Category: CRM

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CRM

NICE Positioned As Industry Leader Across All Three Contact Center Categories in destinationCRM’s 2022 Industry Leadership Awards – Business Wire

HOBOKEN, N.J.–(BUSINESS WIRE)–NICE (Nasdaq: NICE) today announced that it has been recognized by destinationCRM’s 2022 CRM Industry Leadership Awards as a top five finalist across three major categories addressing technology and service excellence to the contact center industry. These three awards categories include Best Contact Center Interaction Analytics, Best Contact Center Infrastructure, and Best Workforce Optimization/Engagement Management (WFO/WEM).

destinationCRM/CRM Magazine’s Industry Leader Awards highlight the top technology vendors in customer service, marketing, and sales, covering enterprise and midmarket/small business CRM suites, contact center infrastructure, contact center analytics, marketing automation, salesforce automation, customer data platforms, business intelligence, workforce optimization, and contact center outsourcing, based on feedback from leading industry analysts and consultants.

“Our leadership positioning across all three core contact center disciplines further demonstrates NICE’s commitment to seamless customer experience. With our comprehensive CXone platform built on data and analytics, NICE is delivering on the Customer Experience interactions (CXi) story, offering complete connected and intelligent experiences that flow,” said Barak Eilam, CEO, NICE.

In highlighting NICE’s strengths in the “Best Contact Center Infrastructure” category, Sheila McGee-Smith, founder and principal analyst of McGee-Smith Analytics, stated, “CXone is a full suite of applications that work on a common platform, including one with increasing importance: robotic process automation.” McGee-Smith added that the individual applications within the suite “are best-in-class.”

Referencing NICE’s position in the “Best Contact Center Interaction Analytics Category,” destinationCRM.com noted, “Since buying Nexidia in 2016, NICE has expanded what was already a powerful solution set. And now the company is rolling much of that technology into its CXone cloud contact center suite. With the addition of Enlighten AI, companies can analyze every moment of every interaction to identify behaviors that drive good experiences for customers and agents.” According to Dick Bucci, founder and chief analyst at Pelorus Research, he sees “NICE offering greater customer value from the unification of analytics, performance management, and workforce management.”

Addressing NICE’s third award, “Best Workforce Optimization/Engagement Management (WFO/WEM),” McGee-Smith stated that NICE “delivers a great best-of-breed solution that works with any contact center solution,” adding that NICE “delivers the best suite of WEM solutions as part of a broader customer experience platform, CXone.” Explained Bucci, “There are no gaps in the NICE WFO product line. In fact, NICE has expanded the traditional WFO product family to include suites for journey orchestration, automation, and CX analytics.” Bucci sees even more value coming to NICE customers “from the unification of analytics, performance management, and workforce management.”

About destinationCRM.com

destinationCRM.com is dedicated to providing Customer Relationship Management product and service information in a timely manner to connect decision makers and CRM industry providers now and into the future.

About NICE

With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction. www.nice.com

Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.

Forward-Looking Statements

This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Eilam, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the “Company”). In some cases, such forward-looking statements can be identified by terms such as “believe,” “expect,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “plan,” “estimate,” or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; changes in technology and market requirements; decline in demand for the Company’s products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company’s reports filed from time to time with the SEC, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.

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CRM

Real Estate CRM Software Market Size | Growth | Future Trends | Key Factors | Share | Demand | Key Players and Opportunities by Forecast 2028 – The C-Drone Review – The C-Drone Review

New Jersey, U.S. – the worldwide Real Estate CRM Software  is predicted to grow at a major pace, reports Market Research Intellect. Its latest analysis report, titled “Global Real Estate CRM Software Insights, Forecast to 2028“. offers a novel purpose of read regarding the worldwide market. Analysts believe that the dynamical consumption patterns are expected to own a good influence on the market. For a short summary of the worldwide Real Estate CRM Software , the analysis report provides associate government outline. It explains the assorted factors that kind a vital component of the market. It includes the definition and therefore the scope of the market with an in depth rationalization of the market drivers, opportunities, restraints, and threats.

Both leading and rising players of the worldwide Real Estate CRM Software  are comprehensively checked out within the report. The analysts authoring the report deeply studied every and each side of the business of key players in operation within the international Real Estate CRM Software . within the company identification section, the report offers thoroughgoing company identification of all the players lined. The players ar studied on the premise of various factors like market share, growth methods, new product launch, recent developments, future plans, revenue, ratio, sales, capacity, production, and products portfolio.

Click the link to get a Sample Copy of the Report: https://www.marketresearchintellect.com/download-sample/?rid=190201 

The Global Real Estate CRM Software market is split into segments supported type, end-use business, and application. By pattern the growth among the numerous segments to be told regarding the assorted growth variables projected to be gift throughout the business, you will vogue numerous techniques to assist uncover vital application areas and conjointly the variations in your target markets. whereas assessing the market competition among the planet Real Estate CRM Software market, we’ve a bent to took into account each company’s distinctive outline, business description, product portfolio, key financials, etc.

Key Players Mentioned in the Real Estate CRM Software Market Research Report:

Key Players:

  • Pipedrive
  • Zoho Crm
  • Bitrix24
  • Planplus Online
  • Boomtown
  • Kw Team Leads
  • Magna Computer
  • Propertybase
  • Ixact Contact Solutions
  • Top Producer Systems

Segment by Types:

Segment by Applications:

  • Small Business
  • Midsize Enterprise
  • Large Enterprise
  • Other

Get | Discount On The Purchase Of This Report @ https://www.marketresearchintellect.com/ask-for-discount/?rid=190201 

Real Estate CRM Software  Market Report Scope: 

Report Attribute Details
Market size available for years 2022 – 2028
Base year considered 2021
Historical data 2018 – 2021
Forecast Period 2022 – 2028
Quantitative units Revenue in USD million and CAGR from 2022 to 2028
Segments Covered Types, Applications, End-Users, and more.
Report Coverage Revenue Forecast, Company Ranking, Competitive Landscape, Growth Factors, and Trends
Regional Scope North America, Europe, Asia Pacific, Latin America, Middle East and Africa
Customization scope Free report customization (equivalent up to 8 analysts working days) with purchase. Addition or alteration to country, regional & segment scope.
Pricing and purchase options Avail of customized purchase options to meet your exact research needs. Explore purchaseoptions

Regions Are covered By Real Estate CRM Software Market Report 2022 To 2028

For a comprehensive understanding of market dynamics, the global Real Estate CRM Software market is analyzed across key geographies namely: North America (United States, Canada, and Mexico), Europe (Germany, France, UK, Russia, and Italy), Asia-Pacific (China, Japan, Korea, India, and Southeast Asia), South America (Brazil, Argentina, and Colombia), Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria, and South Africa). Each of these regions is analyzed on the basis of market findings across major countries in these regions for a macro-level understanding of the market.

For More Information or Query or Customization Before Buying, Visit: https://www.marketresearchintellect.com/product/global-real-estate-crm-software-market-size-and-forecast/

Reasons Why You Ought To Get This Report:

It’s a competitive state of affairs to alter that gives analysis.

