Japan IT Solutions User Perceptions and Needs 2007 : Market Research Report

Japan IT Solutions User Perceptions and Needs 2007

Published by: IDC

Published: Jan. 8, 2008 - 401 Pages

Table of Contents

IDC Opinion

In This Study

Methodology

Table: Preliminary Survey Respondent Profile by Industry

Figure: Preliminary Survey Respondent Profile by Industry

Table: Preliminary Survey Respondent Profile by Company Size (Number of Employees)

Figure: Preliminary Survey Respondent Profile by Company Size (Number of Employees)

Table: Preliminary Survey Respondent Profile by Company Turnover

Figure: Preliminary Survey Respondent Profile by Company Turnover

Table: Main Survey Respondent Profile by Industry

Figure: Main Survey Respondent Profile by Industry

Table: Main Survey Respondent Profile by Company Size (Number of Employees)

Figure: Main Survey Respondent Profile by Company Size (Number of Employees)

Table: Main Survey Respondent Profile by Company Turnover

Figure: Main Survey Respondent Profile by Company Turnover

Executive Summary

Situation Overview

CRM Solutions User Survey Results

CRM Deployment Landscape

Table: CRM Deployment Landscape by Industry

Figure: CRM Deployment Landscape by Industry

Table: CRM Deployment Landscape by Company Size (Number of Employees)

Figure: CRM Deployment Landscape by Company Size (Number of Employees)

