CRM Market in India
September 2011
2
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CRM MARKET IN INDIA - 2011.PPT
Executive Summary
Drivers:
Market
Drivers &
Challenges
Trends
Competition
• Current CRM market size in India is approximately INR a1 bn
� It is estimated to grow to over INR b1 bn at a CAGR of c1% by 20--
� Product1 or product2 market size in India is over INR d1 mn & expected to grow with the increase in number of SMBs adopting solution5
� Evolution of newer and better CRM solutions with dynamic features are gaining rapid
acceptance in the market
�Advent in technology1 has resulted in development of feature rich prorduct1 and prorduct12
which facilitate activity1
Challenges:
CRM Players in India
company1 company2 company3 company4
company5 company6 company7 company8
� Implementation & Operational Cost
� Lack of Awareness of True Benefits
�Improved Customer Relationship &
Operational Improvement
�Global Competence
�Significant Cost Reduction
�Technologically Sound Manpower
3CRM MARKET IN INDIA - 2011.PPT
•Introduction
•Market Overview�Scope of CRM
�CRM in SMBs
�Cloud Solutions
•Drivers and Challenges
•CRM Selection Criteria
•Major CRM Players
•Major CRM Users
•Key Trends & Development
•Case Studies
•Strategic Recommendation
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CRM MARKET IN INDIA - 2011.PPT
Introduction
What is CRM?
•Customer Relationship Management is an enterprise software & hardware setup which effectively
records, manages & tracks customer related information
•It is an organization-wide operations strategy including customer-interface departments & other
departments
•The overall aim is to find, attract, and acquire new clients, nurture and retain the customers the
company already has, win former clients back, and reduce the costs of marketing and client service
•CRM has multiple modules which can be offered separately to cater the individual & specific need of a
company or collectively to offer a complete CRM solution
Advantages of CRM
• Advantage1
• Advantage2
• Advantage3
• advantage4
5
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CRM MARKET IN INDIA - 2011.PPT
CRM is easy to implement, integrate & use and it offers
feature1, feature2, feature3 …
Features of an Ideal CRM (1/2)
Feature4
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Feature5• ddddddddddddddddddd
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Feature6• ffffffffffffffffffffffffffffffffff
• gggggggggggggggggggggg
Feature7• hhhhhhhhhhhhhhhhhhh
• jjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjj
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CRM MARKET IN INDIA - 2011.PPT
CRM Adoption Process
Step 1
Step 2
Step 3
Step 4
Step 5
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• eeeeeeeeeeeeeeeeee
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• hhhhhhhhhhhhhhhhh
• jjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjj
• kkkkkkkkkkkkkkkkkkkk
• ppppppppppppppppp
• qqqqqqqqqqqqqqqqq
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CRM MARKET IN INDIA - 2011.PPT
In India, solution1 have higher traction than solution2 unlike
nations such as country1, country2
CRM Market Size & Growth - India
• Current CRM market size in India is approximately INR a1 bn
� It is estimated to grow to over INR b1 bn at a CAGR of c1% by 20--
• Over the years CRM has evolved from type1 to type2 in India
• CRM implementations in India are more focused on aspect1 & aspect2
� Though nations such as country3, country4 etc are embracing solution3, adoption trend of traditional solution4 is still high in India
• Product1 or product2 market size in India is over INR d1 mn & expected to grow with the increase in number of SMBs
adopting solution5
• Vendor1, vendor2 & vendor3 are the major implemented CRM solutions followed by vendor4, vendor5, vendor6
Market Overview – India
0
50
100
150
z3
Y1%
20--
z2
20--
z1
20--20--
z4
8
SAMPLE
Large presence of SMBs in India proves to be highly
beneficial for CRM vendors
• Currently, x1 mn operational SMBs (Small and Medium Businesses) contribute to x2% of the overall industrial
output, x3% of total exports and provides employment to around y mn people in the country
� Growing economic activities in the country is resulting in the SMBs to witness an exponential growth. SMBs are expected to contribute
x4% of India’s GDP by 20-- as compared to x5% in 20--