By providing advised call – creating, the corporate provides analytical knowledge along side strategic designing methodology for analysis.

Researchers throw lightweight on the dynamics of the market, like drivers,restraints, trends and opportunities.

We maintain variety of relationships in our business profile with the native analytical Real Estate CRM Software we offer.

Provides analysis of the Real Estate CRM Software .

There square measure major product segments that assist you know it.

It provides an outsized quantity of information regarding the trend factors that may have an effect on the progress of the Real Estate CRM Software .

Table of Contents:

Introduction of the worldwide Real Estate CRM Software Market

– summary of the Market

– Scope of Report

– Assumptions

Executive outline

Research Methodology of Market Research Intellect

– data processing

– Validation

– Primary Interviews

– List of information Sources

Global Real Estate CRM Software Market Outlook

– Overview

– Market Dynamics

– Drivers

– Restraints

– Opportunities

– Porters 5 Force Model

– Worth Chain Analysis

Global Real Estate CRM Software Market, By Product

Global Real Estate CRM Software Market, By Application

Global Real Estate CRM Software Market, By earth science

– North America

– Europe

– Asia Pacific

– remainder of the planet

Global Real Estate CRM Software Market Competitive Landscape

– Overview

– Company Market Ranking

– Key Development methods

Company Profiles

Appendix

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About Us: Market Research Intellect

Market Research Intellect provides syndicated and customized research reports to clients from various industries and organizations with the aim of delivering functional expertise. We provide reports for all industries including Energy, Technology, Manufacturing and Construction, Chemicals and Materials, Food and Beverage, and more. These reports deliver an in-depth study of the market with industry analysis, the market value for regions and countries, and trends that are pertinent to the industry.  

Contact Us:
Mr. Steven Fernandes
Market Research Intellect
New Jersey (USA)
Tel: +1-650-781-4080
Website: –https://www.marketresearchintellect.com/

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CRM

LiveChat Launches OpenWidget – Destination CRM

LiveChat, a provider of online business communication tools, today launched OpenWidget, an online application that enables online shops to support visitors.

LiveChat’s OpenWidget lets business owners add sections on their websites with the following:

  • Contact forms that allow website visitors to send email questions.
  • Product cards promoting the best shop deals. Each product card consists of an image, description, and a button that is linked to a product page.
  • FAQ sections providing self-help for visitors.

E-commerce businesses can install OpenWidget in a few clicks by copying the ready-made code and pasting it into their website HTML. Installing the application is also possible on e-commerce platforms, including Shopify, Squarespace, or WooCommerce. Customization allows business owners to match the widget with their website style to deliver a consistent brand experience.

“LiveChat’s mission is to help people and businesses communicate better, and OpenWidget moves it forward,” said Filip Jaskólski, chief product officer of LiveChat, in a statement. “We plan to adjust the tool for different industries, and we aim it will become a distribution platform for our own products.”

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CRM docs

Understanding the 3 types of CRM systems – TechTarget

The right customer relationship management software can help organizations communicate with customers and foster a healthy, long-lasting relationship.

However, before purchasing CRM software, an organization must understand the differences between the three main types — operational, analytical and collaborative — and how to determine which is the right choice.

3 types of CRM software systems

A CRM system manages and analyzes customer data and interactions to improve customer service, aid in retention and drive sales growth. Over time, the number of tools and functions of a CRM system has expanded to cover every period in the customer lifecycle. But how does an organization know which of the three types of CRM system is right for it?

The three types of CRM systems include the following:

  • Operational CRM streamlines the various processes for customer relationships and helps apply them to the central business process. Operational CRM helps companies generate leads, convert leads into contacts and provide service infrastructure needed to retain customers.
  • Analytical CRM enables organizations to better understand the data gathered on customers and their interactions with the business. It’s a key resource for turning large amounts of data into actionable insights.
  • Collaborative CRM bridges the gap between teams and departments to share information and create a seamless customer experience.

Operational CRM systems

An operational CRM system is the most common type and covers the broadest range of functions. It blends all business processes, such as customer service, marketing and sales, into one within a company. Its primary goal is to help streamline business operations, centralize customer interactions and sales, marketing processes, and service and support efforts in one place. Further, it stores information on customers, leads and employees using a shared platform to better support existing and potential customers.

A CRM system manages and analyzes customer data and interactions to improve customer service, aid in retention and drive sales growth.

An operational CRM system captures customer details and uses them to provide service across the customer lifecycle, including marketing, sales and service automation.

  • Marketing automation. While marketing activities help businesses communicate information about their products and services to their existing and potential customer base, automation aims to find the best way to offer products and approach potential customers using campaign management modules. Marketing automation also helps businesses decide on effective channels — email, phone calls, ads on social media and more — to target potential customers.
  • Sales automation. Sales automation organizes information to help businesses meet customers’ needs and increase sales more efficiently and effectively. It includes various CRM sales modules such as lead management, contact management and sales forecasting.
  • Service automation. This component is the connection point between service reps or teams and customers. Its functionality covers many things, including setting up inboxes that aggregate customer emails, coordinating live chats and setting up chatbots. Further, service automation provides ways to delegate service tasks to reps via ticketing systems and can include knowledge base or FAQ pages as additional features.

Pros and cons of operational CRM systems

An operational CRM can improve organizational efficiency leading to improved processes, internal cohesion and overall customer satisfaction. However, as with each type of CRM, it is dependent on proper data entry to achieve its full effect, which can be a time-consuming process — especially for small or mid-sized organizations.

When to use an operational CRM system

Operational CRM systems are ideal for helping teams work better to understand customers through the capture and nurture of customer relationships and improve the perception of customers and sales for the company.

Examples of operational CRM systems

  • Mailchimp positions its platform as marketing CRM software for small businesses. The system aims to help organizations get to know their audience through their platform and find new ways to market them.
  • HubSpot combines its marketing, sales, service and CMS hubs into HubSpot CRM, a platform to align internal teams, pull meaningful insights and report on growth opportunities. Furthermore, HubSpot has integrations to facilitate marketing, sales and service processes. 

The three types of CRM systems are operational, analytical and collaborative.

Analytical CRM

The primary goal of analytical CRM is to leverage customer data into trends and actionable insights the organization can use to improve the customer experience. Data from an analytical CRM can include customer preferences, channels, touchpoints, trends, forecasting and more.

Pros and cons of an analytical CRM system

Analytical CRM systems excel at helping organizations parse large amounts of data and develop strategies to develop new leads, increase customer retention and create efficiencies for the sales and marketing departments.

However, while analytical CRM systems can help understand a large amount of data, they can also be more technical and difficult to understand without dedicated staff. Additionally, the insights gleaned from the data are only as good as the data entered, and inconsistent entries can skew the results.

When to use an analytical CRM system

Analytical CRM systems are best for mid-size and large organizations that gather large amounts of data and want to distill that data into trends and insights.

