CRM Market by Application, Deployment, and Geography - Forecast and Analysis 2023-2027

Published: Feb 2023 Pages: 174 SKU: IRTNTR71224

The customer relationship management (CRM) market is estimated to grow at a CAGR of 10.16% between 2022 and 2027. The size of the market is forecast to increase by USD 54.4 billion. The growth of the market depends on several factors, including the increasing adoption of CRM by SMEs, the increasing adoption of cloud-based offerings, and the focus on customer engagement.

This customer relationship management (CRM) market report extensively covers market segmentation by application (service and support CRM, sales CRM, marketing CRM software, and e-commerce software CRM), deployment (saas and on-premise), and geography (North America, Europe, APAC, South America, and Middle East and Africa). It also includes an in-depth analysis of drivers, trends, and challenges. Furthermore, the report includes historic market data from 2017 to 2021.

What will be the Size of the Customer Relationship Management (CRM) Market During the Forecast Period?

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Customer Relationship Management (CRM) Market: Key Drivers, Trends, Challenges, and Customer Landscape

The focus on customer engagement are notably driving the market growth, although factors such as the data security concerns may impede the market growth. Our researchers analyzed the data with 2022 as the base year, along with the key drivers, trends, and challenges. A holistic analysis of drivers will help companies refine their marketing strategies to gain a competitive advantage.

Key CRM Market Driver

A focus on customer retention is a key factor behind the growth of the global CRM market. Businesses are increasingly focused on retaining customers and building long-term relationships with them. This helps extend the customer lifecycle and allows businesses to generate revenue through the resale of their products/services. This saves marketing costs and creates trust among consumers. A CRM helps you communicate your latest offers to both existing and potential customers.

Moreover, businesses can resolve day-to-day customer issues using CRM. This saves cost and time for the organization and considerably improves customer engagement. Major organizations are using CRM to improve customer engagement, which, in turn, improves sales and helps to build the brand. Companies are increasingly concerned about customer satisfaction rates, which have a large impact on the company brand image. Thus, the increasing focus on customer engagement will drive the demand for CRM software during the forecast period.

Significant CRM Market Trend

The growing demand for social interaction is the primary trend in the global CRM market growth. The need for the integration of CRM activities with social media services has been increasing in the market mainly to get several insights and create future products. Social interactions primarily consist of two components such as customer prediction, and customer conversation. The primary purpose of the customer prediction is to identify potential social demand by separating prospective buyers from non-potential ones. Similarly, customer conversation is about engaging likely buyers and converting them to make an inquiry or move further down the demand requirement process.

A newer approach has been implemented in fields like analytics platforms to integrate social data into their forecast models. This approach helps companies analyze social communications in real time and examine the mixture of social contacts exploiting both keyword analysis and predictive algorithms. All this breakdown of data is aimed at determining and segregating the potential buyer. This trend is affecting the market and plays a crucial role in determining marketing strategies for a business. Such factors are expected to fuel the growth of the customer relationship management (CRM) market during the forecast period.

Major CRM Market Challenge

The data security concerns is a major challenge to the growth of the global CRM market. Enterprises are increasingly being hit by cyberattacks and are facing revenue losses and major issues in maintaining their production efficiency. SMEs are the primary targets of cybercriminals. These enterprises are impacted by espionage, sabotage, and data theft. The lack of proper IT security infrastructure and small internal budgets are making SMEs more vulnerable to threats, resulting in cyberattacks such as ransomware. These attacks result in the loss of the target company sensitive data, financial thefts, or the disruption of its business operations.

Furthermore, enterprise SaaS CRM applications are being accessed via the Internet, and data transactions are performed across multiple locations and with third-party entities. Such operating environments are becoming vulnerable to cyberattacks. Hackers are targeting SaaS CRM applications by gaining access to corporate networks, thereby exposing customer information. This kind of cyberattack raises a question about the security aspects of SaaS solutions and can hamper the growth prospects of these technologies. Hence, data security concerns are expected to limit the growth of the customer relationship management (CRM) market during the forecast period.