Table: CRM Deployment Landscape by Company Turnover

Figure: CRM Deployment Landscape by Company Turnover

CRM Cost

Table: CRM Solutions Packaged Software Costs - SFA

Figure: CRM Solutions Packaged Software Costs ? SFA

Table: CRM Solutions Packaged Software Costs - Marketing

Figure: CRM Solutions Packaged Software Costs ? Marketing

Table: CRM Solutions Packaged Software Costs - Customer Service

Figure: CRM Solutions Packaged Software Costs ? Customer Service

Table: CRM Solutions Packaged Software Costs - Contact Center

Figure: CRM Solutions Packaged Software Costs ? Contact Center

Table: CRM Solutions Hardware Costs - SFA

Figure: CRM Solutions Hardware Costs ? SFA

Table: CRM Solutions Hardware Costs - Marketing

Figure: CRM Solutions Hardware Costs ? Marketing

Table: CRM Solutions Hardware Costs - Customer Service

Figure: CRM Solutions Hardware Costs ? Customer Service

Table: CRM Solutions Hardware Costs - Contact Center

Figure: CRM Solutions Hardware Costs ? Contact Center

Table: CRM Solutions Implementation Service Costs - SFA

Figure: CRM Solutions Implementation Service Costs ? SFA

Table: CRM Solutions Implementation Service Costs - Marketing

Figure: CRM Solutions Implementation Service Costs ? Marketing

Table: CRM Solutions Implementation Service Costs - Customer Service

Figure: CRM Solutions Implementation Service Costs ? Customer Service

Table: CRM Solutions Implementation Service Costs - Contact Center

Figure: CRM Solutions Implementation Service Costs ? Contact Center

Table: CRM Solutions Annual Operation Service Costs - SFA

Figure: CRM Solutions Annual Operation Service Costs ? SFA

Table: CRM Solutions Annual Operation Service Costs - Marketing

Figure: CRM Solutions Annual Operation Service Costs ? Marketing

Table: CRM Solutions Annual Operation Service Costs - Customer Service

Figure: CRM Solutions Annual Operation Service Costs ? Customer Service

Table: CRM Solutions Annual Operation Service Costs - Contact Center

Figure: CRM Solutions Annual Operation Service Costs ? Contact Center

CRM Usage History

Table: CRM Usage History

Figure: CRM Usage History

CRM Implementation Time

Table: CRM Implementation Time

Figure: CRM Implementation Time

CRM Implementation Method

Table: CRM Implementation Method - SFA

Figure: CRM Implementation Method ? SFA

Table: CRM Implementation Method - Marketing

Figure: CRM Implementation Method ? Marketing

Table: CRM Implementation Method - Customer Service

Figure: CRM Implementation Method ? Customer Service

Table: CRM Implementation Method - Contact Center

Figure: CRM Implementation Method ? Contact Center

CRM Customization Methods

Table: CRM Customization Method - SFA

Figure: CRM Customization Method ? SFA

Table: CRM Customization Method - Marketing

Figure: CRM Customization Method ? Marketing

Table: CRM Customization Method - Customer Services

Figure: CRM Customization Method ? Customer Services

Table: CRM Customization Method - Contact Center

Figure: CRM Customization Method ? Contact Center

Changes in CRM Investment Value

Table: CRM Investment Value Changes - SFA

Figure: CRM Investment Value Changes ? SFA

Table: CRM Investment Value Changes - Marketing

Figure: CRM Investment Value Changes ? Marketing

Table: CRM Investment Value Changes - Customer Service

Figure: CRM Investment Value Changes ? Customer Service

Table: CRM Investment Value Changes - Contact Center

Figure: CRM Investment Value Changes ? Contact Center

Measuring the Effectiveness of CRM Implementation

Table: CRM Effectiveness Measurement

Figure: CRM Effectiveness Measurement

CRM Service Vendor Selection Criteria

Table: CRM Software Selection Criteria - SFA

Figure: CRM Software Selection Criteria ? SFA

Table: CRM Software Selection Criteria - Marketing

Figure: CRM Software Selection Criteria ? Marketing

Table: CRM Software Selection Criteria - Customer Services

Figure: CRM Software Selection Criteria ? Customer Services

Table: CRM Software Selection Criteria - Contact Center

Figure: CRM Software Selection Criteria ? Contact Center

Objectives of Implementing CRM Solutions

Table: CRM Solutions Implementation Objectives - SFA

Figure: CRM Solutions Implementation Objectives ? SFA

Table: CRM Solutions Implementation Objectives - Marketing

Figure: CRM Solutions Implementation Objectives ? Marketing

Table: CRM Solutions Implementation Objectives - Customer Service

Figure: CRM Solutions Implementation Objectives ? Customer Service

Table: CRM Solutions Implementation Objectives - Contact Center

Figure: CRM Solutions Implementation Objectives ? Contact Center

Effectiveness of Implementing CRM Solutions

Table: CRM Solutions Implementation Effectiveness - SFA

Figure: CRM Solutions Implementation Effectiveness ? SFA

Table: CRM Solutions Implementation Effectiveness - Marketing

Figure: CRM Solutions Implementation Effectiveness ? Marketing

Table: CRM Solutions Implementation Effectiveness - Customer Service

Figure: CRM Solutions Implementation Effectiveness ? Customer Service

Table: CRM Solutions Implementation Effectiveness - Contact Center

Figure: CRM Solutions Implementation Effectiveness ? Contact Center

Issues Faced During CRM Solutions Implementation

Table: Issues Faced During CRM Solutions Implementation

Figure: Issues Faced During CRM Solutions Implementation

Issues Faced After CRM Solutions Implementation

Table: Issues Faced After CRM Solutions Implementation

Figure: Issues Faced After CRM Solutions Implementation

On-Demand CRM Deployment Landscape

Table: CRM On-Demand Deployment Landscape - SFA

Figure: CRM On-Demand Deployment Landscape ? SFA

Table: CRM On-Demand Deployment Landscape - Marketing

Figure: CRM On-Demand Deployment Landscape ? Marketing

Table: CRM On-Demand Deployment Landscape - Customer Service

Figure: CRM On-Demand Deployment Landscape ? Customer Services

Table: CRM On-Demand Deployment Landscape - Contact Center

Figure: CRM On-Demand Deployment Landscape ? Contact Center

ERM Solutions User Survey Results

ERM Deployment Landscape

Table: ERM Deployment Landscape by Industry

Figure: ERM Deployment Landscape by Industry

Table: ERM Deployment Landscape by Company Size (Number of Employees)

Figure: ERM Deployment Landscape by Company Size (Number of Employees)