Examples of analytical CRM systems

Many analytical CRM systems exist, but two standout options include the following:

  • Salesforce CRM Analytics, a part of Salesforce CRM, is an application that helps visualize what’s happening in an organization’s Salesforce environment with dashboards, graphs and other data visualization.
  • Zendesk Explore is a reporting and analytics software in the broader Zendesk toolkit. It pulls in data from support and services options to help organizations measure and improve the customer experience.

Collaborative CRM systems

A collaborative CRM, also known as strategic CRM, enables different teams or functional areas in an organization to share customer data. The result is that everyone uses the same knowledge base about the customers to make decisions, creating a holistic approach to managing customer relationships. While operational CRM tools often focus on marketing and sales, collaborative CRM systems focus primarily on customer service.

A collaborative CRM system has two components: interaction and channel management. 

  • Interaction management tracks the touchpoints between a business and its customers through various communication channels. Interaction management helps the organization manage and keep track of each exchange to ensure customers are not over-communicated.
  • Channel management uses the information gathered from interaction management to help identify the best communication channel to use for a particular customer.

Pros and cons of a collaborative CRM system

This type of CRM system strives to improve the information shared between the sales, marketing and customer support departments. Because these teams work separately, a collaborative CRM tool can help break down those silos to address customer needs and manage customer relationships effectively.

However, given this system’s interdependent, collaborative nature, it’s essential to use it correctly. Otherwise, the connection between touchpoints could break down, and the customer experience will suffer.

When to use a collaborative CRM system

Organizations that operate across multiple locations or work in siloed teams can use a collaborative CRM system to streamline how they gather customer information and communicate with them.

Examples of collaborative CRM systems

  • Microsoft Dynamics 365 is a suite of tools for business processes that are ideally suited for B2B organizations.
  • Copper is a collaborative CRM system for small businesses that integrates with Google Workspace. Customer data is stored in a single location, allowing everyone in the organization to use a central hub to access customer data.
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CRM docs

Yieldmo Partners with IRIS.TV – Destination CRM

Yieldmo, an advertising exchange, has partnered with IRIS.TV, providers of a data platform for video to increase adoption of contextually enriched connected TV. This partnership offering includes omnichannel contextual curation to buyers across CTV, online video, and display advertising from leading independent data companies.

This partnership will introduce Yieldmo’s Smart Signals and Smart Data Curation to CTV and omnichannel video deal-based packaging. The partnership will also support curation via IRIS.TV data partners, such as Oracle Advertising, Kerv, Pixability, and more, enabling contextual and brand safety targeting options from leading independent CTV data companies.

“This partnership is an important next step in demonstrating the way contextual and brand safety tools can overlap to enhance the media buying experience on CTV,” said Jeremy Steinberg, Yieldmo’s chief revenue officer and general manager of exchange, in a statement. “For years, Yieldmo has been building its ability to use combinations of smart signals and behaviors to predict an outcome and then optimize the campaign toward the inventory that meets those outcomes. We’re excited to bring these same smart capabilities to new environments like CTV and beyond.”

“Yieldmo’s AI capabilities and contextual data reveal high-value and high-performing inventory to advertisers. IRIS.TV ingests and normalizes video-level content data by assigning each video with an anonymized IRIS_ID, which acts as a content identifier for videos that supports various planning, targeting, verification, and measurement use cases,” said Field Garthwaite, CEO and co-founder of IRIS.TV, in a statement. “We are excited to partner with Yieldmo to integrate our technology in their smart exchange.”

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CRM

Alpha Resources – Creating and Certifying Reference Materials like AR147 Oxygen and Sulfur in Copper CRM for Your Lab’s Needs – Lab Manager Magazine

Eliminate manufacturer bias

Rather than relying on a single analyzer or analyzer brand, Alpha Resources utilizes multiple analyzers from various OEMs (original equipment manufacturers), to eliminate any potential manufacturer bias.

Enhanced precision and accuracy

Accredited to ISO 17025 and 17034, with a strong record of precision and accuracy, Alpha Resources takes additional measures to provide certified values with minimal bias and expanded confidence limits.

Robust, certified reference materials

A multinational reference approach paves the way toward traceability to provide customers a more robust certified reference material applicable for international comparisons.

Reliable validation

In using reference materials from various National Metrology Institutes, Alpha offers validation that better serves labs with international needs and can offer not just a standard deviation or one sigma deviation (68 percent level of confidence), but the expanded or two sigma deviation (95 percent level of confidence) for uncertainty.

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CRM docs

Infinity Stone supplies 150kg pegmatite sample from Galaxy to be processed into CRM – Stockhead

Infinity Stone Ventures will soon have lithium reference material from its Galaxy pegmatite project in Quebec available for calibration of assay and testing equipment.

The company has contracted LGC Standards to process a 150kg bulk sample of pegmatite material it recently recovered from a high priority target at the project into Certified Reference Material (CRM), which is used as reference samples by labs globally.

“We are very pleased to be working with a leading producer of CRMs in the processing of pegmatite material from our Galaxy project,” chief executive officer Zayn Kalyan said.

“LGC Standards is internationally recognized and has a wide network of customers and partners that are potential end-users of reference samples produced from the Galaxy bulk sample.”

Galaxy pegmatite project

Infinity Stone Ventures recently expanded the land position of its Galaxy Lithium project near Mont Laurier, Quebec, to the north by staking 36 claims covering 2,114 hectares.

This area, which extended the project by about 10km along the western edge of Lac Petawaga, was established by its September 2022 exploration program to be prospective for lithium-caesium-tantalum pegmatites.

The recent field reconnaissance has identified extensive outcropping of coarse-crystalline pegmatite dikes while multiple samples have been sent for assay.

Current activity includes further sampling, trenching and blasting of the 30 identified pegmatites.

This article was developed in collaboration with Infinity Stone Ventures, a Stockhead advertiser at the time of publishing.

This article does not constitute financial product advice. You should consider obtaining independent advice before making any financial decisions.

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CRM

Global Customer Relationship Management (CRM) Software Market to Reach US$123.8 Billion by the Year 2027 – GlobeNewswire

New York, May 11, 2022 (GLOBE NEWSWIRE) — Reportlinker.com announces the release of the report “Global Customer Relationship Management (CRM) Software Industry” – https://www.reportlinker.com/p01921270/?utm_source=GNW
– Online interactive peer-to-peer collaborative bespoke updates
– Access to our digital archives and MarketGlass Research Platform
– Complimentary updates for one yearGlobal Customer Relationship Management (CRM) Software Market to Reach US$123.8 Billion by the Year 2027

– Amid the COVID-19 crisis, the global market for Customer Relationship Management (CRM) Software estimated at US$55.3 Billion in the year 2020, is projected to reach a revised size of US$123.8 Billion by 2027, growing at a CAGR of 12.2% over the period 2020-2027.SMEs, one of the segments analyzed in the report, is projected to grow at a 15.8% CAGR to reach US$58 Billion by the end of the analysis period. After an early analysis of the business implications of the pandemic and its induced economic crisis, growth in the Large Enterprises segment is readjusted to a revised 9.6% CAGR for the next 7-year period. This segment currently accounts for a 62.5% share of the global Customer Relationship Management (CRM) Software market.

