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Copyright 2007 IDC. Reproduction is forbidden unless authorized. All rights reserved.

CRM Solution Market


Israel

June 2007

© 2007 IDC

2

2

Methodology and Project Scope

© 2007 IDC

3

3

Methodology and Project Scope

IDC analyzed quantitative variables of the CRM market in
Israel for the years 2005 and 2006:


CRM licenses sold by vendor


CRM licenses deployed (operational) by vendor


Value of L&M sold by vendor


Deployed licenses by vendor and primary project
functionality (sales, service, marketing,contact center)


Deployed licenses by vendor and site size: small (up to 99);
medium (100
-
499); enterprise (500+)


Deployed licenses by vendor and site vertical


© 2007 IDC

4

4

Methodology and Project Scope


Data collection was based on extensive personal interviews
with vendors, integrators, and solution professionals.


Data was crosschecked with multiple sources to ensure
accuracy



© 2007 IDC

5

5

Key Quantitative Findings

© 2007 IDC

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6

CRM Sites and Licenses
, 2005

Source: IDC, 2007


License sold

License that was paid for during the year
assessed


Deployed license
-

License in production


Number of organizations
-

Includes only new projects

Total No
.
of
Licenses Sold
Deployed
Licenses
Total No
.
of
Organizations
Siebel
7
,
251
866
2
Microsoft
1
,
476
560
46
SAP CRM
888
591
6
Salesforce
726
726
65
PeopleSoft
484
1
,
577
1
Oracle CRM
130
100
3
Onyx
79
422
1
Pivotal
51
83
3
Amdocs
0
0
0
TOTAL
11
,
085
4
,
925
128
© 2007 IDC

7

7

CRM Sites and Licenses
, 2006

Source: IDC, 2007


License sold

License that was paid for during the year
assessed


Deployed license
-

License in production


Number of organizations
-

Includes only new projects

Total No
.
of
Licenses Sold
Deployed
Licenses
Total No
.
of
Organizations
Microsoft
3
,
051
2
,
510
101
PeopleSoft
2
,
421
785
1
SAP CRM
1
,
184
812
8
Salesforce
775
775
37
Siebel
535
928
0
Oracle CRM
231
219
3
Onyx
65
153
2
Pivotal
42
74
1
Amdocs
0
0
0
TOTAL
8
,
304
6
,
256
153
© 2007 IDC

8

8

Year
-
on
-
Year Growth in Deployed
Licenses, 2005
-
2006

-
100
.
00
%
-
50
.
00
%
0
.
00
%
50
.
00
%
100
.
00
%
150
.
00
%
200
.
00
%
250
.
00
%
300
.
00
%
350
.
00
%
Microsoft
Oracle CRM
SAP CRM
Siebel
Salesforce
Pivotal
PeopleSoft
Onyx
Total
© 2007 IDC

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9

Deployed CRM by Site Size

© 2007 IDC

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I:User organization size
-
Small


CRM applications embedded in Microsoft Office or hosted on a
subscription basis have changed the attitude of SMBs in Israel towards
CRM


Although small business


needs in functionality terms are limited, the supply of new
solutions fueled CRM implementations in this segment


Microsoft created CRM opportunities for small business


Solutions like Follow
-
UP and Goldmine dominates the small business sector, but
are perceived as having very limited functionality


Up until two years ago Pivotal was the sole real CRM option for SMB customers


Microsoft CRM can be implemented in small business at relatively low cost

© 2007 IDC

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II:User organization size
-
Small


The low
-
end segment is increasingly responsive to software
-
as
-
a
-
service.
Salesforce.com, entering the market last year, is experiencing rapid growth
in Israel, driven largely by sales to small businesses.


The on
-
demand model is emerging as a mainstream deployment model for the SMB
space and
dispersed

companies.


Hosted CRM vendors can offer a 10
-
person company with employees and agents in six
different countries using three different currencies one affordable real
-
time integrated
CRM system


Integration to personal productivity applications, most importantly Microsoft
Office, will become especially important, as many small companies
completely rely on Microsoft Office for their CRM, particularly Outlook and
Excel


© 2007 IDC

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User organization size
-
Medium


The CRM market for medium sized companies is clearly an emerging
opportunity


The penetration of EAS solutions to medium sized companies has fueled CRM adoption


IDC expects the on
-
demand delivery model to pick up in the next two years
in the medium business sector


The sustained momentum of Salesforce.com indicates that the delivery model is
increasingly considered as a serious alternative, and competition is growing with the
numerous new on
-
demand offerings appearing on the map (CRM on
-
demand solutions
from SAP, Siebel and the announced Dynamics CRM Live offering from Microsoft)


The new solutions in the market are more focused
on

the large and medium business
sector


Medium companies demand fully
-
fledged CRM that is affordable, easy to
implement, use, and maintain


Medium sized companies should be treated in terms of needs as large companies



The time of implementation and cost are critical factors in this sector


© 2007 IDC

13

13

I: User organization size
-
Enterprise


The acquisition of Siebel and PeopleSoft by Oracle means that the market for large
enterprises has become a two
-
horse race (Oracle/SAP), although Salesforce.com
and Microsoft are increasingly
attaining

larger deals


Early CRM adopters in Israel, especially in the financial services and
telecommunications sectors, are investing in CRM again


CRM implementations are relatively mature but are not always optimized


New projects are not just about re
-
implementing and optimizing systems using already
purchased licenses


CRM investments are focused on building, enhancing,and customizing existing solutions


CRM solution
s

that
are

focused solely on sales force automation
are

shortsighted.
Optimizing CRM’s potential contribution requires a vision, a strategy, and an execution
plan. It requires a holistic view of customers, channels, processes, employees, partners,
and technology


New verticals solutions and functionality are giving organizations the opportunity to
get rid of customizations and custom built add
-
ons


New opportunities are arising in areas such as CRM analytics and customer self
-
service.


