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Social Customer Relationship Management (CRM) Market by Solution (Social Monitoring, Social Listening, Social Mapping, Social Measurements, Social Engagement, Social Middleware), by Deployment (Hosted, On Premise) – Global Forecasts to 2019

Social Customer Relationship Management (CRM) Market by Solution (Social Monitoring, Social Listening, Social Mapping, Social Measurements, Social Engagement, Social Middleware), by Deployment (Hosted, On Premise) – Global Forecasts to 2019

Advancements in Social CRM have made it faster, reachable and have also brought in vital information on business analytics. Enterprises are adopting social CRM as an additional channel in the overall CRM software solutions. Social CRM refers to a social layer on top of tradition CRM software solutions; these solutions provide enterprises with several advantages including increased transparency, better communication of business ideas and information, flexibility and performance. Major forces driving this market are the rising focus on customer engagement, emerging SMEs, social platforms and the recognition of sharing ideas on a real time basis. Enterprises are coming up with solutions for Social Monitoring, Social Listening, Social Middleware, Social Management and Social Measurement for providing the best in class customer experience to the customers. Today, CRM is not limited only for increasing sales and improving marketing activities, but to bring in more customer engagement with the enterprises.

There is a surging need for enterprises to opt for solutions such as Social Monitoring, Social Listening, Social Middleware, Social Management and Social Measurement for increasing customer engagements. The North American market is expected to lead the market share for social CRM. In the longer term, the Asia Pacific market is expected to have increased social CRM adoption. This is largely due to the fact that SMEs in the region are growing at a rapid rate.

Cloud adoption among enterprises is also forcing CRM solution providers to opt for hosted deployments for software across various verticals. While the recent rush was along verticals such as financial services, insurance, telecom and retail, the future is going to be positive for other verticals as well. The increase in market share of hosted CRM is directly credited to the increase in its value proposition.

The overall global social CRM market is expected be $2.22 billion in 2014 and forecasted to be $17.92 billion by 2019 with a compound annual growth rate (CAGR) of 51.9% for 2014 to 2019.