– The U.S. Accounts for Over 49.6% of Global Market Size in 2020, While China is Forecast to Grow at a 17.2% CAGR for the Period of 2020-2027

– The Customer Relationship Management (CRM) Software market in the U.S. is estimated at US$27.4 Billion in the year 2020. The country currently accounts for a 49.63% share in the global market. China, the world second largest economy, is forecast to reach an estimated market size of US$11.3 Billion in the year 2027 trailing a CAGR of 17.2% through 2027. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at 10.2% and 11.3% respectively over the 2020-2027 period. Within Europe, Germany is forecast to grow at approximately 10.8% CAGR while Rest of European market (as defined in the study) will reach US$11.3 Billion by the year 2027.

– Select Competitors (Total 428 Featured) Acoustic, L.P. Adobe Systems Incorporated Concentrix Corporation Huawei Technologies Co., Ltd. HubSpot, Inc. Infor Global Solutions, Inc. Microsoft Corporation NICE Ltd. Oracle Corporation Pegasystems Inc. Salesforce.com, Inc. SAP SE SAS Institute Inc. SugarCRM Inc. The Sage Group Plc Verint Systems, Inc. Zendesk, Inc. Zoho Corporation Pvt. Ltd.

Read the full report: https://www.reportlinker.com/p01921270/?utm_source=GNW

I. METHODOLOGY

II. EXECUTIVE SUMMARY

1. MARKET OVERVIEW
Impact of COVID-19 Pandemic and Looming Global Recession
2020 Marked as a Year of Disruption & Transformation
As the Race between the Virus & Vaccines Intensifies, Where is
the World Economy Headed?
EXHIBIT 1: World Economic Growth Projections (Real GDP, Annual
% Change) for 2020 through 2022
Pandemic-Led Changes in Business Operations Necessitate
Optimization of CRM Solutions
CRM Helps Businesses Manage the COVID-19 Crisis
CRM Remains an Important Tool for Businesses During the COVID-
19 Pandemic
Competitive Landscape
EXHIBIT 2: Customer Relationship Management (CRM) Software –
Global Key Competitors Percentage Market Share in 2022 (E)
EXHIBIT 3: CRM Marketing Software Market Breakdown of Revenues
by Leading Vendors for 2022 (E)
EXHIBIT 4: CRM Sales Software Market Breakdown of Revenues by
Leading Vendors for 2022 (E)
Competitive Market Presence – Strong/Active/Niche/Trivial for
74 Players Worldwide in 2022 (E)
An Introduction to Customer Relationship Management (CRM)
Evolution of CRM
Types of CRM
Deployment Options in CRM
On-Premise CRM
Software-as-a-Service (SaaS) CRM
Benefits of CRM Strategy
Disadvantages of CRM Implementations
CRM Application in Select End-Use Sectors
CRM Ecosystem
CRM Emerges as an Effective Approach to Create and Maintain
Strong Customer Relations
CRM Software: The Key Enabler of Efficient CRM Strategy
Customer-Centric Operations Drives Increased Spending on CRM
Software
Developed Regions Lead, Developing Economies Poised for Strong
Future Growth
World Brands
Recent Market Activity

2. FOCUS ON SELECT PLAYERS

3. MARKET TRENDS & DRIVERS
Traditional CRM Software Gives Way to New Age Software Solutions
CRM Trends Set to Drive Innovations in the CRM Software Market
Smarter CRM Based on AI
CRM with Conversational UI and Voice Recognition
Advancements in Process Automation
Data Integration
Integration of IoT Devices Benefitting the CRM
Blockchain: Potential to Enhance Transparency & Security
Hyper Individualization
Ongoing Expansion of the CRM Platform Market
Social CRM Continues to Witness Growth
Enhanced Mobility for CRM Software
CRM to Gain a Thorough Understanding of Customer Behavior
Connecting Every Business Aspect to CRM
Every Team Relying on CRM Tools
Growing Role of CRM in Customer Experience
Emergence of Channel-less CRM
Self-Service CRM is Expected to Become a Norm
CRM for Freelancers and Solo Entrepreneurs
Sophisticated CRM can Prevent Tech Stack Fatigue
CRM Automates Business Workflows
Usability
AI and Machine Learning Poised to Transform CRM Software
Marketspace
EXHIBIT 5: AI Adoption Presents Opportunities to Reduce Costs:
Cost Savings through AI Adoption in CRM in the US for 2017,
2019 and 2021
AI Integration with CRM Presents Opportunities
IoT & Blockchain, the Two Key Game Changer Technologies for CRM
Growing Role of Big Data in CRM
Social CRM: The Next Sought After Functionality in CRM Software
Market
EXHIBIT 6: Social Media Penetration Worldwide: % of Active
Users Compared to Total Population for 2022E
EXHIBIT 7: Social Media Users Penetration (in %) by Generation
Mobile CRM Continues to Gain Momentum
Rising Adoption of Mobile Devices and Developments in Mobile
Internet Fuels Take Mobile CRM Software Market
EXHIBIT 8: Worldwide Shipments of Smartphones, Tablets, and
Laptops (in Million Units) for the Years 2019, 2021 and 2023
EXHIBIT 9: Adoption Rate of Smartphones as a % of Total
Population: 2016-2021
EXHIBIT 10: Global Number of Mobile Subscribers (In Billion)
for Years 2018 Through 2023
Customer Service and Support Continues to Lead the Global CRM
Software Market
Rising Importance of CRM in Enhancing Customer Experience
EXHIBIT 11: Customer Reaction to Poor Customer Experience: %
Breakdown of Customers by Type of Reaction to Negative
Experience
Marketing: The High Growth Application Market for CRM Software
EXHIBIT 12: Email Marketing Emerges as a Preferred Marketing
Tool: % of Companies Looking to Increase Spending on Marketing
Programs
Cloud Technology Optimally Positioned to Deliver CRM Software
On-Demand
Cloud-based SaaS CRM: Playing a Vital Part in Enabling Low-Cost
CRM Strategy
CRM Technology Advancements Present Tremendous Potential to
Improve Business Operations
Sales Force Automation Software: The Traditional Revenue
Contributor
Rising Prominence of CRM Software for E-Commerce Businesses
EXHIBIT 13: Global B2C E-Commerce Sales in US$ Trillion for the
Years 2019, 2020, 2021, 2022, 2023, 2024, and 2025
EXHIBIT 14: Retail M-Commerce Sales as % of Retail E-commerce
Sales Worldwide for the Years 2016, 2018, 2020 & 2022
Top CRM Software for E-Commerce Sector: 2018
CRM Software Gains Prominence in Life Sciences Sector
Pharmaceutical CRM: Increasing Number of Pharma Companies Drive
Growth
Healthcare CRM Market Poised for Growth
SMEs: The Most Lucrative Consumer Cluster for SaaS CRM
CRM Outsourcing Essential for Large-Scale Client Management Needs
CRM Analytics Help Organizations Make Faster Decisions
Banking & Financial Services Enterprises Prioritize CRM Adoption
Insurance Agencies Seek CRM Capability for Effective Collaboration
Retail Sector Drives Significant Gains in the CRM Market
Key Issues & Challenges Confronting CRM Software Market

