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市場調査レポート

CRM分析の世界市場 (2019年まで):種類別 (販売分析、顧客分析、コンタクトセンター分析、マーケティング分析、Web・ソーシャルメディア分析) の将来予測

CRM Analytics Market by Type (Sales Analytics, Customer Analytics, Contact Center Analytics, Marketing Analytics, Web & Social Media Analytics) - Global Forecast to 2019

発行 MarketsandMarkets 商品コード 328013
出版日 ページ情報 英文 127 Pages
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CRM分析の世界市場 (2019年まで):種類別 (販売分析、顧客分析、コンタクトセンター分析、マーケティング分析、Web・ソーシャルメディア分析) の将来予測 CRM Analytics Market by Type (Sales Analytics, Customer Analytics, Contact Center Analytics, Marketing Analytics, Web & Social Media Analytics) - Global Forecast to 2019
出版日: 2015年04月06日 ページ情報: 英文 127 Pages
概要

顧客がベンダー選択の前に購入サイクルについて完全に調べ尽くしている、という変動の時代にあって、個人に合わせたマルチチャネルでのキャンペーンを通じて顧客を取り込むことが重要となってきています。CRM分析ソリューションを使えば、各企業のマーケティングチームは様々なチャネルを用いてキャンペーンを立案・実施・評価でき、また顧客行動・選択データに基づいて戦略上の意思決定を下すことができます。いまではCRM分析は、販売・サービス部門での顧客獲得だけでなく、サプライチェーン管理の改善によるコスト・価格引き下げにも活用されています。CRM分析市場の主な促進要因として、競争激化や顧客維持の必要性、ビッグデータの普及、販売活動に関する認識の深まりなどが挙げられます。

当レポートでは、全世界のCRM (顧客関係管理) 分析市場について分析し、市場の基本的構造や最新動向、主な市場促進・阻害要因、市場規模の動向見通し (今後6年間分)、ソリューションの種類別・企業規模別・展開方式別・産業別・地域別の詳細動向、市場競争の状態、今後の市場成長の方向性、主要企業のプロファイルなどを調査・考察しております。

第1章 イントロダクション

第2章 分析手法

第3章 エグゼクティブ・サマリー

第4章 重要考察

第5章 市場概要

  • イントロダクション
  • 市場の内訳
  • 市場のダイナミクス
    • 促進要因
      • データ生成量の爆発的増加
      • 分析機能の利点の実証
    • 抑制要因
      • データ管理・品質・統合に関する懸念
    • 市場機会
      • クラウドベースCRM分析の導入増加
      • 規制コンプライアンス
    • 課題
      • カスタム化の必要性
      • データのプライバシー面・セキュリティ面での懸念

第6章 CRM分析市場:産業動向

  • イントロダクション
  • バリューチェーン分析
  • エコシステム
  • ポーターのファイブフォース分析

第7章 CRM分析市場:種類別

  • イントロダクション
  • マーケティング分析
  • 販売分析
  • 顧客分析
  • コンタクトセンター分析
  • Web・ソーシャルメディア分析

第8章 CRM分析市場:エンドユーザー別

  • イントロダクション
  • 中小企業 (SMB)
  • 大企業

第9章 CRM分析市場:展開方式別

  • イントロダクション
  • オンプレミス
  • クラウド

第10章 CRM分析市場:産業別

  • イントロダクション
  • 銀行・金融サービス・保険 (BFSI)
  • 小売業・卸売業
  • 医療・ライフサイエンス
  • 通信・IT
  • エネルギー・ユーティリティ
  • メディア・エンタテインメント
  • 運輸・ロジスティクス
  • ホスピタリティ
  • 製造業
  • その他

第11章 CRM分析市場:地域別

  • イントロダクション
  • 北米
  • 欧州
  • アジア太平洋地域
  • 中東・アフリカ
  • ラテンアメリカ

第12章 競争環境

  • イントロダクション
  • 競争状況・動向
    • 新製品の発売
    • 契約・事業提携・事業協力・合弁事業
    • 企業合併・買収 (M&A)
    • 規模拡張

第13章 企業プロファイル

  • イントロダクション
  • Oracle
    • 事業概要
    • ソリューション
    • 主要戦略
    • 近年の動向
    • SWOT分析
    • MNMの見解
  • SAP AG
  • IBM
  • Microsoft
  • SAS
  • Accenture
  • Infor
  • Teradata
  • Angoss
  • Salesforce

第14章 付録

図表一覧

目次
Product Code: TC 3287

The CRM analytics are widely been adopted by businesses across a broad spectrum of verticals mentioned in the report such as Banking, Financial Services, and Insurance (BFSI), retail & wholesale, telecommunication & IT, healthcare & life sciences, manufacturing, energy & utilities, media & entertainment, and transportation & logistics, hospitality, other verticals too.