Key CRM Market Customer Landscape

The report includes the adoption lifecycle of the market, covering from the innovator’s stage to the laggard’s stage. It focuses on adoption rates in different regions based on penetration. Furthermore, the report also includes key purchase criteria and drivers of price sensitivity to help companies evaluate and develop their growth strategies.

Global CRM Market Customer Landscape

Who are the Major Customer Relationship Management (CRM) Market Vendors?

Vendors are implementing various strategies, such as strategic alliances, partnerships, mergers and acquisitions, geographical expansion, and product/service launches, to enhance their presence in the market.

Acoustic LP: The company offers CRM which features email marketing, mobile marketing, and performance insights and reporting. 

The report also includes detailed analyses of the competitive landscape of the market and information about 15 market vendors, including:

  • Adobe Inc.
  • Agile CRM Inc.
  • Concentrix Corp.
  • Huawei Technologies Co. Ltd.
  • HubSpot Inc.
  • Koch Industries Inc.
  • Microsoft Corp.
  • NICE Ltd.
  • Oracle Corp.
  • Pegasystems Inc.
  • Sage Group Plc
  • Salesforce.com Inc.
  • SAP SE
  • SAS Institute Inc.
  • SugarCRM Inc.

Qualitative and quantitative analysis of vendors has been conducted to help clients understand the wider business environment as well as the strengths and weaknesses of key market players. Data is qualitatively analyzed to categorize vendors as pure play, category-focused, industry-focused, and diversified; it is quantitatively analyzed to categorize vendors as dominant, leading, strong, tentative, and weak.

What is the Fastest-Growing Segments in the CRM Market?

The market share growth by the service and support CRM segment will be significant during the forecast period. Customer service and support software CRM help organizations resolve customer issues as smoothly as possible. It also helps to ensure that proper service standards are achieved through instructions. The service and support software collects essential data and feedback from customers, which is used to promote businesses and resolve similar issues at a faster rate. Such factors will increase the segment growth during the forecast period.

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The service and support CRM was valued at USD 16.46 billion in 2017 and continue to grow by 2021. The service and support software CRM tracks on-field employees and technicians and connects them with customers. This results in faster resolution of any pressing query, and at the same time, it builds trust among customers. For instance, the Coca-Cola Company uses service and support CRM to resolve customer issues and monitor their behavior. It is also used to promote new offers to existing customers. Hence, the above-mentioned factors are expected to drive the growth of the CRM customer service and support software segment in the customer relationship management market during the forecast period.

Which are the Key Regions for the CRM Market?

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North America is estimated to contribute 55% to the growth of the global market during the forecast period. Technavio’s analysts have elaborately explained the regional trends and drivers that shape the market during the forecast period. North Americas enterprises are investing in cloud services to implement enterprise applications to streamline business processes. SaaS solutions enable access to all types of software, such as ERP, CRM, and HRM, through web browsers using the one-click functionality. The flexibility of CRM solutions makes them suitable for temporary workloads and workloads that are experimental in nature or prone to changes unexpectedly. The region is also experiencing growth in the number of enterprises from industries such as BFSI, telecom and IT, healthcare, and retail, which will positively impact the growth of the regional market during the forecast period.

In 2020, the outbreak of COVID-19 significantly impacted several industries in North America. However, in 2021, due to the initiation of vaccination drives, lockdowns were lifted, which led to the resumption of operations in several industries, including IT, manufacturing, and automotive industries. This increased the demand for CRM software in 2021 and 2022. Such factors are expected to drive the growth of the customer relationship management market in the region during the forecast period.

Segment Overview

The report forecasts market growth by revenue at global, regional & country levels and provides an analysis of the latest trends and growth opportunities from 2017 to 2027. 