4. GLOBAL MARKET PERSPECTIVE
Table 1: World Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Geographic
Region – USA, Canada, Japan, China, Europe, Asia-Pacific, Latin
America, Middle East and Africa Markets – Independent Analysis
of Annual Revenues in US$ Thousand for Years 2020 through 2027
and % CAGR

Table 2: World Historic Review for Customer Relationship
Management (CRM) Software by Geographic Region – USA, Canada,
Japan, China, Europe, Asia-Pacific, Latin America, Middle East
and Africa Markets – Independent Analysis of Annual Revenues in
US$ Thousand for Years 2012 through 2019 and % CAGR

Table 3: World 15-Year Perspective for Customer Relationship
Management (CRM) Software by Geographic Region – Percentage
Breakdown of Value Revenues for USA, Canada, Japan, China,
Europe, Asia-Pacific, Latin America, Middle East and Africa
Markets for Years 2012, 2021 & 2027

Table 4: World Recent Past, Current & Future Analysis for SMEs
by Geographic Region – USA, Canada, Japan, China, Europe,
Asia-Pacific, Latin America, Middle East and Africa Markets –
Independent Analysis of Annual Revenues in US$ Thousand for
Years 2020 through 2027 and % CAGR

Table 5: World Historic Review for SMEs by Geographic Region –
USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America,
Middle East and Africa Markets – Independent Analysis of Annual
Revenues in US$ Thousand for Years 2012 through 2019 and % CAGR

Table 6: World 15-Year Perspective for SMEs by Geographic
Region – Percentage Breakdown of Value Revenues for USA,
Canada, Japan, China, Europe, Asia-Pacific, Latin America,
Middle East and Africa for Years 2012, 2021 & 2027

Table 7: World Recent Past, Current & Future Analysis for Large
Enterprises by Geographic Region – USA, Canada, Japan, China,
Europe, Asia-Pacific, Latin America, Middle East and Africa
Markets – Independent Analysis of Annual Revenues in US$
Thousand for Years 2020 through 2027 and % CAGR

Table 8: World Historic Review for Large Enterprises by
Geographic Region – USA, Canada, Japan, China, Europe,
Asia-Pacific, Latin America, Middle East and Africa Markets –
Independent Analysis of Annual Revenues in US$ Thousand for
Years 2012 through 2019 and % CAGR

Table 9: World 15-Year Perspective for Large Enterprises by
Geographic Region – Percentage Breakdown of Value Revenues for
USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America,
Middle East and Africa for Years 2012, 2021 & 2027

Table 10: World Recent Past, Current & Future Analysis for
Cloud by Geographic Region – USA, Canada, Japan, China, Europe,
Asia-Pacific, Latin America, Middle East and Africa Markets –
Independent Analysis of Annual Revenues in US$ Thousand for
Years 2020 through 2027 and % CAGR

Table 11: World Historic Review for Cloud by Geographic Region –
USA, Canada, Japan, China, Europe, Asia-Pacific, Latin
America, Middle East and Africa Markets – Independent Analysis
of Annual Revenues in US$ Thousand for Years 2012 through 2019
and % CAGR

Table 12: World 15-Year Perspective for Cloud by Geographic
Region – Percentage Breakdown of Value Revenues for USA,
Canada, Japan, China, Europe, Asia-Pacific, Latin America,
Middle East and Africa for Years 2012, 2021 & 2027

Table 13: World Recent Past, Current & Future Analysis for
On-Premise by Geographic Region – USA, Canada, Japan, China,
Europe, Asia-Pacific, Latin America, Middle East and Africa
Markets – Independent Analysis of Annual Revenues in US$
Thousand for Years 2020 through 2027 and % CAGR

Table 14: World Historic Review for On-Premise by Geographic
Region – USA, Canada, Japan, China, Europe, Asia-Pacific, Latin
America, Middle East and Africa Markets – Independent Analysis
of Annual Revenues in US$ Thousand for Years 2012 through 2019
and % CAGR

Table 15: World 15-Year Perspective for On-Premise by
Geographic Region – Percentage Breakdown of Value Revenues for
USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America,
Middle East and Africa for Years 2012, 2021 & 2027

Table 16: World Recent Past, Current & Future Analysis for
Sales by Geographic Region – USA, Canada, Japan, China, Europe,
Asia-Pacific, Latin America, Middle East and Africa Markets –
Independent Analysis of Annual Revenues in US$ Thousand for
Years 2020 through 2027 and % CAGR

Table 17: World Historic Review for Sales by Geographic Region –
USA, Canada, Japan, China, Europe, Asia-Pacific, Latin
America, Middle East and Africa Markets – Independent Analysis
of Annual Revenues in US$ Thousand for Years 2012 through 2019
and % CAGR

Table 18: World 15-Year Perspective for Sales by Geographic
Region – Percentage Breakdown of Value Revenues for USA,
Canada, Japan, China, Europe, Asia-Pacific, Latin America,
Middle East and Africa for Years 2012, 2021 & 2027

Table 19: World Recent Past, Current & Future Analysis for
Marketing by Geographic Region – USA, Canada, Japan, China,
Europe, Asia-Pacific, Latin America, Middle East and Africa
Markets – Independent Analysis of Annual Revenues in US$
Thousand for Years 2020 through 2027 and % CAGR

Table 20: World Historic Review for Marketing by Geographic
Region – USA, Canada, Japan, China, Europe, Asia-Pacific, Latin
America, Middle East and Africa Markets – Independent Analysis
of Annual Revenues in US$ Thousand for Years 2012 through 2019
and % CAGR

Table 21: World 15-Year Perspective for Marketing by Geographic
Region – Percentage Breakdown of Value Revenues for USA,
Canada, Japan, China, Europe, Asia-Pacific, Latin America,
Middle East and Africa for Years 2012, 2021 & 2027

Table 22: World Recent Past, Current & Future Analysis for
Manufacturing by Geographic Region – USA, Canada, Japan, China,
Europe, Asia-Pacific, Latin America, Middle East and Africa
Markets – Independent Analysis of Annual Revenues in US$
Thousand for Years 2020 through 2027 and % CAGR

Table 23: World Historic Review for Manufacturing by Geographic
Region – USA, Canada, Japan, China, Europe, Asia-Pacific, Latin
America, Middle East and Africa Markets – Independent Analysis
of Annual Revenues in US$ Thousand for Years 2012 through 2019
and % CAGR