  • INTRODUCTION
    • OBJECTIVES OF THE STUDY
    • MARKET DEFINITION
    • MARKET SCOPE
      • MARKETS COVERED
      • YEARS CONSIDERED
      • LIMITATIONS
    • CURRENCY
    • STAKEHOLDERS
  • RESEARCH METHODOLOGY
    • MARKET SIZE ESTIMATION
    • MARKET BREAKDOWN AND DATA TRIANGULATION
    • MARKET SHARE ESTIMATION
      • KEY DATA FROM SECONDARY SOURCES
      • KEY DATA FROM PRIMARY SOURCES
    • ASSUMPTIONS
  • EXECUTIVE SUMMARY
    • Table SOCIAL CRM MARKET SIZE AND GROWTH, 2012-2019 ($MILLION, Y-O-Y %)
  • PREMIUM INSIGHTS
    • GLOBAL SOCIAL CRM MARKET SCENARIO
    • SOCIAL CRM MARKET: TOP THREE SOLUTION SEGMENTS
    • PRODUCT GROWTH MATRIX
    • LIFECYCLE ANALYSIS, BY REGION, 2014
    • CHASM PLOT
    • GO-TO-MARKET STRATEGY
    • ADOPTION ROADMAPS
    • APAC SOCIAL CRM MARKET BY INDUSTRY
  • MARKET OVERVIEW
    • INTRODUCTION
    • MARKET SEGMENTATION
    • MARKET DYNAMICS
      • DRIVERS
        • Table FOCUS ON CUSTOMER ENGAGEMENT IS PROPELLING THE GROWTH OF THE SOCIAL CRM MARKET
      • RESTRAINTS
        • Table SECURITY AND PRIVACY CONCERNS ARE THE MAJOR OBSTACLES HAMPERING THE GROWTH OF THE SOCIAL CRM MARKET
      • OPPORTUNITIES
        • Table INCREASING BYOD ADOPTION PROVIDES SIGNIFICANT OPPORTUNITY FOR VENDORS IN THE SOCIAL CRM MARKET
      • CHALLENGES
        • Table SIFTING THROUGH THE OVERLOAD OF INFORMATION IS A MAJOR CHALLENGE FOR THE SOCIAL CRM MARKET
  • INDUSTRY TRENDS
    • VALUE CHAIN ANALYSIS
    • PORTER'S FIVE FORCES ANALYSIS
      • THREAT OF NEW ENTRANTS
      • THREAT OF SUBSTITUTES
      • BARGAINING POWER OF SUPPLIERS
      • BARGAINING POWER OF BUYERS
      • INTENSITY OF RIVALRY
  • SOCIAL CRM MARKET ANALYSIS, BY APPLICATION
    • INTRODUCTION
      • Table GLOBAL SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012-2019 ($MILLION)
    • CUSTOMER SERVICE AND SUPPORT
      • Table CUSTOMER SERVICE AND SUPPORT: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
      • Table CUSTOMER SERVICE AND SUPPORT: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012-2019 ($MILLION)
      • Table CUSTOMER SERVICE AND SUPPORT: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT, 2012-2019 ($MILLION)
    • MARKETING
      • Table MARKETING: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
      • Table MARKETING: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012-2019 ($MILLION)
      • Table MARKETING: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT, 2012-2019, ($MILLION)
    • SALES
      • Table SALES: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
      • Table SALES: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012-2019 ($MILLION)
      • Table SALES: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT, 2012-2019 ($MILLION)
    • OTHERS (INNOVATIONS, COLLABORATIONS, CUSTOMER EXPERIENCE)
      • Table OTHERS: SOCIAL CRM MARKET SIZE, BY TYPE, 2012-2019 ($MILLION)
      • Table OTHERS: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
      • Table OTHERS: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2014-2019 ($MILLION)
      • Table OTHERS: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT, 2012-2019 ($BILLION)
  • SOCIAL CRM MARKET ANALYSIS, BY SOLUTION
    • INTRODUCTION
      • Table SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
    • SOCIAL MONITORING AND SOCIAL LISTENING
      • Table SOCIAL MONITORING AND SOCIAL LISTENING: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012-2019 ($MILLION)
      • Table SOCIAL MONITORING AND SOCIAL LISTENING: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
    • SOCIAL MAPPING
      • Table SOCIAL MAPPING: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012-2019 ($MILLION)
      • Table SOCIAL MAPPING: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
    • SOCIAL MIDDLEWARE
      • Table SOCIAL MIDDLEWARE: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012-2019 ($MILLION)
      • Table SOCIAL MIDDLEWARE: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
    • SOCIAL MANAGEMENT
      • Table SOCIAL MANAGEMENT: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012-2019 ($MILLION)
      • Table SOCIAL MANAGEMENT: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
    • SOCIAL MEASUREMENT
      • Table SOCIAL MEASUREMENT: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012-2019 ($MILLION)
      • Table SOCIAL MEASUREMENT: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
  • SOCIAL CRM MARKET ANALYSIS, BY DEPLOYMENT MODE
    • INTRODUCTION
      • Table SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012-2019 ($MILLION)
    • HOSTED
      • Table HOSTED DEPLOYMENT: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
      • Table HOSTED DEPLOYMENT: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012-2019 ($MILLION)
    • ON-PREMISES
      • Table ON-PREMISES DEPLOYMENT: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
      • Table ON-PREMISES DEPLOYMENT: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012-2019 ($MILLION)
  • SOCIAL CRM MARKET ANALYSIS, BY END USER
    • INTRODUCTION
      • Table SOCIAL CRM MARKET SIZE, BY END USER, 2012-2019 ($MILLION)
    • SMALL AND MEDIUM BUSINESSES (SMBS)
      • Table SMB: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
      • Table SMB: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
    • ENTERPRISES
      • Table ENTERPRISE: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