• Existence of a massive SMB segment in India proves particularly beneficial for CRM vendors in India
� Increased competition in the organized space is forcing SMBs to adopt CRM solutions in their business so as to maintain the
competitive standards which in turn is providing a fertile market for the vendors
• Overall, IT spend of the SMBs registered a growth of y1% over the previous quarter to reach a value of INR z bn in the
first quarter of 20--
CRM Adoption - SMBs
CRM MARKET IN INDIA - 2011.PPT
Some potential benefits of CRM implementation
Benefits Description
Benefits1 ppppppppppppp
Benefits2 qqqqqqqqqqqqq
Benefits3 rrrrrrrrrrrrrrrrrrr
Benefits4 sssssssssssssssssss
9CRM MARKET IN INDIA - 2011.PPT
SAMPLE
Cloud Computing is catching up with the on-premises …
sol1
sol3sol2
Cloud
Computing
Key Cloud Based Trends (1/2)
•Cloud Computing market growth is expected at a CAGR of
e1% from $e2 billion in 20-- to $e3 billion in 20-- globally
•In 20--, the largest segment of the cloud computing market,
sol4, accounts for e4% of the total market’s revenue
•Aspect1, Aspect2, and Aspect3 accounts for approximately
e5% of total sol5 market revenue
•The sol6 and sol7 markets currently hold a small share of the
cloud computing services market. However, it is expected to
grow moderately due to their flexibility and cost effectiveness
• sol9 means element1, instead of purchasing element2, outsource these element3 from element4
• sol10 involved delivering element5 and technology for computing, power, system as off premises on demand
services rather than dedicated as onsite resources
sol8
10CRM MARKET IN INDIA - 2011.PPT
Drivers & Challenges
Drivers
Improved Customer Relationship &
Operational Improvement
Global Competence
Significant Cost Reduction
Technologically Sound Manpower
Challenges
Implementation & Operational Cost
Lack of Awareness of True Benefits
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SAMPLE CRM MARKET IN INDIA - 2011.PPT
CRM Selection Criteria (1/2)
Deciding
Factors
Criterion 1
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Criterion 2
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Criterion 3
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Major CRM Vendors (1/14)
Corporate Information Business Highlights
Company Snapshot: Y12
Key Contacts
Mr. x
X
Ms. Nidhi M.
X
Mr. Sujit E.
X
Professional History
X
Professional History
X
Professional History
X
Other
X
Other
X
Other
X
Head Quarters City, Country
Industry
ClassificationIT Consulting and Other Services
Revenue INR m bn
No. of.
Employeesn
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CRM MARKET IN INDIA - 2011.PPT
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CRM MARKET IN INDIA - 2011.PPT
Major CRM Users - India
Sector1
Sector2
Sector3
Sector5
Sector4
Company11, Company12, Company13, Company14, Company15
Company21, Company22, Company23, Company24, Company25
Company31, Company32, Company33, Company34, Company35
Company51, Company52, Company53, Company54, Company55
Company41, Company42, Company43, Company44, Company45
Sector6 Company61, Company62, Company63, Company64, Company65
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SAMPLE CRM MARKET IN INDIA - 2011.PPT
Trends in the CRM market is largely driven by trend1,
trend2 & trend3
Key Trends & Development
Developments Description
Trend4• aaaaaaa
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Trend5• ccccc
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Trend6• eeeee
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Trend7• gggggggg
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Case Study
Case: ddddddddd
SolutionRequirements Benefit
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• Kkkkkkkk
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• hhhhhh• iiiiiiiiiii
Technology Used
mmmmm, nnnnnnn, ppppppp
Client Organization IT Vendor
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Industry
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CRM MARKET IN INDIA - 2011.PPT
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CRM MARKET IN INDIA - 2011.PPT
Strategic Recommendations (2/2)
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Recommendation
c1
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• yyyyyyyyyy
• zzzzzzzzzz
17CRM MARKET IN INDIA - 2011.PPT
Thank you for the attention
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