Table 24: World 15-Year Perspective for Manufacturing by
Geographic Region – Percentage Breakdown of Value Revenues for
USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America,
Middle East and Africa for Years 2012, 2021 & 2027

Table 25: World Recent Past, Current & Future Analysis for
Customer Service by Geographic Region – USA, Canada, Japan,
China, Europe, Asia-Pacific, Latin America, Middle East and
Africa Markets – Independent Analysis of Annual Revenues in US$
Thousand for Years 2020 through 2027 and % CAGR

Table 26: World Historic Review for Customer Service by
Geographic Region – USA, Canada, Japan, China, Europe,
Asia-Pacific, Latin America, Middle East and Africa Markets –
Independent Analysis of Annual Revenues in US$ Thousand for
Years 2012 through 2019 and % CAGR

Table 27: World 15-Year Perspective for Customer Service by
Geographic Region – Percentage Breakdown of Value Revenues for
USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America,
Middle East and Africa for Years 2012, 2021 & 2027

Table 28: World Recent Past, Current & Future Analysis for
Social Networking by Geographic Region – USA, Canada, Japan,
China, Europe, Asia-Pacific, Latin America, Middle East and
Africa Markets – Independent Analysis of Annual Revenues in US$
Thousand for Years 2020 through 2027 and % CAGR

Table 29: World Historic Review for Social Networking by
Geographic Region – USA, Canada, Japan, China, Europe,
Asia-Pacific, Latin America, Middle East and Africa Markets –
Independent Analysis of Annual Revenues in US$ Thousand for
Years 2012 through 2019 and % CAGR

Table 30: World 15-Year Perspective for Social Networking by
Geographic Region – Percentage Breakdown of Value Revenues for
USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America,
Middle East and Africa for Years 2012, 2021 & 2027

Table 31: World Recent Past, Current & Future Analysis for
Supply Chain by Geographic Region – USA, Canada, Japan, China,
Europe, Asia-Pacific, Latin America, Middle East and Africa
Markets – Independent Analysis of Annual Revenues in US$
Thousand for Years 2020 through 2027 and % CAGR

Table 32: World Historic Review for Supply Chain by Geographic
Region – USA, Canada, Japan, China, Europe, Asia-Pacific, Latin
America, Middle East and Africa Markets – Independent Analysis
of Annual Revenues in US$ Thousand for Years 2012 through 2019
and % CAGR

Table 33: World 15-Year Perspective for Supply Chain by
Geographic Region – Percentage Breakdown of Value Revenues for
USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America,
Middle East and Africa for Years 2012, 2021 & 2027

Table 34: World Recent Past, Current & Future Analysis for
Distribution by Geographic Region – USA, Canada, Japan, China,
Europe, Asia-Pacific, Latin America, Middle East and Africa
Markets – Independent Analysis of Annual Revenues in US$
Thousand for Years 2020 through 2027 and % CAGR

Table 35: World Historic Review for Distribution by Geographic
Region – USA, Canada, Japan, China, Europe, Asia-Pacific, Latin
America, Middle East and Africa Markets – Independent Analysis
of Annual Revenues in US$ Thousand for Years 2012 through 2019
and % CAGR

Table 36: World 15-Year Perspective for Distribution by
Geographic Region – Percentage Breakdown of Value Revenues for
USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America,
Middle East and Africa for Years 2012, 2021 & 2027

Table 37: World Recent Past, Current & Future Analysis for
Other Applications by Geographic Region – USA, Canada, Japan,
China, Europe, Asia-Pacific, Latin America, Middle East and
Africa Markets – Independent Analysis of Annual Revenues in US$
Thousand for Years 2020 through 2027 and % CAGR

Table 38: World Historic Review for Other Applications by
Geographic Region – USA, Canada, Japan, China, Europe,
Asia-Pacific, Latin America, Middle East and Africa Markets –
Independent Analysis of Annual Revenues in US$ Thousand for
Years 2012 through 2019 and % CAGR

Table 39: World 15-Year Perspective for Other Applications by
Geographic Region – Percentage Breakdown of Value Revenues for
USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America,
Middle East and Africa for Years 2012, 2021 & 2027

III. MARKET ANALYSIS

UNITED STATES
Customer Relationship Management (CRM) Software Market Presence –
Strong/Active/Niche/Trivial – Key Competitors in United
States for 2022 (E)
Market Overview
Mobile CRM Continues to Make Healthy Gains
US Real Estate Enterprises Prefer CRM
CRM Software Comes Handy to Treatment Centers
Market Analytics
Table 40: USA Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Organization
Size – SMEs and Large Enterprises – Independent Analysis of
Annual Revenues in US$ Thousand for the Years 2020 through 2027
and % CAGR

Table 41: USA Historic Review for Customer Relationship
Management (CRM) Software by Organization Size – SMEs and Large
Enterprises Markets – Independent Analysis of Annual Revenues
in US$ Thousand for Years 2012 through 2019 and % CAGR

Table 42: USA 15-Year Perspective for Customer Relationship
Management (CRM) Software by Organization Size – Percentage
Breakdown of Value Revenues for SMEs and Large Enterprises for
the Years 2012, 2021 & 2027

Table 43: USA Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Deployment –
Cloud and On-Premise – Independent Analysis of Annual Revenues
in US$ Thousand for the Years 2020 through 2027 and % CAGR

Table 44: USA Historic Review for Customer Relationship
Management (CRM) Software by Deployment – Cloud and On-Premise
Markets – Independent Analysis of Annual Revenues in US$
Thousand for Years 2012 through 2019 and % CAGR

Table 45: USA 15-Year Perspective for Customer Relationship
Management (CRM) Software by Deployment – Percentage Breakdown
of Value Revenues for Cloud and On-Premise for the Years 2012,
2021 & 2027

Table 46: USA Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Application –
Sales, Marketing, Manufacturing, Customer Service, Social
Networking, Supply Chain, Distribution and Other Applications –
Independent Analysis of Annual Revenues in US$ Thousand for the
Years 2020 through 2027 and % CAGR

Table 47: USA Historic Review for Customer Relationship
Management (CRM) Software by Application – Sales, Marketing,
Manufacturing, Customer Service, Social Networking, Supply
Chain, Distribution and Other Applications Markets –
Independent Analysis of Annual Revenues in US$ Thousand for
Years 2012 through 2019 and % CAGR

Table 48: USA 15-Year Perspective for Customer Relationship
Management (CRM) Software by Application – Percentage Breakdown
of Value Revenues for Sales, Marketing, Manufacturing, Customer
Service, Social Networking, Supply Chain, Distribution and
Other Applications for the Years 2012, 2021 & 2027

CANADA
Table 49: Canada Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Organization
Size – SMEs and Large Enterprises – Independent Analysis of
Annual Revenues in US$ Thousand for the Years 2020 through 2027
and % CAGR

Table 50: Canada Historic Review for Customer Relationship
Management (CRM) Software by Organization Size – SMEs and Large
Enterprises Markets – Independent Analysis of Annual Revenues
in US$ Thousand for Years 2012 through 2019 and % CAGR