      • Table ENTERPRISE: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
  • SOCIAL CRM MARKET ANALYSIS, BY VERTICAL
    • INTRODUCTION
      • Table SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012-2019 ($MILLION)
    • ACADEMIA AND GOVERNMENT
      • Table ACADEMIA AND GOVERNMENT: SOCIAL CRM MARKET, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
      • Table ACADEMIA AND GOVERNMENT: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
    • AUTOMOTIVE, TRANSPORTATION, AND LOGISTICS
      • Table AUTOMOTIVE, TRANSPORTATION AND LOGISTICS: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
      • Table AUTOMOTIVE, TRANSPORTATION AND LOGISTICS: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
    • BANKING , FINANCIAL SERVICES, AND INSURANCE (BFSI)
      • Table BFSI: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
      • Table BFSI: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
    • CONSUMER GOODS AND RETAIL
      • Table CONSUMER GOODS AND RETAIL: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
      • Table CONSUMER GOODS AND RETAIL: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
    • ENERGY, POWER, AND UTILITIES
      • Table ENERGY, POWER, AND UTILITIES: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
      • Table ENERGY, POWER, AND UTILITIES: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
    • HEALTHCARE
      • Table HEALTHCARE: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
      • Table HEALTHCARE: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
    • MANUFACTURING
      • Table MANUFACTURING: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
      • Table MANUFACTURING: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
    • TELECOM AND IT
      • Table TELECOM AND IT: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
      • Table TELECOM AND IT: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
    • OTHER VERTICALS
      • Table OTHER VERTICALS: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
      • Table OTHER VERTICALS: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
  • GEOGRAPHIC ANALYSIS
    • INTRODUCTION
      • Table SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
    • NORTH AMERICA (NA)
      • Table NA: SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012-2019 ($MILLION)
      • Table NA: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
    • EUROPE
      • Table EUROPE: SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012-2019 ($MILLION)
      • Table EUROPE: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
    • LATIN AMERICA (LA)
      • Table LA: SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012-2019 ($MILLION)
      • Table LA: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
    • ASIA-PACIFIC (APAC)
      • Table APAC: SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012-2019 ($MILLION)
      • Table APAC: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
    • MIDDLE EAST AND AFRICA (MEA)
      • Table MEA: SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012-2019 ($MILLION)
      • Table MEA: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
  • COMPETITIVE LANDSCAPE
    • OVERVIEW
    • PRODUCT PORTFOLIO COMPARISON
    • COMPETITIVE SITUATION AND TRENDS
    • MERGERS AND ACQUISITIONS
      • Table MERGERS AND ACQUISITIONS, 2011-2014
    • NEW PRODUCT LAUNCHES
      • Table NEW PRODUCT LAUNCHES, 2011-2014
    • PARTNERSHIPS, AGREEMENTS, JOINT VENTURES, AND COLLABORATIONS
      • Table PARTNERSHIPS, AGREEMENTS, JOINT VENTURES, AND COLLABORATIONS, 2011-2014
    • EXPANSIONS
      • Table EXPANSIONS, 2011-2014
  • COMPANY PROFILES
    • INTRODUCTION
    • IBM
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES
      • KEY STRATEGIES
      • SWOT ANALYSIS: IBM
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • JIVE SOFTWARE
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES
      • KEY STRATEGIES
      • SWOT ANALYSIS: JIVE SOFTWARE
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • LITHIUM
      • BUSINESS OVERVIEW
      • PRODUCTS
      • KEY STRATEGIES
      • SWOT ANALYSIS: LITHIUM TECHNOLOGIES
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • ORACLE
      • BUSINESS OVERVIEW
      • PRODUCTS
      • KEY STRATEGIES
      • SWOT ANALYSIS: ORACLE
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • SALESFORCE
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES
      • KEY STRATEGIES
      • SWOT ANALYSIS: SALESFORCE
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • MICROSOFT
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES
      • KEY STRATEGIES
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • NETSUITE
      • OVERVIEW
      • PRODUCTS
      • KEY STRATEGIES
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • PEGASYSTEMS
      • BUSINESS OVERVIEW
      • PRODUCTS
      • KEY STRATEGIES
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • SAP
      • BUSINESS OVERVIEW
      • PRODUCTS
      • KEY STRATEGIES
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • SUGARCRM
      • BUSINESS OVERVIEW
      • PRODUCTS
      • KEY STRATEGIES
      • RECENT DEVELOPMENTS
      • MNM VIEW
  • APPENDIX
    • INDUSTRY EXPERTS
    • DISCUSSION GUIDE
    • INTRODUCING RT: REAL TIME MARKET INTELLIGENCE
    • AVAILABLE CUSTOMIZATIONS
    • RELATED REPORTS

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