Market Research Report : CRM Market in India 2011

CRM Market in India

September 2011

2

SAMPLE

CRM MARKET IN INDIA - 2011.PPT

Executive Summary

Drivers:

Market

Drivers &

Challenges

Trends

Competition

• Current CRM market size in India is approximately INR a1 bn

� It is estimated to grow to over INR b1 bn at a CAGR of c1% by 20--

� Product1 or product2 market size in India is over INR d1 mn & expected to grow with the increase in number of SMBs adopting solution5

� Evolution of newer and better CRM solutions with dynamic features are gaining rapid

acceptance in the market

�Advent in technology1 has resulted in development of feature rich prorduct1 and prorduct12

which facilitate activity1

Challenges:

CRM Players in India

company1 company2 company3 company4

company5 company6 company7 company8

� Implementation & Operational Cost

� Lack of Awareness of True Benefits

�Improved Customer Relationship &

Operational Improvement

�Global Competence

�Significant Cost Reduction

�Technologically Sound Manpower

3CRM MARKET IN INDIA - 2011.PPT

•Introduction

•Market Overview�Scope of CRM

�CRM in SMBs

�Cloud Solutions

•Drivers and Challenges

•CRM Selection Criteria

•Major CRM Players

•Major CRM Users

•Key Trends & Development

•Case Studies

•Strategic Recommendation

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Introduction

What is CRM?

•Customer Relationship Management is an enterprise software & hardware setup which effectively

records, manages & tracks customer related information

•It is an organization-wide operations strategy including customer-interface departments & other

departments

•The overall aim is to find, attract, and acquire new clients, nurture and retain the customers the

company already has, win former clients back, and reduce the costs of marketing and client service

•CRM has multiple modules which can be offered separately to cater the individual & specific need of a

company or collectively to offer a complete CRM solution

Advantages of CRM

• Advantage1

• Advantage2

• Advantage3

• advantage4

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SAMPLE


CRM is easy to implement, integrate & use and it offers

feature1, feature2, feature3 …

Features of an Ideal CRM (1/2)

Feature4

• aaaaaaaaaaaaaaaaaaaaaa

• Bbbbbbbbbbbbbbbbbbb

• cccccccccccccccccccccccc

Feature5• ddddddddddddddddddd

• eeeeeeeeeeeeeeeeeeee

Feature6• ffffffffffffffffffffffffffffffffff

• gggggggggggggggggggggg

Feature7• hhhhhhhhhhhhhhhhhhh

• jjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjj

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SAMPLE


CRM Adoption Process

Step 1

Step 2

Step 3

Step 4

Step 5

• aaaaaaaaaaaaaaaaaaaa

• bbbbbbbbbbbbbbbbb

• ccccccccccccccccccccc

• ddddddddddddddddd

• eeeeeeeeeeeeeeeeee

• ffffffffffffffffffffffffffffff

• gggggggggggggggggggg

• hhhhhhhhhhhhhhhhh

• jjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjj

• kkkkkkkkkkkkkkkkkkkk

• ppppppppppppppppp

• qqqqqqqqqqqqqqqqq

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In India, solution1 have higher traction than solution2 unlike

nations such as country1, country2

CRM Market Size & Growth - India

• Current CRM market size in India is approximately INR a1 bn

� It is estimated to grow to over INR b1 bn at a CAGR of c1% by 20--

• Over the years CRM has evolved from type1 to type2 in India

• CRM implementations in India are more focused on aspect1 & aspect2

� Though nations such as country3, country4 etc are embracing solution3, adoption trend of traditional solution4 is still high in India

• Product1 or product2 market size in India is over INR d1 mn & expected to grow with the increase in number of SMBs

adopting solution5

• Vendor1, vendor2 & vendor3 are the major implemented CRM solutions followed by vendor4, vendor5, vendor6

Market Overview – India

0

50

100

150

z3

Y1%

20--

z2

20--

z1

20--20--

z4

8

SAMPLE

Large presence of SMBs in India proves to be highly

beneficial for CRM vendors

• Currently, x1 mn operational SMBs (Small and Medium Businesses) contribute to x2% of the overall industrial

output, x3% of total exports and provides employment to around y mn people in the country