The complete CRM analytics market analysis consists of evaluating various types, deployment model, end users, verticals and regions. The overall market size is found by adding up the individual market size of all the types including Marketing Analytics, Customer Analytics, Sales Analytics, Contact Center Analytics, and Web & Social Media Analytics.

The CRM analytics solutions are currently offered by numerous vendors such as IBM, Oracle, Microsoft, Salesforce Inc., SAP AG and others. These vendors are offering the CRM analytics solutions over on-premise and cloud as a standalone solution as well as integrated in the CRM suit.

Today the prime concern in the CRM analytics market is regarding the data security and privacy. To meet this major concern of the customers, CRM analytics vendors as well as resellers, systems integrators, and data center operators have been working together to make sure that CRM analytics are delivered easily with maximum security and customization. The CRM analytics vendors are also engaged in delivering advanced analytical solution with lower cost to enhance the business ROI.

The report is expected to help the market leaders/new entrants in this market in the following ways:

  • 1. This report segments the CRM analytics market into types, covering this market comprehensively. The report provides the closest approximations of the revenue numbers for the overall market and the sub-segments. The market numbers are further split across the verticals, end users, deployment model, and regions.
  • 2. This report will help them better understand the competitors and gain more insights to better position their business. There is a separate section on competitive landscape that includes competitors' ecosystem and their roles in the market. Besides, there are company profiles of the top 10 players in this market. In this section, market internals are provided that can put them ahead of the competitors.
  • 3. The report helps them to understand the overall growth of the market. The report provides information and analysis of key market drivers, restraints, challenges, and opportunities.

Table of Contents

1. Introduction

  • 1.1. Objectives of the Study
  • 1.2. Market Definition
  • 1.3. Market Scope
  • 1.4. Markets Covered
    • 1.4.1. Years
  • 1.5. Currency
  • 1.6. Limitation
  • 1.7. Stakeholders

2. Research Methodology

  • 2.1. Market Size Estimation
  • 2.2. Market Breakdown and Data Triangulation
  • 2.3. Market Share Estimation
    • 2.3.1. Key Data Taken From Secondary Sources
    • 2.3.2. Key Data Taken From Primary Sources
    • 2.3.3. Key Industry Insights

3. Executive Summary

4. Premium Insights

  • 4.1. Attractive Market Opportunities in CRM Analytics Market
  • 4.2. Life Cycle Analysis, By Region
  • 4.3. Region-Wise Adoption
  • 4.4. Key Verticals and Regional Markets in CRM Analytics Market

5. Market Overview

  • 5.1. Introduction
  • 5.2. Market Segmentation
    • 5.2.1. Market By Type
    • 5.2.2. Market By End User
    • 5.2.3. Market By Deployment
    • 5.2.4. Market By Vertical
    • 5.2.5. Market By Region
  • 5.3. CRM Analytics Market Dynamics
    • 5.3.1. Drivers
      • 5.3.1.1. Explosive Growth in Data Generation
      • 5.3.1.2. Proven Benefits of Analytics
    • 5.3.2. Restraints
      • 5.3.2.1. Data Management, Quality and Integration Concerns
    • 5.3.3. Opportunities
      • 5.3.3.1. Increase in the Adoption of Cloud-Based CRM Analytics
      • 5.3.3.2. Regulatory Compliance
    • 5.3.4. Challenges
      • 5.3.4.1. Need for Customization
      • 5.3.4.2. Data Privacy and Security Concerns

6. CRM Analytics Market: Industry Trends

  • 6.1. Introduction
  • 6.2. Value Chain Analysis
  • 6.3. Ecosystem
  • 6.4. Porter's Five Forces Analysis
    • 6.4.1. Threat From New Entrants
    • 6.4.2. Threat From Substitutes
    • 6.4.3. Bargaining Power of Suppliers
    • 6.4.4. Bargaining Power of Buyers
    • 6.4.5. Intensity of Competitive Rivalry

7. CRM Analytics Market, By Type

  • 7.1. Introduction
  • 7.2. Marketing Analytics
  • 7.3. Sales Analytics
  • 7.4. Customer Analytics
  • 7.5. Contact Center Analytics
  • 7.6. Web and Social Media Analytics