Table: ERM Deployment Landscape by Company Turnover

Figure: ERM Deployment Landscape by Company Turnover

ERM Cost

Table: ERM Solutions Packaged Software Costs - Finance and Accounting

Figure: ERM Solutions Packaged Software Costs ? Finance and Accounting

Table: ERM Solutions Packaged Software Costs - HR and Payroll

Figure: ERM Solutions Packaged Software Costs ? HR and Payroll

Table: ERM Solutions Packaged Software Costs - Sales Management

Figure: ERM Solutions Packaged Software Costs ? Sales Management

Table: ERM Solutions Packaged Software Costs - Production Management

Figure: ERM Solutions Packaged Software Costs ? Production Management

Table: ERM Solutions Packaged Software Costs - Purchasing Management

Figure: ERM Solutions Packaged Software Costs ? Purchasing Management

Table: ERM Solutions Hardware Costs - Finance and Accounting

Figure: ERM Solutions Hardware Costs ? Finance and Accounting

Table: ERM Solutions Hardware Costs - HR and Payroll

Figure: ERM Solutions Hardware Costs ? HR and Payroll

Table: ERM Solutions Hardware Costs - Sales Management

Figure: ERM Solutions Hardware Costs ? Sales Management

Table: ERM Solutions Hardware Costs - Production Management

Figure: ERM Solutions Hardware Costs ? Production Management

Table: ERM Solutions Hardware Costs - Purchasing Management

Figure: ERM Solutions Hardware Costs ? Purchasing Management

Table: ERM Solutions Implementation Service Costs - Finance and Accounting

Figure: ERM Solutions Implementation Service Costs ? Finance and Accounting

Table: ERM Solutions Implementation Service Costs - HR and Payroll

Figure: ERM Solutions Implementation Service Costs ? HR and Payroll

Table: ERM Solutions Implementation Service Costs - Sales Management

Figure: ERM Solutions Implementation Service Costs ? Sales Management

Table: ERM Solutions Implementation Service Costs - Production Management

Figure: ERM Solutions Implementation Service Costs ? Production Management

Table: ERM Solutions Implementation Service Costs - Purchasing Management

Figure: ERM Solutions Implementation Service Costs ? Purchasing Management

Table: ERM Solutions Annual Operation Service Costs - Finance and Accounting

Figure: ERM Solutions Annual Operation Service Cost ? Finance and Accounting

Table: ERM Solutions Annual Operation Service Costs - HR and Payroll

Figure: ERM Solutions Annual Operation Service Cost ? HR and Payroll

Table: ERM Solutions Annual Operation Service Costs - Sales Management

Figure: ERM Solutions Annual Operation Service Cost ? Sales Management

Table: ERM Solutions Annual Operation Service Costs - Production Management

Figure: ERM Solutions Annual Operation Service Cost ? Production Management

Table: ERM Solutions Annual Operation Service Costs - Purchasing Management

Figure: ERM Solutions Annual Operation Service Cost ? Purchasing Management

ERM Usage History

Table: ERM Usage History

Figure: ERM Usage History

ERM Implementation Time

Table: ERM Implementation Time

Figure: ERM Implementation Time

ERM Implementation Method

Table: ERM Implementation Method - Finance and Accounting

Figure: ERM Implementation Method ? Finance and Accounting

Table: ERM Implementation Method - HR and Payroll

Figure: ERM Implementation Method ? HR and Payroll

Table: ERM Implementation Method - Sales Management

Figure: ERM Implementation Method ? Sales Management

Table: ERM Implementation Method - Production Management

Figure: ERM Implementation Method ? Production Management

Table: ERM Customization Method - Purchasing Management

Figure: ERM Implementation Method ? Purchasing Management

ERM Customization Methods

Table: ERM Customization Method - Finance and Accounting

Figure: ERM Customization Method ? Finance and Accounting

Table: ERM Customization Method - HR and Payroll

Figure: ERM Customization Method ? HR and Payroll

Table: ERM Customization Method - Sales Management

Figure: ERM Customization Method ? Sales Management

Table: ERM Customization Method - Production Management

Figure: ERM Customization Method ? Production Management

Table: ERM Customization Method - Purchasing Management

Figure: ERM Customization Method ? Purchasing Management