Table 51: Canada 15-Year Perspective for Customer Relationship
Management (CRM) Software by Organization Size – Percentage
Breakdown of Value Revenues for SMEs and Large Enterprises for
the Years 2012, 2021 & 2027

Table 52: Canada Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Deployment –
Cloud and On-Premise – Independent Analysis of Annual Revenues
in US$ Thousand for the Years 2020 through 2027 and % CAGR

Table 53: Canada Historic Review for Customer Relationship
Management (CRM) Software by Deployment – Cloud and On-Premise
Markets – Independent Analysis of Annual Revenues in US$
Thousand for Years 2012 through 2019 and % CAGR

Table 54: Canada 15-Year Perspective for Customer Relationship
Management (CRM) Software by Deployment – Percentage Breakdown
of Value Revenues for Cloud and On-Premise for the Years 2012,
2021 & 2027

Table 55: Canada Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Application –
Sales, Marketing, Manufacturing, Customer Service, Social
Networking, Supply Chain, Distribution and Other Applications –
Independent Analysis of Annual Revenues in US$ Thousand for the
Years 2020 through 2027 and % CAGR

Table 56: Canada Historic Review for Customer Relationship
Management (CRM) Software by Application – Sales, Marketing,
Manufacturing, Customer Service, Social Networking, Supply
Chain, Distribution and Other Applications Markets –
Independent Analysis of Annual Revenues in US$ Thousand for
Years 2012 through 2019 and % CAGR

Table 57: Canada 15-Year Perspective for Customer Relationship
Management (CRM) Software by Application – Percentage Breakdown
of Value Revenues for Sales, Marketing, Manufacturing, Customer
Service, Social Networking, Supply Chain, Distribution and
Other Applications for the Years 2012, 2021 & 2027

JAPAN
Table 58: Japan Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Organization
Size – SMEs and Large Enterprises – Independent Analysis of
Annual Revenues in US$ Thousand for the Years 2020 through 2027
and % CAGR

Table 59: Japan Historic Review for Customer Relationship
Management (CRM) Software by Organization Size – SMEs and Large
Enterprises Markets – Independent Analysis of Annual Revenues
in US$ Thousand for Years 2012 through 2019 and % CAGR

Table 60: Japan 15-Year Perspective for Customer Relationship
Management (CRM) Software by Organization Size – Percentage
Breakdown of Value Revenues for SMEs and Large Enterprises for
the Years 2012, 2021 & 2027

Table 61: Japan Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Deployment –
Cloud and On-Premise – Independent Analysis of Annual Revenues
in US$ Thousand for the Years 2020 through 2027 and % CAGR

Table 62: Japan Historic Review for Customer Relationship
Management (CRM) Software by Deployment – Cloud and On-Premise
Markets – Independent Analysis of Annual Revenues in US$
Thousand for Years 2012 through 2019 and % CAGR

Table 63: Japan 15-Year Perspective for Customer Relationship
Management (CRM) Software by Deployment – Percentage Breakdown
of Value Revenues for Cloud and On-Premise for the Years 2012,
2021 & 2027

Table 64: Japan Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Application –
Sales, Marketing, Manufacturing, Customer Service, Social
Networking, Supply Chain, Distribution and Other Applications –
Independent Analysis of Annual Revenues in US$ Thousand for the
Years 2020 through 2027 and % CAGR

Table 65: Japan Historic Review for Customer Relationship
Management (CRM) Software by Application – Sales, Marketing,
Manufacturing, Customer Service, Social Networking, Supply
Chain, Distribution and Other Applications Markets –
Independent Analysis of Annual Revenues in US$ Thousand for
Years 2012 through 2019 and % CAGR

Table 66: Japan 15-Year Perspective for Customer Relationship
Management (CRM) Software by Application – Percentage Breakdown
of Value Revenues for Sales, Marketing, Manufacturing, Customer
Service, Social Networking, Supply Chain, Distribution and
Other Applications for the Years 2012, 2021 & 2027

CHINA
Market Overview
Market Analytics
Table 67: China Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Organization
Size – SMEs and Large Enterprises – Independent Analysis of
Annual Revenues in US$ Thousand for the Years 2020 through 2027
and % CAGR

Table 68: China Historic Review for Customer Relationship
Management (CRM) Software by Organization Size – SMEs and Large
Enterprises Markets – Independent Analysis of Annual Revenues
in US$ Thousand for Years 2012 through 2019 and % CAGR

Table 69: China 15-Year Perspective for Customer Relationship
Management (CRM) Software by Organization Size – Percentage
Breakdown of Value Revenues for SMEs and Large Enterprises for
the Years 2012, 2021 & 2027

Table 70: China Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Deployment –
Cloud and On-Premise – Independent Analysis of Annual Revenues
in US$ Thousand for the Years 2020 through 2027 and % CAGR

Table 71: China Historic Review for Customer Relationship
Management (CRM) Software by Deployment – Cloud and On-Premise
Markets – Independent Analysis of Annual Revenues in US$
Thousand for Years 2012 through 2019 and % CAGR

Table 72: China 15-Year Perspective for Customer Relationship
Management (CRM) Software by Deployment – Percentage Breakdown
of Value Revenues for Cloud and On-Premise for the Years 2012,
2021 & 2027

Table 73: China Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Application –
Sales, Marketing, Manufacturing, Customer Service, Social
Networking, Supply Chain, Distribution and Other Applications –
Independent Analysis of Annual Revenues in US$ Thousand for the
Years 2020 through 2027 and % CAGR

Table 74: China Historic Review for Customer Relationship
Management (CRM) Software by Application – Sales, Marketing,
Manufacturing, Customer Service, Social Networking, Supply
Chain, Distribution and Other Applications Markets –
Independent Analysis of Annual Revenues in US$ Thousand for
Years 2012 through 2019 and % CAGR

Table 75: China 15-Year Perspective for Customer Relationship
Management (CRM) Software by Application – Percentage Breakdown
of Value Revenues for Sales, Marketing, Manufacturing, Customer
Service, Social Networking, Supply Chain, Distribution and
Other Applications for the Years 2012, 2021 & 2027

EUROPE
Customer Relationship Management (CRM) Software Market Presence –
Strong/Active/Niche/Trivial – Key Competitors in Europe for
2022 (E)
Market Analytics
Table 76: Europe Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Geographic
Region – France, Germany, Italy, UK, Spain, Russia and Rest of
Europe Markets – Independent Analysis of Annual Revenues in US$
Thousand for Years 2020 through 2027 and % CAGR

Table 77: Europe Historic Review for Customer Relationship
Management (CRM) Software by Geographic Region – France,
Germany, Italy, UK, Spain, Russia and Rest of Europe Markets –
Independent Analysis of Annual Revenues in US$ Thousand for
Years 2012 through 2019 and % CAGR

Table 78: Europe 15-Year Perspective for Customer Relationship
Management (CRM) Software by Geographic Region – Percentage
Breakdown of Value Revenues for France, Germany, Italy, UK,
Spain, Russia and Rest of Europe Markets for Years 2012, 2021 &
2027