  • Application Outlook (USD Billion, 2017 - 2027)
    • Service and support CRM
    • Sales CRM
    • Marketing CRM software
    • E-Commerce software CRM
  • Deployment Outlook (USD Billion, 2017 - 2027)
    • SaaS
    • On-premise
  • Region Outlook (USD Billion, 2017 - 2027)
    • North America
      • The U.S.
      • Canada
    • Europe
      • The U.K.
      • Germany
      • France
      • Rest of Europe
    • APAC
      • China
      • India
    • South America
      • Chile
      • Argentina
      • Brazil
    • Middle East & Africa
      • Saudi Arabia
      • South Africa
      • Rest of the Middle East & Africa

CRM Market Scope

Report Coverage

Details

Page number

174

Base year

2022

Historic period

2017-2021

Forecast period

2023-2027

Growth momentum & CAGR

Accelerate at a CAGR of 10.16%

Market growth 2023-2027

USD 54.4 billion

Market structure

Fragmented

YoY growth 2022-2023(%)

9.34

Regional analysis

North America, Europe, APAC, South America, and Middle East and Africa

Performing market contribution

North America at 55%

Key countries

US, Canada, Japan, UK, and Germany

Competitive landscape

 Leading Vendors, Market Positioning of Vendors, Competitive Strategies, and Industry Risks

Key companies profiled

Acoustic LP, Adobe Inc., Agile CRM Inc., Concentrix Corp., Huawei Technologies Co. Ltd., HubSpot Inc., Koch Industries Inc., Microsoft Corp., NICE Ltd., Oracle Corp., Pegasystems Inc., Sage Group Plc, Salesforce.com Inc., SAP SE, SAS Institute Inc., SugarCRM Inc., Verint Systems Inc., Vtiger Systems India Pvt. Ltd., Zendesk Inc., and Zoho Corp. Pvt. Ltd.

Market dynamics

Parent market analysis, Market growth inducers and obstacles, Fast-growing and slow-growing segment analysis, COVID-19 impact and recovery analysis and future consumer dynamics, Market condition analysis for forecast period.

Customization purview

If our report has not included the data that you are looking for, you can reach out to our analysts and get segments customized.

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What are the Key Data Covered in this CRM Market Report?

  • CAGR of the market during the forecast period
  • Detailed information on factors that will drive the growth of the CRM market between 2023 and 2027
  • Precise estimation of the size of the CRM market size and its contribution to the parent market
  • Accurate predictions about upcoming trends and changes in consumer behavior
  • Growth of the market industry across North America, Europe, APAC, South America, and Middle East and Africa
  • Thorough analysis of the market’s competitive landscape and detailed information about vendors
  • Comprehensive analysis of factors that will challenge the growth of CRM market vendors

We can help! Our analysts can customize this report to meet your requirements. Get in touch

1 Executive Summary

  • 1.1 Market overview
    • Exhibit 01: Executive Summary – Chart on Market Overview
    • Exhibit 02: Executive Summary – Data Table on Market Overview
    • Exhibit 03: Executive Summary – Chart on Global Market Characteristics
    • Exhibit 04: Executive Summary – Chart on Market by Geography
    • Exhibit 05: Executive Summary – Chart on Market Segmentation by Application
    • Exhibit 06: Executive Summary – Chart on Market Segmentation by Deployment
    • Exhibit 07: Executive Summary – Chart on Incremental Growth
    • Exhibit 08: Executive Summary – Data Table on Incremental Growth
    • Exhibit 09: Executive Summary – Chart on Vendor Market Positioning

2 Market Landscape

  • 2.1 Market ecosystem
    • Exhibit 10: Parent market
    • Exhibit 11: Market Characteristics

3 Market Sizing

  • 3.1 Market definition
    • Exhibit 12: Offerings of vendors included in the market definition
  • 3.2 Market segment analysis
    • Exhibit 13: Market segments
  • 3.3 Market size 2022
    • 3.4 Market outlook: Forecast for 2022-2027
      • Exhibit 14: Chart on Global - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 15: Data Table on Global - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 16: Chart on Global Market: Year-over-year growth 2022-2027 (%)
      • Exhibit 17: Data Table on Global Market: Year-over-year growth 2022-2027 (%)