© 2007 IDC

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II: User organization size
-
Enterprise


CRM Subsystems


In large organizations, CRM tools can be found in variable workloads including internal
and external facing environments


Microsoft Dynamics is the most popular platform for such needs


Most subsystem solutions include a limited number of licenses


© 2007 IDC

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15

User Perspectives

© 2007 IDC

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CRM solution procurement decisions




Improving economic atmosphere brings a shift from cost reduction to
growth


This new focus moves CRM up the list of priorities and companies are now more
willing to make forward
-
looking investments to improve sales and marketing
effectiveness and improve customer service


The requirement for a CRM solution is management driven, especially in
large organizations where the CRM serves as a strategic tool


The decision makers include both the IT management and LOB
representatives


The decision is dependent on the type of organization and on the strength of the IT
department


In small companies where there is no significant IT department, the
process is less structured and the sales cycle more rapid



Improving economy is fueling investment in growth oriented solutions

© 2007 IDC

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17

CRM solution procurement decisions




IT division
-

homogeneity as a key objective


Oracle and SAP
-

tend to be the IT department choice


End users tend to favor MS CRM


Vertical segments in which CRM plays a strategic role tend to
prefer best of breed solutions


On demand solutions


Driven by sales


Can be downloaded independently of IT department



IT department
is
a critical factor in CRM choice and implementation even
though it does not initiate the move

© 2007 IDC

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18

I: What are clients looking for?



System integration


Point solutions with little or no integration and solutions that are poorly aligned with
organizational goals offer little promise for improving the customer’s overall experience.
However, expanding the CRM opportunity through integration is an important but challenging
undertaking


Customizing versus standardizing


Well put together customer strategy, coupled with the combined process of human interaction
and automation


Embedded CRM into the fabric of the organization


Buyers expect suppliers to understand what it is they are trying to accomplish with CRM and
what their challenges are. Suppliers that are prepared to help buyers, empowering sales,
marketing, and customer service agents with a unified, contextual view of the customers, will be
the winners


This may require more than a single application; it definitely requires strong integration across
a number of systems, including databases, enterprise applications,business analytics tools,
email, and other collaborative tools.



© 2007 IDC

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II: What are clients looking for?



CRM analytics



Some of the early implementations of CRM started as a means for sales managers to get a
reliable opportunity management and sales forecast system. These applications were very
transactional in nature and had limited measurable impact on sales



The latest generation of CRM applications leverages the transactional data to generate
practical

and relevant insight for both employees and managers. As vendors can accelerate
sales and demonstrate return
-
on
-
investment via CRM analytics, this area is a key growth factor
for the entire CRM market


Integration with Microsoft Office and other office productivity tools


Sales people are sometimes referred to as "the worst end users in the world" due to their
inclination to focus on calendar use, proposals, and face
-
to
-
face meetings. In applications such
as Microsoft Dynamics CRM, the risk of low end
-
user adoption of CRM is reduced as the CRM
user interface is a mere extension of the traditional Microsoft Office user interface already
familiar to customer
-
facing personnel. CRM applications with a Microsoft Office look and feel
have faced high demand



© 2007 IDC

20

20

III: What are clients looking for?


Verticalization


CRM applications evolve from horizontal sales and service applications to support
core, industry
-
specific business processes, thus demand for vertical solutions is on
the rise


Software
-
as
-
a
-
service


On demand vendors unlocked new segments in the market of customers by trying
packaged CRM for the first time


The decision to try CRM has been prompted by the fact that hosted CRM applications
require no software to install, no hardware or software to purchase, and no IT
maintenance or IT staff


Some are replacing tools created in Excel and Lotus Notes, others are replacing custom
built legacy applications, and a few are replacing packaged, on
-
premise CRM applications


The fact that SAP (SAP CRM On Demand), Oracle (Siebel CRM On Demand), and
Microsoft (Microsoft Dynamics CRM Live) have ventured into the world of hosted CRM
only validates the market potential of the hosted model


© 2007 IDC

21

21

Implementation timescale

Up to 3


month

3
-
6


month

6
-
12


month

12
-
18


month

18+


month

Up to 99

100
-
499

500+

Number of

Employees

Implementation

Time

SalesForce

Microsoft

SAP CRM

PeopleSoft

Siebel

Onyx

Oracle CRM

Pivotal

Source: IDC,
2007

©
2007
IDC

22

22

Channel Mapping


© 2007 IDC

23

23

Number of Domestic IT Professionals
per Solution, 2006

0
20
40
60
80
100
120
Siebel
Microsoft
PeopleSoft
SAP CRM
Onyx
Oracle
CRM
Pivotal
SalesForce
Source: IDC,
2007

Number of

IT Professionals

©
2007
IDC

24

24

Contact for Questions

Efrat Drori

Edrori@idc.com

Gideon Lopez

Glopez@idc.com

IDC Israel

Tel:
972
-
3
-
6871727