8. CRM Analytics Market, By End User

  • 8.1. Introduction
  • 8.2. Small and Medium Businesses (SMBS)
  • 8.3. Large Enterprises

9. CRM Analytics Market, By Deployment

  • 9.1. Introduction
  • 9.2. On-Premise
  • 9.3. Cloud

10. CRM Analytics Market, By Vertical

  • 10.1. Introduction
  • 10.2. Banking, Financial Services & Insurance (BFSI)
  • 10.3. Retail & Wholesale
  • 10.4. Healthcare & Life Sciences
  • 10.5. Telecommunication & IT
  • 10.6. Energy & Utilities
  • 10.7. Media and Entertainment
  • 10.8. Transportation & Logistics
  • 10.9. Hospitality
  • 10.10. Manufacturing
  • 10.11. Others

11. CRM Analytics Market, By Region

  • 11.1. Introduction
  • 11.2. North America
  • 11.3. Europe
  • 11.4. Asia-Pacific
  • 11.5. Middle East and Africa
  • 11.6. Latin America

12. Competitive Landscape

  • 12.1. Overview
  • 12.2. Competitive Situation and Trends
    • 12.2.1. New Product Launches
    • 12.2.2. AGreements, Partnerships, Collaborations, & Joint Ventures
    • 12.2.3. Mergers and Acquisitions
    • 12.2.4. Expansion

13. Company Profiles

  • 13.1. Introduction
  • 13.2. Oracle
    • 13.2.1. Business Overview
    • 13.2.2. Solutions
    • 13.2.3. Key Strategies
    • 13.2.4. Recent Developments
    • 13.2.5. SWOT Analysis
    • 13.2.6. MNM View
  • 13.3. SAP AG
    • 13.3.1. Business Overview
    • 13.3.2. Solutions
    • 13.3.3. Key Strategies
    • 13.3.4. Recent Developments
    • 13.3.5. SWOT Analysis
    • 13.3.6. MNM View
  • 13.4. IBM
    • 13.4.1. Business Overview
    • 13.4.2. Solutions
    • 13.4.3. Key Strategies
    • 13.4.4. Recent Developments
    • 13.4.5. SWOT Analysis
    • 13.4.6. MNM View
  • 13.5. Microsoft
    • 13.5.1. Business Overview
    • 13.5.2. Solutions
    • 13.5.3. Key Strategies
    • 13.5.4. Recent Developments
    • 13.5.5. SWOT Analysis
    • 13.5.6. MNM View
  • 13.6. SAS
    • 13.6.1. Business Overview
    • 13.6.2. Solutions
    • 13.6.3. Key Strategies
    • 13.6.4. Recent Developments
    • 13.6.5. SWOT Analysis
    • 13.6.6. MNM View
  • 13.7. Accenture
    • 13.7.1. Business Overview
    • 13.7.2. Solutions
    • 13.7.3. Key Strategies
    • 13.7.4. Recent Developments
  • 13.8. Infor
    • 13.8.1. Business Overview
    • 13.8.2. Solutions
    • 13.8.3. Key Strategies
    • 13.8.4. Recent Developments
  • 13.9. Teradata
    • 13.9.1. Business Overview
    • 13.9.2. Solutions
    • 13.9.3. Key Strategies
    • 13.9.4. Recent Developments
  • 13.10. Angoss
    • 13.10.1. Business Overview
    • 13.10.2. Solutions
    • 13.10.3. Key Strategies
    • 13.10.4. Recent Developments
  • 13.11. Salesforce
    • 13.11.1. Business Overview
    • 13.11.2. Solutions
    • 13.11.3. Key Strategies
    • 13.11.4. Recent Developments

14. Appendix

  • 14.1. Introducing RT: Real Time Market Intelligence
  • 14.2. Available Customizations
  • 14.3. Related Reports