    4 Historic Market Size

    • 4.1 Global CRM market 2017 - 2021
      • Exhibit 18: Historic Market Size – Data Table on Global CRM market 2017 - 2021 ($ billion)
    • 4.2 Application Segment Analysis 2017 - 2021
      • Exhibit 19: Historic Market Size – Application Segment 2017 - 2021 ($ billion)
    • 4.3 Deployment Segment Analysis 2017 - 2021
      • Exhibit 20: Historic Market Size – Deployment Segment 2017 - 2021 ($ billion)
    • 4.4 Geography Segment Analysis 2017 - 2021
      • Exhibit 21: Historic Market Size – Geography Segment 2017 - 2021 ($ billion)
    • 4.5 Country Segment Analysis 2017 - 2021
      • Exhibit 22: Historic Market Size – Country Segment 2017 - 2021 ($ billion)

    5 Five Forces Analysis

    • 5.1 Five forces summary
      • Exhibit 23: Five forces analysis - Comparison between 2022 and 2027
    • 5.2 Bargaining power of buyers
      • Exhibit 24: Chart on Bargaining power of buyers – Impact of key factors 2022 and 2027
    • 5.3 Bargaining power of suppliers
      • Exhibit 25: Bargaining power of suppliers – Impact of key factors in 2022 and 2027
    • 5.4 Threat of new entrants
      • Exhibit 26: Threat of new entrants – Impact of key factors in 2022 and 2027
    • 5.5 Threat of substitutes
      • Exhibit 27: Threat of substitutes – Impact of key factors in 2022 and 2027
    • 5.6 Threat of rivalry
      • Exhibit 28: Threat of rivalry – Impact of key factors in 2022 and 2027
    • 5.7 Market condition
      • Exhibit 29: Chart on Market condition - Five forces 2022 and 2027

    6 Market Segmentation by Application

    • 6.1 Market segments
      • Exhibit 30: Chart on Application - Market share 2022-2027 (%)
      • Exhibit 31: Data Table on Application - Market share 2022-2027 (%)
    • 6.2 Comparison by Application
      • Exhibit 32: Chart on Comparison by Application
      • Exhibit 33: Data Table on Comparison by Application
    • 6.3 Service and support CRM - Market size and forecast 2022-2027
      • Exhibit 34: Chart on Service and support CRM - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 35: Data Table on Service and support CRM - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 36: Chart on Service and support CRM - Year-over-year growth 2022-2027 (%)
      • Exhibit 37: Data Table on Service and support CRM - Year-over-year growth 2022-2027 (%)
    • 6.4 Sales CRM - Market size and forecast 2022-2027
      • Exhibit 38: Chart on Sales CRM - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 39: Data Table on Sales CRM - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 40: Chart on Sales CRM - Year-over-year growth 2022-2027 (%)
      • Exhibit 41: Data Table on Sales CRM - Year-over-year growth 2022-2027 (%)
    • 6.5 Marketing CRM software - Market size and forecast 2022-2027
      • Exhibit 42: Chart on Marketing CRM software - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 43: Data Table on Marketing CRM software - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 44: Chart on Marketing CRM software - Year-over-year growth 2022-2027 (%)
      • Exhibit 45: Data Table on Marketing CRM software - Year-over-year growth 2022-2027 (%)
    • 6.6 E-Commerce software CRM - Market size and forecast 2022-2027
      • Exhibit 46: Chart on E-Commerce software CRM - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 47: Data Table on E-Commerce software CRM - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 48: Chart on E-Commerce software CRM - Year-over-year growth 2022-2027 (%)
      • Exhibit 49: Data Table on E-Commerce software CRM - Year-over-year growth 2022-2027 (%)
    • 6.7 Market opportunity by Application
      • Exhibit 50: Market opportunity by Application ($ billion)

