The need to communicate with customers faster is the fundamental factor that is powering the development of CRM analytics. Market focused reports associated with the information and communications technology among others lately have been made available by Market Research Future which issues reports on this industry. The market is expected to develop at a CAGR of 13% during the forecast period.
As customer are a valuable asset for supplementing the growth of the companies in the forecast period, the companies are showing growing inclination towards the development of the market. The amplified competition levels in numerous industries across the globe have also necessitated the need for CRM analytics that can aid in devising suitable strategies for retention and maintaining market position in the face of competition. Furthermore, the ability of CRMs in helping comprehend read attitudes, buyer’s behavior, recognize patterns have increased the attractiveness for the end users of the market significantly. The data insights offered by CRM analytics is anticipated to emerge as the key factor driving market growth in the forecast period.
Top Boosters and Main Barriers
CRM analytical tools employ an array of applications that help analyze the value of customer-related processes and subsequently offer customer categorization, such as event monitoring, profitability analysis, predictive modeling, what-if scenarios, etc. With the widespread availability of various platforms that help gain access to potential customers, while retaining the existing ones, the requirement for a unified solution for managing the leads has significantly increased. CRM analytics software integrates social media, email, and various other platforms to aid marketers in capturing all the conversations and then store the information.
The rapidly intensifying competition across industries, such as media and entertainment, telecom, retail, among others has prompted several brands to boost their digital ad expenditure in a bid to draw in new customers. The surge in technological advancements to understand the customers’ buying patterns using digital platforms also boost the growth of the CRM analytics market.
The increasing Omnichannel presence across sectors including BFSI, manufacturing and retail has also encouraged marketers to make extensive use of the multi-channel strategy for a variety of purposes, such as brand building, brand awareness, customer retention and lead/sales generation. These ongoing efforts on the part of the marketers and industry participants are believed to be inducing considerable market growth across the globe.
CRM analytics industry has been extensively analyzed by MRFR experts, who have taken into account segments like type, deployment, organization size, and end-users.
The type-wise market segmentation comprises customer analytics, sales analytics, marketing analytics web, social media analytics and contact center analytics. Between these, marketing analytics web is all set to expand significantly in the years ahead, since this type helps organizations in running numerous campaigns and draw in more customers across the channels, while exhibiting the influence of the marketing investments on real-time basis, and develop the sales pipeline.
Asia Pacific or APAC, Europe, along with North America and Rest of the World (RoW) are the primary markets for CRM analytics.
The CRM analytics market in APAC is all set to gain traction at the highest rate during the review period, thanks to the fast-paced surge in the number of small & medium enterprises. Further, the increasing contention between enterprises to retain existing customers and reach out to potential ones also benefits the regional market to a large extent. The quickly expanding industries of telecommunications and IT, BFSI, transportation and logistics, healthcare and life science, and others are other growth boosters in the APAC market.
Global Competitive Analysis
The momentum of the market’s growth has altered the competitive background of the market. The vital trends and players have established a positive tone for development. Engaging and converting prospective opportunities is modifying the growth pace of the market considerably. By ensuring supply and demand are in balance the competitors can unlock new opportunities for growth. The opportunities for growth and innovation have increased at a rapid pace transforming the landscape of the market. The competitors in the market have been spurred to devise strategic road-maps that capitalize on the positive market cues. The key players and trends have made a positive tone for development.
The noteworthy contenders in the CRM analytics market globally are Salesforce Inc. (U.S.), SAP AG (Germany), IBM (U.S.), Oracle Corporation (U.S.), Infosys Ltd (India), Teradata Corporation (U.S.), Angoss Software Corporation (Canada), SAS Institute Inc. (U.S.), Accenture PLC (Ireland), Microsoft Corporation (U.S.), Infor (U.S.) and others.
June 2018 Teckst which is a sales messaging platform and enterprise customer care provider has made an inventive integration with the leading CRM Microsoft Dynamics. Each message received and sent is pushed as a transcript activity into Dynamics, allowing messaging data to flow straight into native CRM analytics and reporting. The Teckst widget also displays the contact page for sales reps, letting them communicate with potential customers via text with no requirement to learn a new interface and system.
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