� Growing economic activities in the country is resulting in the SMBs to witness an exponential growth. SMBs are expected to contribute

x4% of India’s GDP by 20-- as compared to x5% in 20--

• Existence of a massive SMB segment in India proves particularly beneficial for CRM vendors in India

� Increased competition in the organized space is forcing SMBs to adopt CRM solutions in their business so as to maintain the

competitive standards which in turn is providing a fertile market for the vendors

• Overall, IT spend of the SMBs registered a growth of y1% over the previous quarter to reach a value of INR z bn in the

first quarter of 20--

CRM Adoption - SMBs


Some potential benefits of CRM implementation

Benefits Description

Benefits1 ppppppppppppp

Benefits2 qqqqqqqqqqqqq

Benefits3 rrrrrrrrrrrrrrrrrrr

Benefits4 sssssssssssssssssss


SAMPLE

Cloud Computing is catching up with the on-premises …

sol1

sol3sol2

Cloud

Computing

Key Cloud Based Trends (1/2)

•Cloud Computing market growth is expected at a CAGR of

e1% from $e2 billion in 20-- to $e3 billion in 20-- globally

•In 20--, the largest segment of the cloud computing market,

sol4, accounts for e4% of the total market’s revenue

•Aspect1, Aspect2, and Aspect3 accounts for approximately

e5% of total sol5 market revenue

•The sol6 and sol7 markets currently hold a small share of the

cloud computing services market. However, it is expected to

grow moderately due to their flexibility and cost effectiveness

• sol9 means element1, instead of purchasing element2, outsource these element3 from element4

• sol10 involved delivering element5 and technology for computing, power, system as off premises on demand

services rather than dedicated as onsite resources

sol8


Drivers & Challenges

Drivers

Improved Customer Relationship &

Operational Improvement

Global Competence

Significant Cost Reduction

Technologically Sound Manpower

Challenges

Implementation & Operational Cost

Lack of Awareness of True Benefits

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SAMPLE CRM MARKET IN INDIA - 2011.PPT

CRM Selection Criteria (1/2)

Deciding

Factors

Criterion 1

• aaaaaaaaa

• bbbbbbbb

Criterion 2

• ccccccccc

• dddddddd

• eeeeeeee

Criterion 3

• fffffffffffff

• ggggggggg

• hhhhhhhh

• jjjjjjjjjjjjjjjjjj

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Major CRM Vendors (1/14)

Corporate Information Business Highlights

Company Snapshot: Y12

Key Contacts

Mr. x

X

Ms. Nidhi M.

X

Mr. Sujit E.

X

Professional History

X


X


X

Other

X

Other

X

Other

X

Head Quarters City, Country

Industry

ClassificationIT Consulting and Other Services

Revenue INR m bn

No. of.

Employeesn

• aaaaaaaa

� bbbbbbbb

• cccccccccc


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Major CRM Users - India

Sector1

Sector2

Sector3

Sector5

Sector4

Company11, Company12, Company13, Company14, Company15





Sector6 Company61, Company62, Company63, Company64, Company65

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SAMPLE CRM MARKET IN INDIA - 2011.PPT

Trends in the CRM market is largely driven by trend1,

trend2 & trend3

Key Trends & Development

Developments Description

Trend4• aaaaaaa

• bbbbbb

Trend5• ccccc

• dddd

Trend6• eeeee

• ffffffffff

Trend7• gggggggg

• hhhhhhh

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SAMPLE

Case Study

Case: ddddddddd

SolutionRequirements Benefit

• eeeeeeee

• fffffffffffffff

• ggggggggg

• jjjjjjjiiiijjjj

• Kkkkkkkk

• lllllllllllllll

• hhhhhh• iiiiiiiiiii

Technology Used

mmmmm, nnnnnnn, ppppppp

Client Organization IT Vendor

aaaaa cccccc

Industry

bbbbb


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SAMPLE


Strategic Recommendations (2/2)

• aaaaaa

• bbbbbb

Recommendation

c1

• xxxxxxxxxx

• yyyyyyyyyy

• zzzzzzzzzz


Thank you for the attention

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