    7 Market Segmentation by Deployment

    • 7.1 Market segments
      • Exhibit 51: Chart on Deployment - Market share 2022-2027 (%)
      • Exhibit 52: Data Table on Deployment - Market share 2022-2027 (%)
    • 7.2 Comparison by Deployment
      • Exhibit 53: Chart on Comparison by Deployment
      • Exhibit 54: Data Table on Comparison by Deployment
    • 7.3 SaaS - Market size and forecast 2022-2027
      • Exhibit 55: Chart on SaaS - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 56: Data Table on SaaS - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 57: Chart on SaaS - Year-over-year growth 2022-2027 (%)
      • Exhibit 58: Data Table on SaaS - Year-over-year growth 2022-2027 (%)
    • 7.4 On-premise - Market size and forecast 2022-2027
      • Exhibit 59: Chart on On-premise - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 60: Data Table on On-premise - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 61: Chart on On-premise - Year-over-year growth 2022-2027 (%)
      • Exhibit 62: Data Table on On-premise - Year-over-year growth 2022-2027 (%)
    • 7.5 Market opportunity by Deployment
      • Exhibit 63: Market opportunity by Deployment ($ billion)

    8 Customer Landscape

    • 8.1 Customer landscape overview
      • Exhibit 64: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

    9 Geographic Landscape

    • 9.1 Geographic segmentation
      • Exhibit 65: Chart on Market share by geography 2022-2027 (%)
      • Exhibit 66: Data Table on Market share by geography 2022-2027 (%)
    • 9.2 Geographic comparison
      • Exhibit 67: Chart on Geographic comparison
      • Exhibit 68: Data Table on Geographic comparison
    • 9.3 North America - Market size and forecast 2022-2027
      • Exhibit 69: Chart on North America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 70: Data Table on North America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 71: Chart on North America - Year-over-year growth 2022-2027 (%)
      • Exhibit 72: Data Table on North America - Year-over-year growth 2022-2027 (%)
    • 9.4 Europe - Market size and forecast 2022-2027
      • Exhibit 73: Chart on Europe - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 74: Data Table on Europe - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 75: Chart on Europe - Year-over-year growth 2022-2027 (%)
      • Exhibit 76: Data Table on Europe - Year-over-year growth 2022-2027 (%)
    • 9.5 APAC - Market size and forecast 2022-2027
      • Exhibit 77: Chart on APAC - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 78: Data Table on APAC - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 79: Chart on APAC - Year-over-year growth 2022-2027 (%)
      • Exhibit 80: Data Table on APAC - Year-over-year growth 2022-2027 (%)
    • 9.6 South America - Market size and forecast 2022-2027
      • Exhibit 81: Chart on South America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 82: Data Table on South America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 83: Chart on South America - Year-over-year growth 2022-2027 (%)
      • Exhibit 84: Data Table on South America - Year-over-year growth 2022-2027 (%)
    • 9.7 Middle East and Africa - Market size and forecast 2022-2027
      • Exhibit 85: Chart on Middle East and Africa - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 86: Data Table on Middle East and Africa - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 87: Chart on Middle East and Africa - Year-over-year growth 2022-2027 (%)
      • Exhibit 88: Data Table on Middle East and Africa - Year-over-year growth 2022-2027 (%)
    • 9.8 US - Market size and forecast 2022-2027
      • Exhibit 89: Chart on US - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 90: Data Table on US - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 91: Chart on US - Year-over-year growth 2022-2027 (%)
      • Exhibit 92: Data Table on US - Year-over-year growth 2022-2027 (%)
    • 9.9 Canada - Market size and forecast 2022-2027
      • Exhibit 93: Chart on Canada - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 94: Data Table on Canada - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 95: Chart on Canada - Year-over-year growth 2022-2027 (%)
      • Exhibit 96: Data Table on Canada - Year-over-year growth 2022-2027 (%)
    • 9.10 UK - Market size and forecast 2022-2027
      • Exhibit 97: Chart on UK - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 98: Data Table on UK - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 99: Chart on UK - Year-over-year growth 2022-2027 (%)
      • Exhibit 100: Data Table on UK - Year-over-year growth 2022-2027 (%)
    • 9.11 Germany - Market size and forecast 2022-2027
      • Exhibit 101: Chart on Germany - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 102: Data Table on Germany - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 103: Chart on Germany - Year-over-year growth 2022-2027 (%)
      • Exhibit 104: Data Table on Germany - Year-over-year growth 2022-2027 (%)
    • 9.12 Japan - Market size and forecast 2022-2027
      • Exhibit 105: Chart on Japan - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 106: Data Table on Japan - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 107: Chart on Japan - Year-over-year growth 2022-2027 (%)
      • Exhibit 108: Data Table on Japan - Year-over-year growth 2022-2027 (%)
    • 9.13 Market opportunity by geography
      • Exhibit 109: Market opportunity by geography ($ billion)

