【行政制度】crmreport

1CustomerRelationshipManagementSoftwareReport,1997–2002CustomerRelationshipManagementSoftwareReport,1997–2002©1998AMRResearch,Inc.CONTENTSEXECUTIVESUMMARY...............................3THE1997CUSTOMERRELATIONSHIPMANAGEMENTMARKET..5The1997CustomerRelationshipManagementMarketLeaders........9CRMRevenueSegments....................................12CRMTECHNOLOGYENVIRONMENT.....................17CRMCUSTOMERSANDMARKETCHANNELS..............19CRMMARKETFORECAST,1997–2002...................27APPENDICES......................................31AppendixA:RelatedResearch................................31AppendixB:ResearchMethodology...........................32AppendixC:VendorInformationRequest,1997...................42Reader’sAcronymList......................................44CustomerRelationshipManagementSoftwareReport,1997–2002©1998AMRResearch,Inc.2LISTOFTABLESTable1:CustomerRelationshipManagementVendorsRankedby1997AggregateRevenue..6Table2:Top10CRMVendor1997LicenseRevenue..............................10Table3:CRMVendorsRankedby1997LicenseRevenue...........................11Table4:CRMAggregateRevenueandMarketSharebyRevenueType.................13Table5:CRMLicenseRevenueandMarketSharebyApplicationType.................14Table6:TopSixTASVendorsby1997LicenseRevenue............................15Table7:TopFiveCustomerServiceandFieldServiceVendorsby1997LicenseRevenue....16Table8:CRMLicenseRevenuebyClient/Servervs.Host-BasedApplications,1996–1997...17Table9:CRMLicenseRevenuebyOperatingSystem,1996–1997.....................18Table10:CRMLicenseRevenuebyCustomerCompanySize,1996–1997................21Table11:CRMLicenseRevenuebyCustomerGeography,1996–1997..................22Table12:CRMLicenseRevenuebyVerticalIndustry,1996–1997......................23Table13:CRMLicenseRevenuebySalesChannel,1996–1997........................25Table14:CRMLicenseRevenueSharebyApplicationType,1997–2002.................28Table15:CRMLicenseRevenueGrowthbyApplicationType,1997–2002................28Table16:AggregateCRMRevenuebyType,1997–2002............................30Table17:AggregateCRMRevenueSharebyType,1997–2002.......................30LISTOFFIGURESFigure1:CRMAggregateRevenue,1995–1997—est.1998..........................5Figure2:Top10CRMVendor1997LicenseRevenue..............................10Figure3:CRMAggregateRevenueSharebyRevenueType..........................13Figure4:CRMMarketSharebyApplicationType.................................14Figure5:TopSixTASVendorsby1997LicenseRevenue............................15Figure6:TopFiveCustomerServiceandFieldServiceVendorsby1997LicenseRevenue.....16Figure7:CRMLicenseRevenuebyCustomerCompanySize,1996–1997................21Figure8:CRMLicenseRevenueSharebyCustomerGeography,1997..................22Figure9:CRMLicenseRevenueSharebyVerticalIndustry,1997......................23Figure10:CRMLicenseRevenueSharebySalesChannel,1997........................25Figure11:CRMLicenseRevenuebyApplicationType,1997–2002......................27Figure12:AggregateCRMRevenuebyRevenueType,1997–2002.....................30©Copyright1998byAMRResearch,Inc.NoportionofthisreportmaybereproducedinwholeorinpartwithoutthepriorwrittenpermissionofAMRResearch.AnywrittenmaterialsareprotectedbyUnitedStatescopyrightlawsandinternationaltreatyprovisions.AMRResearchoffersnospecificguaranteeregardingtheaccuracyorcompletenessoftheinformationpresented,buttheprofessionalstaffofAMRResearchmakeseveryreasonableefforttopresentthemostreliableinformationavailabletoitandtomeetorexceedthestatisticalstandardsastosamplesizeandaccuracywhichareconsideredgoodpracticeinprofessionalindustrialmarketresearch.AMRResearchisnotaregisteredinvestmentadvisor,anditisnottheintentofthisdocumenttorecommendspecificcompaniesforinvestment,acquisition,orotherfinancialconsiderations.CustomerRelationshipManagementSoftwareReport,1997–2002The1997CustomerRelationshipManagement(CRM)marketreachedapproximately$1.2B,anincreaseof55%over1996.In1998,AMRResearchexpectsthemarkettogrowby58%tomorethan$1.9B.Forthe1995to1998period,theCRMmarketwillsustain56%averageannualgrowth.From1997to2002,thetotalrevenueintheCRMmarketwillgrowfrom$1.2Bto$7.5B,sustaininga58%compoundannualgrowthrate(CAGR)overthefive-yearspan.Thetechnology-assistedselling(TAS)segmentwillleadtheCRMmarketwith64%CAGRandshouldreach$5.1Binapplicationsoftwarelicenserevenueby2002.Thecus-tomersupportsegmentconsistsofcustomerserviceandfieldservice.Customerservicewillgrowata50%CAGRoverthefiveyearsandshouldreach$1.9Binapplicationsoftwarelicenserevenue.Fieldservicewillgrowataslowerpacewitha41%CAGRandshouldreach$480Minapplicationsoftwarelicenserevenueby2002.CustomerRelationshipManagementSoftwareReport,1997–2002©1998AMRResearch,Inc.3EXECUTIVESUMMARYFrom1997to2002,thetotalrevenueintheCRMmarketwillgrowfrom$1.2to$7.5B,sustaininga58%compoundannualgrowthrateoverthefive-yearspan.Figure1:CRMAggregateRevenue1995–1997—est.1998Source:AMRResearch,19980500100015002000199819971996CustomerRelationshipManagementSoftwareReport,1997–2002©1998AMRResearch,Inc.4Mergersandacquisitions,d