List of Tables

  • Table 1: Exponential Rise in Data Generation is Propelling the Growth of Market
  • Table 2: Concerns of Data Management, Quality and Integration Are Restraints of CRM Analytics Market
  • Table 3: Cloud Based Solutions is the Key Opportunity for Market
  • Table 4: Customized CRM Analytics Applications is the Key Challenge for Market
  • Table 5: Global Market Size, By Type, 2012-2019 ($Million)
  • Table 6: Marketing Analytics Market Size, By Region, 2012-2019 ($Million)
  • Table 7: Marketing Analytics Market Size, By Deployment, 2012-2019 ($Million)
  • Table 8: Sales Analytics Market Size, By Region, 2012-2019 ($Million)
  • Table 9: Sales Analytics Market Size, By Deployment, 2012-2019 ($Million)
  • Table 10: Customer Analytics Market Size, By Region, 2012-2019 ($Million)
  • Table 11: Customer Analytics Market Size, By Deployment, 2012-2019 ($Million)
  • Table 12: Contact Center Analytics Market Size, By Region, 2012-2019 ($Million)
  • Table 13: Contact Center Analytics Market Size, By Deployment, 2012-2019 ($Million)
  • Table 14: Web and Social Media Analytics Market Size, By Region, 2012-2019 ($Million)
  • Table 15: Web and Social Media Analytics Market Size, By Deployment, 2012-2019 ($Million)
  • Table 16: CRM Analytics Market Size, By End User, 2012-2019 ($Million)
  • Table 17: SMBS Market Size, By Type, 2012-2019 ($Million)
  • Table 18: Large Enterprises Market Size, By Type, 2012-2019 ($Million)
  • Table 19: CRM Analytics Market Size, By Deployment, 2012-2019 ($Million)
  • Table 20: On-Premise Market Size, By Size, 2012-2019 ($Million)
  • Table 21: Cloud Market Size, By Size, 2012-2019 ($Million)
  • Table 22: CRM Analytics Market Size, By Vertical, 2012-2019 ($Million)
  • Table 23: BFSI Market Size, By Type, 2012-2019 ($Million)
  • Table 24: BFSI Market Size, By Region, 2012-2019 ($Million)
  • Table 25: BFSI Market Size, By End User, 2012-2019
  • Table 26: BFSI Market Size, By Deployment, 2012-2019
  • Table 27: Retail & Wholesale Market Size, By Type, 2012-2019 ($Million)
  • Table 28: Retail & Wholesale Market Size, By Region, 2012-2019 ($Million)
  • Table 29: Retail & Wholesale Market Size, By End User, 2012-2019
  • Table 30: Retail & Wholesale Market Size, By Deployment, 2012-2019
  • Table 31: Healthcare & Life Sciences Market Size, By Type, 2012-2019 ($Million)
  • Table 32: Healthcare & Life Sciences Market Size, By Region, 2012-2019 ($Million)
  • Table 33: Healthcare & Life Sciences Market Size, By End User, 2012-2019
  • Table 34: Healthcare & Life Sciences Market Size, By Deployment, 2012-2019
  • Table 35: Telecommunication & IT Market Size, By Type, 2012-2019 ($Million)
  • Table 36: Telecommunication & IT Market Size, By Region, 2012-2019 ($Million)
  • Table 37: Telecommunication & IT Market Size, By End User, 2012-2019
  • Table 38: Telecommunication & IT Market Size, By Deployment, 2012-2019
  • Table 39: Energy & Utilities Market Size, By Type, 2012-2019 ($Million)
  • Table 40: Energy & Utilities Market Size, By Region, 2012-2019 ($Million)
  • Table 41: Energy & Utilities Market Size, By End User, 2012-2019
  • Table 42: Energy & Utilities Market Size, By Deployment, 2012-2019
  • Table 43: Media and Entertainment Market Size, By Type, 2012-2019 ($Million)
  • Table 44: Media and Entertainment Market Size, By Region, 2012-2019 ($Million)
  • Table 45: Media and Entertainment Market Size, By End User, 2012-2019
  • Table 46: Media and Entertainment Market Size, By Deployment, 2012-2019
  • Table 47: Transportation & Logistics Market Size, By Type, 2012-2019 ($Million)
  • Table 48: Transportation & Logistics Market Size, By Region, 2012-2019 ($Million)
  • Table 49: Transportation & Logistics Market Size, By End User, 2012-2019
  • Table 50: Transportation & Logistics Market Size, By Deployment, 2012-2019
  • Table 51: Hospitality Market Size, By Type, 2012-2019 ($Million)
  • Table 52: Hospitality Market Size, By Region, 2012-2019 ($Million)
  • Table 53: Hospitality Market Size, By End User, 2012-2019
  • Table 54: Hospitality Market Size, By Deployment, 2012-2019
  • Table 55: Manufacturing Market Size, By Type, 2012-2019 ($Million)
  • Table 56: Manufacturing Market Size, By Region, 2012-2019 ($Million)
  • Table 57: Manufacturing Market Size, By End User, 2012-2019
  • Table 58: Manufacturing Market Size, By Deployment, 2012-2019
  • Table 59: Others Market Size, By Type, 2012-2019 ($Million)
  • Table 60: Others Market Size, By Region, 2012-2019 ($Million)
  • Table 61: Others Market Size, By End User, 2012-2019
  • Table 62: Others Market Size, By Deployment, 2012-2019
  • Table 63: CRM Analytics Market Size, By Region, 2012-2019 ($Million)
  • Table 64: NA: Market Size, By End User, 2012-2019 ($Million)
  • Table 65: Europe: Market Size, By End User, 2012-2019 ($Million)
  • Table 66: Asia-Pacific: Market Size, By End User, 2012-2019 ($Million)
  • Table 67: Middle East and Africa: Market Size, By End User, 2012-2019 ($Million)
  • Table 68: Latin America: CRM Analytics Market Size, By End User, 2012-2019 ($Million)
  • Table 69: New Product Launches, 2011-2014
  • Table 70: Agreements, Partnerships, Collaborations, and Joint Ventures, 2011-2014
  • Table 71: Mergers and Acquisitions, 2011-2014
  • Table 72: Expansions, 2012-2014

