRM Submarket - Global Scenario (2009, 2016e)

                          Slide 10: CRM Market India - Overview, Market Size & Growth (2014, 2015e, 2016e, 2017e, 2018e, 2019e)

                            Slide 11: CRM Adoption Rate among Organization of all Size

                              Slide 12: CRM Segments - Adoption Rate (On Premise/On Demand CRM)

                                Slide 13: Preferred CRM Players among Organization of All Size

                                  Slide 14: Region Wise Market Influence - India

                                    Slide 15: Top 10 SRM systems in India

                                      Types, Modules & Features

                                        Slide 16: Types of CRM

                                          Slide 17: CRM System Integrators and CRM Independent Software Vendors

                                            Slide 18: CRM Modules

                                              Slide 19-20: Features of an Ideal CRM

                                                CRM Use in SMBs

                                                  Slide 21-24: CRM Adoption - SMBs

                                                    CRM Selection Criteria

                                                      Slide 25-26: CRM Selection Criteria

                                                        Drivers & Challenges

                                                          Slide 27: Drivers & Challenges - Summary

                                                            Slide 28-31: Drivers

                                                              Slide 32-34: Challenges

                                                                Key Trends

                                                                  Slide 35: Summary

                                                                    Slide 36-43: Trends

                                                                      Scope of CRM in Key Sectors

                                                                        Slide 44: Scope of CRM in Key Sectors

                                                                          Slide 45-46: Major CRM Users - India

                                                                            Slide 47-53: Case Studies

                                                                              Competitive Landscape

                                                                                Slide 54: Porter's Five Forces Analysis

                                                                                  Slide 55-57: Competitive Benchmarking

                                                                                    Slide 58-61: Major Public Players

                                                                                      Slide 62-106: Major Private Players

                                                                                        Strategic Recommendations

                                                                                          Slide 107-108: Strategic Recommendations

                                                                                            Appendix

                                                                                              Slide 109: Appendix

                                                                                                Slide 110: Sources of Information

                                                                                                Netscribes' latest market research report titled CRM Market in India 2015 states that CRM market is witnessing a steady growth with an increasing trend of expenditure on CRM across the country. Given the increased competition among firms these days, the adoption of a CRM strategy is starting to become more and more crucial. Irrespective of their size, businesses today are more inclined to adopt a CRM strategy to manage and create relationships with customers in an effective manner. Currently the market is moving to the SaaS model from the traditional CRM network. Small and Medium Business (SMB) organizations are mainly adopting on demand or cloud CRM as it is based on CAPEX. However security of information and data privacy are the two most important concern for cloud or on demand CRM. The adoption by SMBs is facilitated by both private players and government activities. Existence of a massive SMB segment in India proves particularly beneficial for CRM vendors in India.
                                                                                                In terms of processes & functions, CRM can be broadly categorized into four segments - Operational CRM, Analytical CRM, Sales Intelligence CRM and Collaborative CRM. CRM modules cater to three essential areas of customer relationship leading to customer retention and acquisition. The solution is easy to implement, integrate & use, and also offers remote access, multi-channel interaction, analytical operation, and campaign management tools in a customized interface as required by the client. CRM adoption is driven by enhancement of customer care operations and achievement of global standards. Further cost reduction capability of CRM is also catalyzing CRM adoption. However, high cost associated with CRM solutions and low awareness regarding its advantages hinders its implementation. The market is dominated by private players with most of them being foreign companies. But, with the market growing more and more, players with new solutions are coming up. With new trends of mobile and social CRM gaining importance and the concept of KYC gaining in significance, the CRM market is expected to boom over the coming decade.

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