Table 79: Europe Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Organization
Size – SMEs and Large Enterprises – Independent Analysis of
Annual Revenues in US$ Thousand for the Years 2020 through 2027
and % CAGR

Table 80: Europe Historic Review for Customer Relationship
Management (CRM) Software by Organization Size – SMEs and Large
Enterprises Markets – Independent Analysis of Annual Revenues
in US$ Thousand for Years 2012 through 2019 and % CAGR

Table 81: Europe 15-Year Perspective for Customer Relationship
Management (CRM) Software by Organization Size – Percentage
Breakdown of Value Revenues for SMEs and Large Enterprises for
the Years 2012, 2021 & 2027

Table 82: Europe Recent Past, Current & Future Analysis for
Customer Relationship Management (CRM) Software by Deployment –
Cloud and On-Premise – Independent Analysis of Annual Revenues
in US$ Thousand for the Years 2020 through 2027 and % CAGR

Table 83: Europe Historic Review for Customer Relationship
Management (CRM) Software by Deployment – Cloud and On-Premise
Markets – Independent Analysis of Annual Revenues in US$
Thousand for Years 2012 through 2019 and % CAGR

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					CRM				

			


			
On CRM: Yes, Salesforce Really Did Just Introduce A “Groundbreaking” CRM Feature…Except For One Thing – Forbes

		


			

		


		
	





	


		


			
(Photo by Smith Collection/Gado/Getty Images)


Getty Images


Salesforce has taken a big leap forward in solving what is one of the biggest problems facing its CRM customers: bringing together data from multiple sources – both externally and its own products – in such a way that it can be acted on very quickly.


The company just released a new product called Genie and it’s being called “groundbreaking.” 


What it does is create a “lake” or repository of data so that a company can bring to in information from anywhere – including Slack, Service Cloud, Finance Cloud, or an outside ERP, e-commerce and point of sale system – and then tag this data in such a way that it can then leverage AI and workflows that can be used pretty much instantly.


For example, a customer is irate and his complaints are entered into a service management system. That data comes into the “lake” and instantly triggers a freeze on any promotional messages that may further irritate the customer. A patient comes into a hospital emergency room and her latest prescriptions, medical orders and history from her doctor and pharmacy are accessible by the attending physician. An inventory item becomes out of stock in an ecommerce platform and messaging gets immediately sent to purchasing, with the prospective customer’s record flagged for follow-up.


No delays. It all happens real time and Genie can enable a company’s CRM system to adapt to new data both as it comes in (transactional) and based on what’s already there. It’s also shared across the company so all team members are on the same page.


“Salesforce Genie stores all this data using a lakehouse architecture,” writes Sanjna Parulekar on the company’s blog. “This makes it easier to categorize and classify the array of unstructured data that businesses rely on – such as medical records – which have historically been messier to deal with.”


Love it. Except it’s not going to be of interest to my CRM clients. Why? Because Genie (like Salesforce) is a product for big companies.


It’s being targeted at banks, insurance companies, healthcare organizations, car makers and giant e-commerce platforms. Genie is great, but just imagine the endless amount of time it will take to not only create these amazing integrations but troubleshoot, upgrade, migrate and further develop and support the platform to deliver accurate results with a high level of reliability. And then imagine the endless amount of time it will require to create all the AI and workflows and automation that will use this information – and adapt to it as the information changes. 


Sounds like a pretty big job and I’m betting it will require full time attention by an experienced Salesforce administrator just to accomplish. And – no secret – these people don’t come cheap. None of my clients can afford this. But for a big company a few extra hundred grand could potentially turn into millions of new revenues. So why not go for it?


Salesforce wouldn’t deny this either. They know their market and their market is big corporate implementations. That’s the clear intention of Genie. Even the testimonials on the platform’s launch site includes praises from the likes of the Chief Digital & Marketing Officer of L’Oréal and the Global CMO of Ford. These are not small companies. But it makes sense. Salesforce has to continue to create these kinds of offerings so that they can meet the needs of this market. 


But what about smaller companies? They have the same needs too. But they don’t have the same budgets. I’m thinking of one client of mine – a mere 100 employees – that struggles to get their arms around data in their financial, order entry, inventory and CRM systems, which are all separate and a mess. They would absolutely love Genie. But c’mon…they can’t afford Salesforce or Genie or the full time person that would be needed to make all this magic happen. They’re not willing to gamble those hundreds of thousands of dollars so easily. So what do they do? They shrug and they struggle. And they wait for this technology to be available for the masses with less of an investment.


I think someday that will happen. But for now, the groundbreaking Genie will only be enjoyed by those able to truly afford it.


		


	


	

		
		


			

		


		
	


	






	



	


		
			

				
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IBM Launches Business Analytics Enterprise to Break Down Data Silos and Streamline Planning and Analytics – Destination CRM

		


			

		


		
	





	


		


			
IBM today released Business Analytics Enterprise, a software suite to help enterprises break down data and analytics silos. It includes business intelligence planning, budgeting, reporting, forecasting, and dashboard capabilities and provides a complete view of data sources across the entire business.


Along with IBM Planning Analytics with Watson and IBM Cognos Analytics with Watson, this suite also includes a new IBM Analytics Content Hub that helps streamline how users discover and access analytics and planning tools from multiple vendors in a single, personalized dashboard view.


IBM Analytics Content Hub also features algorithms that can recommend role-based content to help users surface new stories, reports, and dashboards from across the organization and then analyzes usage patterns to recommend content that aligns with specific interests.


IBM also updated IBM Cognos Analytics with Watson, an AI-powered business intelligence solution, with integration capabilities and enhanced forecasting that allows users to consider multiple factors and seasons in their trend predictions. Additionally, IBM Planning Analytics with Watson, an AI-powered solution that helps streamline financial and operational planning, is expected to be available on Amazon Werb Services later this year.




“Businesses today are trying to become more data-driven than ever as they navigate the unexpected in the face of supply chain disruptions, labor and skills shortages, and regulatory changes,” said Dinesh Nirmal, general manager of data, AI, and automation at IBM, in a statement. “But to truly be data-driven, organizations need to be able to provide their different teams with more comprehensive access to analytics tools and a more complete picture of their business data without jeopardizing their compliance, security, or privacy programs. IBM Business Analytics Enterprise offers a way to bring together analytics tools in a single view, regardless of which vendor it comes from or where the data resides.”


“We’ve been using IBM Cognos Analytics with Watson for well over a decade now to support decision-making of all kinds across our business. We frequently use it in conjunction with other business intelligence tools, and one challenge was that those tools were always standing side-by-side with no connection between them and the data was separated,” Bernd Oerthle, head of analytics reporting and infrastructure at ALH Gruppe, a finance and insurance company in Germany, said in a statement. “With the new IBM Analytics Content Hub, we plan to connect internal stakeholders to multiple different BI solutions for easy access to self-service data, enabling better support for our end customers.”