List of Figures

  • Figure 1: Research Methodology
  • Figure 2: Market Size Estimation Methodology: Bottom-Up Approach
  • Figure 3: Market Size Estimation Methodology: Top-Down Approach
  • Figure 4: Breakdown of Primary Interview: By Company Type, Designation, and Region
  • Figure 5: Market Snapshot of Regions Covered (2014)
  • Figure 6: CRM Analytics Market Snapshot on the Basis of Types (2014 vs. 2019)
  • Figure 7: Lucrative Market Prospects in CRM Analytics Market
  • Figure 8: Life Cycle Analysis, By Region (2014): LA Soon to Enter Exponential Growth Phase During the Forecast Period
  • Figure 9: LA Leading the CRM Analytics Market With the Highest Growth Rate
  • Figure 10: Global CRM Analytics Market: Top Three Verticals and Regions Market Growth Rate (2014-2019)
  • Figure 11: Market Segmentation: By Type
  • Figure 12: Market Segmentation: By End User
  • Figure 13: Market Segmentation: By Deployment
  • Figure 14: Market Segmentation: By Vertical
  • Figure 15: Market Segmentation: By Region
  • Figure 16: Market Dynamics
  • Figure 17: CRM Analytics Market: Value Chain Analysis
  • Figure 18: Customer Analytics Ecosystem
  • Figure 19: Porter's Five Forces Analysis
  • Figure 20: Marketing Analytics Segment is Expected to Have the Highest Market Share Throughout the Forecast Period
  • Figure 21: CRM Analytics Market Size in Small and Medium Businesses is Expected to Grow By 16.4% During the Forecast Period
  • Figure 22: Market Size for Cloud Deployment Model is Expected to Grow By 16.6% During the Forecast Period
  • Figure 23: Market Growth Rate Comparison: By Vertical
  • Figure 24: Market Comparison: By Region
  • Figure 25: LA: An Attractive Destination for the CRM Analytics Market, 2014-2019
  • Figure 26: Companies Adopted Agreements, Partnerships, Collaborations, & Joint Ventures as the Key Growth Strategy Over the Last Three Years
  • Figure 27: Microsoft Grew at the Fastest Rate Between 2009 & 2013
  • Figure 28: Battle for Market Share: New Product Launch Was the Key Strategy
  • Figure 29: Geographic Revenue Mix of Key Market Players
  • Figure 30: Oracle: Company Snapshot
  • Figure 31: Oracle: SWOT Analysis:
  • Figure 32: SAP AG: Company Snapshot
  • Figure 33: SAP AG.: SWOT Analysis
  • Figure 34: IBM: Company Snapshot
  • Figure 35: IBM: SWOT Analysis
  • Figure 36: Microsoft: Company Snapshot
  • Figure 37: Microsoft: SWOT Analysis
  • Figure 38: SAS.: Company Snapshot
  • Figure 39: SAS: SWOT Analysis
  • Figure 40: Accenture: Company Snapshot
  • Figure 41: Infor: Company Snapshot
  • Figure 42: Teradata: Company Snapshot
  • Figure 43: Angoss: Company Snapshot
  • Figure 44: Salesforce: Company Snapshot
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