Changes in ERM Investment Value

Table: ERM Investment Value Changes - Finance and Accounting

Figure: ERM Investment Value Changes ? Finance and Accounting

Table: ERM Investment Value Changes - HR and Payroll

Figure: ERM Investment Value Changes ? HR and Payroll

Table: ERM Investment Value Changes - Sales Management

Figure: ERM Investment Value Changes ? Sales Management

Table: ERM Investment Value Changes - Production Management

Figure: ERM Investment Value Changes ? Production Management

Table: ERM Investment Value Changes - Purchasing Management

Figure: ERM Investment Value Changes ? Purchasing Management

Measuring the Effectiveness of ERM Implementation

Table: ERM Effectiveness Measurement

Figure: ERM Effectiveness Measurement

ERM Service Vendor Selection Criteria

Table: ERM Software Selection Criteria - Finance and Accounting

Figure: ERM Software Selection Criteria ? Finance and Accounting

Table: ERM Software Selection Criteria - HR and Payroll

Figure: ERM Software Selection Criteria ? HR and Payroll

Table: ERM Software Selection Criteria - Sales Management

Figure: ERM Software Selection Criteria ? Sales Management

Table: ERM Software Selection Criteria - Production Management

Figure: ERM Software Selection Criteria ? Production Management

Table: ERM Software Selection Criteria - Purchasing Management

Figure: ERM Software Selection Criteria ? Purchasing Management

Objectives of Implementing ERM Solutions

Table: ERM Solutions Implementation Objectives - Finance and Accounting

Figure: ERM Solutions Implementation Objectives ? Finance and Accounting

Table: ERM Solutions Implementation Objectives - HR and Payroll

Figure: ERM Solutions Implementation Objectives ? HR and Payroll

Table: ERM Solutions Implementation Objectives - Sales Management

Figure: ERM Solutions Implementation Objectives ? Sales Management

Table: ERM Solutions Implementation Objectives - Production Management

Figure: ERM Solutions Implementation Objectives ? Production Management

Table: ERM Solutions Implementation Objectives - Purchasing Management

Figure: ERM Solutions Implementation Objectives ? Purchasing Management

Effectiveness of Implementing ERM Solutions

Table: ERM Solutions Implementation Effectiveness - Finance and Accounting

Figure: ERM Solutions Implementation Effectiveness ? Finance and Accounting

Table: ERM Solutions Implementation Effectiveness - HR and Payroll

Figure: ERM Solutions Implementation Effectiveness ? HR and Payroll

Table: ERM Solutions Implementation Effectiveness - Sales Management

Figure: ERM Solutions Implementation Effectiveness ? Sales Management

Table: ERM Solutions Implementation Effectiveness - Production Management

Figure: ERM Solutions Implementation Effectiveness ? Production Management

Table: ERM Solutions Implementation Effectiveness - Purchasing Management

Figure: ERM Solutions Implementation Effectiveness ? Purchasing Management

Issues Faced During ERM Solutions Implementation

Table: Issues Faced During ERM Solutions Implementation

Figure: Issues Faced During ERM Solutions Implementation

Issues Faced After ERM Solutions Implementation

Table: Issues Faced After ERM Solutions Implementation

Figure: Issues Faced After ERM Solutions Implementation

On-Demand ERM Deployment Landscape

Table: ERM On-Demand Deployment Landscape - Finance and Accounting

Figure: ERM On-Demand Deployment Landscape ? Finance and Accounting

Table: ERM On-Demand Deployment Landscape - HR and Payroll

Figure: ERM On-Demand Deployment Landscape ? HR and Payroll

Table: ERM On-Demand Deployment Landscape - Sales Management

Figure: ERM On-Demand Deployment Landscape ? Sales Management

Table: ERM On-Demand Deployment Landscape - Production Management

Figure: On-Demand Deployment Landscape ? Production Management

Table: On-Demand Deployment Landscape - Purchasing Management

Figure: On-Demand Deployment Landscape ? Purchasing Management

SCM Solutions User Survey Results

SCM Deployment Landscape

Table: SCM Deployment Landscape by Industry

Figure: SCM Deployment Landscape by Industry

Table: SCM Deployment Landscape by Company Size (Number of Employees)