    10 Drivers, Challenges, and Trends

    • 10.1 Market drivers
      • 10.2 Market challenges
        • 10.3 Impact of drivers and challenges
          • Exhibit 110: Impact of drivers and challenges in 2022 and 2027
        • 10.4 Market trends

          11 Vendor Landscape

          • 11.1 Overview
            • 11.2 Vendor landscape
              • Exhibit 111: Overview on Criticality of inputs and Factors of differentiation
            • 11.3 Landscape disruption
              • Exhibit 112: Overview on factors of disruption
            • 11.4 Industry risks
              • Exhibit 113: Impact of key risks on business

            12 Vendor Analysis

            • 12.1 Vendors covered
              • Exhibit 114: Vendors covered
            • 12.2 Market positioning of vendors
              • Exhibit 115: Matrix on vendor position and classification
            • 12.3 Acoustic LP
              • Exhibit 116: Acoustic LP - Overview
              • Exhibit 117: Acoustic LP - Product / Service
              • Exhibit 118: Acoustic LP - Key offerings
            • 12.4 Adobe Inc.
              • Exhibit 119: Adobe Inc. - Overview
              • Exhibit 120: Adobe Inc. - Business segments
              • Exhibit 121: Adobe Inc. - Key offerings
              • Exhibit 122: Adobe Inc. - Segment focus
            • 12.5 Concentrix Corp.
              • Exhibit 123: Concentrix Corp. - Overview
              • Exhibit 124: Concentrix Corp. - Product / Service
              • Exhibit 125: Concentrix Corp. - Key offerings
            • 12.6 Huawei Technologies Co. Ltd.
              • Exhibit 126: Huawei Technologies Co. Ltd. - Overview
              • Exhibit 127: Huawei Technologies Co. Ltd. - Business segments
              • Exhibit 128: Huawei Technologies Co. Ltd. - Key news
              • Exhibit 129: Huawei Technologies Co. Ltd. - Key offerings
              • Exhibit 130: Huawei Technologies Co. Ltd. - Segment focus
            • 12.7 HubSpot Inc.
              • Exhibit 131: HubSpot Inc. - Overview
              • Exhibit 132: HubSpot Inc. - Product / Service
              • Exhibit 133: HubSpot Inc. - Key offerings
            • 12.8 Koch Industries Inc.
              • Exhibit 134: Koch Industries Inc. - Overview
              • Exhibit 135: Koch Industries Inc. - Product / Service
              • Exhibit 136: Koch Industries Inc. - Key news
              • Exhibit 137: Koch Industries Inc. - Key offerings
            • 12.9 Microsoft Corp.
              • Exhibit 138: Microsoft Corp. - Overview
              • Exhibit 139: Microsoft Corp. - Business segments
              • Exhibit 140: Microsoft Corp. - Key news
              • Exhibit 141: Microsoft Corp. - Key offerings
              • Exhibit 142: Microsoft Corp. - Segment focus
            • 12.10 NICE Ltd.
              • Exhibit 143: NICE Ltd. - Overview
              • Exhibit 144: NICE Ltd. - Business segments
              • Exhibit 145: NICE Ltd. - Key news
              • Exhibit 146: NICE Ltd. - Key offerings
              • Exhibit 147: NICE Ltd. - Segment focus
            • 12.11 Oracle Corp.
              • Exhibit 148: Oracle Corp. - Overview
              • Exhibit 149: Oracle Corp. - Business segments
              • Exhibit 150: Oracle Corp. - Key news
              • Exhibit 151: Oracle Corp. - Key offerings
              • Exhibit 152: Oracle Corp. - Segment focus
            • 12.12 Pegasystems Inc.
              • Exhibit 153: Pegasystems Inc. - Overview
              • Exhibit 154: Pegasystems Inc. - Product / Service
              • Exhibit 155: Pegasystems Inc. - Key news
              • Exhibit 156: Pegasystems Inc. - Key offerings
            • 12.13 Sage Group Plc
              • Exhibit 157: Sage Group Plc - Overview
              • Exhibit 158: Sage Group Plc - Business segments
              • Exhibit 159: Sage Group Plc - Key offerings
              • Exhibit 160: Sage Group Plc - Segment focus
            • 12.14 Salesforce.com Inc.
              • Exhibit 161: Salesforce.com Inc. - Overview
              • Exhibit 162: Salesforce.com Inc. - Product / Service
              • Exhibit 163: Salesforce.com Inc. - Key news
              • Exhibit 164: Salesforce.com Inc. - Key offerings
            • 12.15 SAP SE
              • Exhibit 165: SAP SE - Overview
              • Exhibit 166: SAP SE - Business segments
              • Exhibit 167: SAP SE - Key news
              • Exhibit 168: SAP SE - Key offerings
              • Exhibit 169: SAP SE - Segment focus
            • 12.16 SAS Institute Inc.
              • Exhibit 170: SAS Institute Inc. - Overview
              • Exhibit 171: SAS Institute Inc. - Product / Service
              • Exhibit 172: SAS Institute Inc. - Key news
              • Exhibit 173: SAS Institute Inc. - Key offerings
            • 12.17 SugarCRM Inc.
              • Exhibit 174: SugarCRM Inc. - Overview
              • Exhibit 175: SugarCRM Inc. - Product / Service
              • Exhibit 176: SugarCRM Inc. - Key offerings

