Analysis of International CRM Market Trends in 2005
2004/11/02
Suppliers in the global CRM market provide CRM application kits made from operations, analytical and collaborative capabilities to help company management and optimize their customer relationships. Specifically, the CRM kit allows the company to manage customer-related information and data; automation across sales, marketing and service front-end office business processes; optimize cross-channel customer transaction and interaction; and understand and respond to customer behavior patterns. The CRM market has been separated from the high growth period and is in the stage of continuing to consolidate. When CRMs in many functional areas (such as sales automation, marketing campaign) are already mature, the current CRM architecture and technology are still in an evolution cycle that will last for many years and began to support service-oriented architectures supported by web services. .
Between 2005, it is difficult to obtain the status quo of significant value from the prior art investment, and the driver company will reassign the initial goal of the upcoming CRM project in accordance with their business strategy. Next, traditional applications at the end of the lifecycle will stimulate the company to upgrade to the next generation of CRM architecture. As of 2006, CRM migration will become a strategy of mainstream companies, and supported by industry-specific products, service-oriented architecture, integrated frameworks and clear value topics. Next, 15% of the world's 2000 companies will move towards the ultimate form of CRM, successfully implement the concept of customer lifecycle management into their business practices.
According to Meta Group Recently, the Spectrum Evaluation of Commercial CRM Applications, for AMDOCS ClarifyCRM 12.5, E.PIPHANY E.6, KANA ICARE 8.0, Onyx Enterprise CRM 5.0, Oracle CRM 11.5.10, PeopleSoft Enterprise CRM 8.9, Pivotal CRM 5.0, MySAP CRM 4.0 and Siebel 7.7 A total of 9 commercial software vendors' product assessment is that Siebel is still the leader in the CRM application suite market. Siebel demonstrates its consistent advantages in multiple core domains: vision / strategy, positioning share, ecosystem investment strategy, feature / function depth, and vertical industry coverage. PeopleSoft, SAP and Oracle are still as a competing challenger of Siebel, but in fact, the competition target between them is the second place. Other suppliers are located in the challengers in the challengers like Amdocs, Kana, E.PIPHANY, INYX, Pivotal. The ERP giant People, SAP, and Oracle are at a higher level in the field of challengers. Oracle and SAP have been significantly improved for their CRM products, and crossing a positive market milestone, which has improved in the share and comprehensive manifestations. PeopleSoft still achieved good results under market pressure. AMDOCS continues to improve the integration between the CRM and the backend call center for the target industry. Leaders in the mid-range market and Pivotal must continue to improve their score, and further develop brand awareness, which can be victorious in the growing mid-market capacity. In the 2004 spectrum assessment report, due to KANA returned to the challenger quadrant, no market followers.
However, online CRM systems, including Salesforce.com, outlined in small and medium-sized enterprises, and threatened the market cornerstone of several large vendors such as Siebel, because dozens of companies in the world's top 500 have chosen Salesforce.com and deploy A global branch. Siebel's response is the market that has allocated IBM and introduces crmondemand.com and Salesforce.com competition online CRM "software, service" market. Success.com successful "No Software" marketing strategy has achieved amazing performance in just a few years, with 11,000 customers in the world and maintain rapid growth. With the white heat of the CRM market, the open source of SugarCRM, Compiere ERP & CRM, etc., is also a leader in the mid-range market of Onyx, Pivotal in the balance between function and price. SugarCRM provides an open source CRM product, and Compiere provides an open source integrated ERP CRM system, and their maturity has made great progress due to the large number of developers of the community. SugarCRM's number of customers has received more than 100 deployment sites in the 6 months of the product. Compiere ERP & CRM has exceeded 750,000 times, according to incomplete statistics, the company's Compiere deployment site in SMEs has exceeded 4,000. In 2005, Siebel's revenue may maintain the current level, but the profit margin may have a certain decline, especially the product of the passive battle strategy of crmondemand.com leads to a sharp decline in sales. The market share of PeopleSoft, SAP, and Oracle may continue, on the one hand, the total market is still growing in medium speed, and the competition from mid-end vendors has made their CRM revenue and profit growth amplitude similar to Siebel. Salesforce.com may continue to maintain a rapid growth momentum, and its product line is easy to deploy, customizen, flexible and globalization, in Europe, the Asia-Pacific region may form a large pressure on local manufacturers. In terms of open source, SugarCRM software has a road to globalization, and the competitive advantage of Compiere ERP & CRM is to easily upgrade to a complete ERP CRM system after enterprise uses customizable CRM, without data migration. Get the functional characteristics of the mid-end ERP and CRM level at a very low cost.
In the next few years, the impact of online leased CRM systems to traditional CRM software is undoubtedly the most striking. Can Salesforce.com beat Siebel's crmondemand.com depends on whether Siebel can adjust its high-end positioning in SME IT decision makers. Another change is that the Open source ERP and CRM solution are increasingly mature, and SugarCRM may capture a small number of market share in the low-end CRM market, and the Compiere ERP & CRM solution will be in the mid-ERP and CRM market with its mature and free killer. Continue to grow.