Figure: SCM Deployment Landscape by Company Size (Number of Employees)

Table: SCM Deployment Landscape by Company Turnover

Figure: SCM Deployment Landscape by Company Turnover

SCM Cost

Table: SCM Solutions Packaged Software Costs - Demand Forecast

Figure: SCM Solutions Packaged Software Costs ? Demand Forecast

Table: SCM Solutions Packaged Software Costs - Production Planning

Figure: SCM Solutions Packaged Software Costs ? Production Planning

Table: SCM Solutions Packaged Software Costs - Inventory Management

Figure: SCM Solutions Packaged Software Costs ? Inventory Management

Table: SCM Solutions Packaged Software Costs - Logistics

Figure: SCM Solutions Packaged Software Costs ? Logistics

Table: SCM Solutions Hardware Costs - Demand Forecast

Figure: SCM Solutions Hardware Costs ? Demand Forecast

Table: SCM Solutions Hardware Costs - Production Planning

Figure: SCM Solutions Hardware Costs ? Production Planning

Table: SCM Solutions Hardware Costs - Inventory Management

Figure: SCM Solutions Hardware Costs ? Inventory Management

Table: SCM Solutions Hardware Costs - Logistics

Figure: SCM Solutions Hardware Costs ? Logistics

Table: SCM Solutions Implementation Service Costs - Demand Forecast

Figure: SCM Solutions Implementation Service Costs ? Demand Forecast

Table: SCM Solutions Implementation Service Costs - Production Planning

Figure: SCM Solutions Implementation Service Costs ? Production Planning

Table: SCM Solutions Implementation Service Costs - Inventory Management

Figure: SCM Solutions Implementation Service Costs ? Inventory Management

Table: SCM Solutions Implementation Service Costs - Logistics

Figure: SCM Solutions Implementation Service Costs ? Logistics

Table: SCM Solutions Annual Operation Service Costs - Demand Forecast

Figure: SCM Solutions Annual Operation Service Cost ? Demand Forecast

Table: SCM Solutions Annual Operation Service Costs - Production Planning

Figure: SCM Solutions Annual Operation Service Cost ? Production Planning

Table: SCM Solutions Annual Operation Service Costs - Inventory Management

Figure: SCM Solutions Annual Operation Service Cost ? Inventory Management

Table: SCM Solutions Annual Operation Service Cost - Logistics

Figure: SCM Solutions Annual Operation Service Cost ? Logistics

SCM Usage History

Table: SCM Usage History

Figure: SCM Usage History

SCM Implementation Time

Table: SCM Implementation Time

Figure: SCM Implementation Time

SCM Implementation Method

Table: SCM Implementation Method - Demand Forecast

Figure: SCM Implementation Method ? Demand Forecast

Table: SCM Implementation Method - Production Planning

Figure: SCM Implementation Method ? Production Planning

Table: SCM Implementation Method - Inventory Management

Figure: SCM Implementation Method ? Inventory Management

Table: SCM Implementation Method - Logistics

Figure: SCM Implementation Method ? Logistics

SCM Customization Methods

Table: SCM Customization Method - Demand Forecast

Figure: SCM Customization Method ? Demand Forecast

Table: SCM Customization Method - Production Planning

Figure: SCM Customization Method ? Production Planning

Table: SCM Customization Method - Inventory Management

Figure: SCM Customization Method ? Inventory Management

Table: SCM Customization Method - Logistics

Figure: SCM Customization Method ? Logistics

Changes in SCM Investment Value

Table: SCM Investment Value Changes - Demand Forecast

Figure: SCM Investment Value Changes ? Demand Forecast

Table: SCM Investment Value Changes - Production Planning

Figure: SCM Investment Value Changes ? Production Planning

Table: SCM Investment Value Changes - Inventory Management

Figure: SCM Investment Value Changes ? Inventory Management

Table: SCM Investment Value Changes - Logistics

Figure: SCM Investment Value Changes ? Logistics

Measuring the Effectiveness of SCM

Table: SCM Effectiveness Measurement

Figure: SCM Effectiveness Measurement

SCM Service Vendor Selection Criteria

Table: SCM Software Selection Criteria - Demand Forecast