            13 Appendix

            • 13.1 Scope of the report
              • 13.2 Inclusions and exclusions checklist
                • Exhibit 177: Inclusions checklist
                • Exhibit 178: Exclusions checklist
              • 13.3 Currency conversion rates for US$
                • Exhibit 179: Currency conversion rates for US$
              • 13.4 Research methodology
                • Exhibit 180: Research methodology
                • Exhibit 181: Validation techniques employed for market sizing
                • Exhibit 182: Information sources
              • 13.5 List of abbreviations
                • Exhibit 183: List of abbreviations

              Research Framework

              Technavio presents a detailed picture of the market by way of study, synthesis, and summation of data from multiple sources. The analysts have presented the various facets of the market with a particular focus on identifying the key industry influencers. The data thus presented is comprehensive, reliable, and the result of extensive research, both primary and secondary.

              INFORMATION SOURCES

              Primary sources

              • Manufacturers and suppliers
              • Channel partners
              • Industry experts
              • Strategic decision makers

              Secondary sources

              • Industry journals and periodicals
              • Government data
              • Financial reports of key industry players
              • Historical data
              • Press releases

              DATA ANALYSIS

              Data Synthesis

              • Collation of data
              • Estimation of key figures
              • Analysis of derived insights

              Data Validation

              • Triangulation with data models
              • Reference against proprietary databases
              • Corroboration with industry experts

              REPORT WRITING

              Qualitative

              • Market drivers
              • Market challenges
              • Market trends
              • Five forces analysis

              Quantitative

              • Market size and forecast
              • Market segmentation
              • Geographical insights
              • Competitive landscape

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              Key Questions Answered

              • What are the key global market and the regional market share?
              • What are the revenue-generating key market segments?
              • What are the key factors driving and challenging this market’s growth?
              • Who are the key market vendors and their growth strategies?
              • What are the latest trends influencing the growth of this market?
              • What are the variables influencing the market growth in the primary regions?
              • What are the factors influencing the growth of the parent market?

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