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CANADIAN 
CUSTOMER RELATIONSHIP MANAGEMENT

 (CRM) MARKET REPORT

 

 

2000 EDITION

 

For information on obtaining 
copies of this report 
call # (416) 360-0424 
Fax us at (416) 360-7546
Or send an email to:
msone@nbicanada.com


September 2000

 


 

 
TABLE OF CONTENTS

Section  Page
About This Report v
A Note on Accuracy vi
1.0 EXECUTIVE SUMMARY 1
2.0 BACKGROUNDER 3
2.1 Computer Telephony Integration  3
2.2 Sales Force Automation 4
3.0 UNDERLYING BUSINESS TRENDS 5
3.1 Revenue Growth 5
3.2 The Internet 6
4.0 CRM DEFINITION 7
5.0 CRM FEATURES 9
5.1 Operational CRM 9
5.1.1  Sales Force Automation 9
5.1.2 Call Centre/Service Automation 10
5.1.3 Marketing Automation 11
5.2 Collaborative CRM 11
5.3 Analytical CRM 12
5.4 CRM Functionality Growth 12
6.0 CRM IN CANADA 15
7.0 PROFESSIONAL SERVICES 17
8.0 MARKET SIZE AND GROWTH 18
9.0 CRM COMPANIES 20
10.0 COMPANY PROFILES 22
10.1 INTERACT COMMERCE CORPORATION 22
10.2 JANNA SYSTEMS INC. 26
10.3 NORTEL NETWORKS (CLARIFY) 30
10.4 ORACLE CORPORATION 35
10.5 PEOPLESOFT INC (VANTIVE) 40
10.6 PIVOTAL CORPORATION 45
10.7 SAP AG 49
10.8 SIEBEL SYSTEMS INC 53
11.0 MARKET SHARE 58
LIST OF EXHIBITS:
 
Exhibit 1         Canadian CRM Drivers 15
Exhibit 2 Canadian CRM Market Size and Composition, 1999-2002 19
Exhibit 3 Canadian CRM Market, Licence Revenues
By Vendor, 1999-2001
58
Exhibit 4 Licence Revenue Market Share
By Vendor, 1999-2001
59
Exhibit 5 Vendor Professional Services and Maintenance Fees 1999-2001
59



ABOUT THIS REPORT

The Canadian Customer Relationship Management (CRM) Market Report, 2000 Edition is E-Search Canada's inaugural report on the e-Commerce marketplace in Canada. The numerous definitions of CRM combined with the proliferation of products and rapid advances in CRM technology has contributed to uncertainty about CRM in general, and its role in the Canadian marketplace in particular.

This report attempts to lend clarity to this topic, providing a background on the development of CRM and the trends driving the adoption of CRM technologies in Canada. The basic components of CRM technology and products are explained and the forces driving new CRM application development are examined. The overall size of the CRM market in Canada, including licence fees, maintenance and professional services is estimated in this report for 1999 - 2002. In the final section of the report, in-depth profiles of eight major CRM vendors active in Canada are provided, including a discussion of their products, sales and marketing activities and partnerships. This is supported with estimates of revenues and market shares.

The information contained in this report is the result of extensive primary research and numerous interviews and surveys with manufacturers, consultants and professional service providers.

 


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