Figure: SCM Software Selection Criteria ? Demand Forecast

Table: SCM Software Selection Criteria - Production Planning

Figure: SCM Software Selection Criteria ? Production Planning

Table: SCM Software Selection Criteria - Inventory Management

Figure: SCM Software Selection Criteria ? Inventory Management

Table: SCM Software Selection Criteria - Logistics

Figure: SCM Software Selection Criteria ? Logistics

SCM Solutions Implementation Objectives

Table: SCM Solutions Implementation Objectives - Demand Forecast

Figure: SCM Solutions Implementation Objectives ? Demand Forecast

Table: SCM Solutions Implementation Objectives - Production Planning

Figure: SCM Solutions Implementation Objectives ? Production Planning

Table: SCM Solutions Implementation Objectives - Inventory Management

Figure: SCM Solutions Implementation Objectives ? Inventory Management

Table: SCM Solutions Implementation Objectives - Logistics

Figure: SCM Solutions Implementation Objectives ? Logistics

Effectiveness of Implementing SCM Solutions

Table: SCM Solutions Implementation Effectiveness - Demand Forecast

Figure: SCM Solutions Implementation Effectiveness ? Demand Forecast

Table: SCM Solutions Implementation Effectiveness - Production Planning

Figure: SCM Solutions Implementation Effectiveness ? Production Planning

Table: SCM Solutions Implementation Effectiveness - Inventory Management

Figure: SCM Solutions Implementation Effectiveness ? Inventory Management

Table: SCM Solutions Implementation Effectiveness - Logistics

Figure: SCM Solutions Implementation Effectiveness ? Logistics

Issues Faced During SCM Solutions Implementation

Table: Issues Faced During SCM Solutions Implementation

Figure: Issues Faced During SCM Solutions Implementation

Issues Faced After SCM Solutions Implementation

Table: Issues Faced After SCM Solutions Implementation

Figure: Issues Faced After SCM Solutions Implementation

On-Demand SCM Deployment Landscape

Table: SCM On-Demand Deployment Landscape - Demand Forecast

Figure: SCM On-Demand Deployment Landscape ? Demand Forecast

Table: SCM On-Demand Deployment Landscape - Production Planning

Figure: SCM On-Demand Deployment Landscape ? Production Planning

Table: SCM On-Demand Deployment Landscape - Inventory Management

Figure: SCM On-Demand Deployment Landscape ? Inventory Management

Table: SCM On-Demand Deployment Landscape - Logistics

Figure: SCM On-Demand Deployment Landscape ? Logistics

Future Outlook

Forecast

Essential Guidance

Actions to Consider

Learn More

Related Research

Definitions

CRM

ERM

SCM

Synopsis

Abstract

This IDC study explores the CRM, ERM, and SCM deployment landscapes based on the results of a user survey, IT Solutions User Survey, conducted by IDC in January 2007. The implementation rates of CRM, ERM, and SCM are found to be 12.5%, 29.1%, and 14.9% respectively. Companies that plan to implement within two years account for 2.6%, 3.9% and 2.9% of the survey sample respectively. An increasing number of companies are implementing CRM, ERM, and SCM through the use of packaged software. On the whole, however, investments in IT solutions have been somewhat flat. Users are now more circumspect in undertaking investments. Rather than implementing large-scale projects, they tend to pinpoint the solutions they require and leverage packaged software.

Judging from the current implementation rates, there are still a lot of opportunities to be uncovered in the IT solutions market in the form of add-on and replacement needs among new and existing customers. To maintain growth, however, it is necessary for solution vendors to demonstrate their commitment to user companies in the long term. To do so, they should "strengthen services related to version upgrade and migration, provide products and services through flexible pricing systems, and create systems for partner development," observes Tomoko Akagi, group manager, Software, IDC Japan.

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