Frost Radar™: Global CRM Software Market, 2020
Published on: 30-Apr-2020 | SKU: IT04114-GL-MR_24361

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Organizations today want a single view of customers from all touch points, which can be achieved through customer relationship management (CRM) solutions. The goal for companies, educational institutions, and the public sector is to capture and leverage the wealth of available data to have profitable, productive, value-rich, experience-enhancing, and loyalty-building interactions with their customers, and to apply it in their marketing and sales initiatives.

More customer actions will be captured by artificial intelligence (AI)-driven CRM systems to maximize value. Social media conversations, Internet of Things-connected products, and augmented and virtual reality will be deeply mined for insights, including for improvements and anticipatory, intent-based, targeted offers.

CRM applications will become deeply integrated with adjacent marketing, sales, planning, and management solutions, and with digital channels to provide a unified customer and user experience at lower IT and vendor management costs.

The CRM market will become more competitive as it becomes saturated, and will consolidate to fewer but larger vendors that will have to offer feature-rich yet lean IT solutions to cover all customer sizes and verticals.

The Frost Radar reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar methodology. The document presents competitive profiles on each of the companies in the Frost Radar based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.

Strategic Imperative

Growth Environment

Frost Radar™

Frost Radar™

Frost Radar™

Salesforce

Oracle

Microsoft

Pegasystems

SAP

Adobe

Zoho

Freshworks

Strategic Insights

SIGNIFICANCE OF BEING ON THE FROST Radar™

FROST Radar™ EMPOWERS THE CEO’S GROWTH TEAM

FROST Radar™ EMPOWERS INVESTORS

FROST Radar™ EMPOWERS CUSTOMERS

FROST Radar™ EMPOWERS THE BOARD OF DIRECTORS

FROST Radar™: BENCHMARKING FUTURE GROWTH POTENTIAL

FROST Radar™: BENCHMARKING FUTURE GROWTH POTENTIAL

FROST Radar™: BENCHMARKING FUTURE GROWTH POTENTIAL

Legal Disclaimer

Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform

Growth Index

Growth Index (GI) is a measure of a company’s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user focused sales and marketing strategies.

  • Market Share (previous 3 years)
    This is a comparison of a company’s market share relative to its competitors in a given market space for the previous 3 years.
  • Revenue Growth (previous 3 years)
    This is a look at a company’s revenue growth rate for the previous 3 years in the market/industry/category that forms the context for the given Frost Radar™.
  • Growth Pipeline
    This is an evaluation of the strength and leverage of a company’s growth pipeline system to continuously capture, analyze, and prioritize its universe of growth opportunities.
  • Vision and Strategy
    This is an assessment of how well a company’s growth strategy is aligned with its vision. Are the investments that a company is making in new products and markets consistent with the stated vision?
  • Sales and Marketing
    This is a measure of the effectiveness of a company’s sales and marketing efforts in helping it drive demand and achieve its growth objectives.

Innovation Index

Innovation Index (II) is a measure of a company’s ability to develop products/ services/ solutions (with a clear understanding of disruptive Mega Trends) that are globally applicable, are able to evolve and expand to serve multiple markets and are aligned to customers’ changing needs.

  • INNOVATION SCALABILITY
    This determines whether an organization’s innovations are globally scalable and applicable in both developing and mature markets, and also in adjacent and non-adjacent industry verticals.
  • RESEARCH AND DEVELOPMENT
    This is a measure of the efficacy of a company’s R&D strategy, as determined by the size of its R&D investment and how it feeds the innovation pipeline.
  • PRODUCT PORTFOLIO
    This is a measure of a company’s product portfolio, focusing on the relative contribution of new products to its annual revenue.
  • MEGATRENDS LEVERAGE
    This is an assessment of a company’s proactive leverage of evolving, long-term opportunities and new business models, as the foundation of its innovation pipeline.
  • CUSTOMER ALIGNMENT
    This evaluates the applicability of a company’s products/services/solutions to current and potential customers, as well as how its innovation strategy is influenced by evolving customer needs.

Significance of Being on the Frost Radar™

Companies plotted on the Frost RadarTM are the leaders in the industry for growth, innovation, or both. They are instrumental in advancing the industry into the future.

  • GROWTH POTENTIAL
    Your organization has significant future growth potential, which makes it a Company to Action.
  • BEST PRACTICES
    Your organization is well positioned to shape Growth Pipeline™ best practices in your industry.
  • COMPETITIVE INTENSITY
    Your organization is one of the key drivers of competitive intensity in the growth environment.
  • CUSTOMER VALUE
    Your organization has demonstrated the ability to significantly enhance its customer value proposition.
  • PARTNER POTENTIAL
    Your organization is top of mind for customers, investors, value chain partners, and future talent as a significant value provider.

Have questions about this research or need deeper insights?
Speak directly with our analytics experts for tailored recommendations.
Purchase includes:
  • Report download
  • Growth Dialog™ with our experts

Growth Dialog™

A tailored session with you where we identify the:
  • Strategic Imperatives
  • Growth Opportunities
  • Best Practices
  • Companies to Action

Impacting your company's future growth potential.

Organizations today want a single view of customers from all touch points, which can be achieved through customer relationship management (CRM) solutions. The goal for companies, educational institutions, and the public sector is to capture and leverage the wealth of available data to have profitable, productive, value-rich, experience-enhancing, and loyalty-building interactions with their customers, and to apply it in their marketing and sales initiatives. More customer actions will be captured by artificial intelligence (AI)-driven CRM systems to maximize value. Social media conversations, Internet of Things-connected products, and augmented and virtual reality will be deeply mined for insights, including for improvements and anticipatory, intent-based, targeted offers. CRM applications will become deeply integrated with adjacent marketing, sales, planning, and management solutions, and with digital channels to provide a unified customer and user experience at lower IT and vendor management costs. The CRM market will become more competitive as it becomes saturated, and will consolidate to fewer but larger vendors that will have to offer feature-rich yet lean IT solutions to cover all customer sizes and verticals. The Frost Radar reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar methodology. The document presents competitive profiles on each of the companies in the Frost Radar based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.
More Information
Deliverable Type Frost Radar
No Index No
Podcast No
Author Ruman Ahmed
Industries Information Technology
WIP Number PACE-01-00-00-00
Is Prebook No
GPS Codes 9705-C1,9658

Frost Radar™: Global CRM Software Market, 2020

Information TechnologyFrost Radar™: Global CRM Software Market, 2020

Benchmarking Future Growth Potential

RELEASE DATE
30-Apr-2020
REGION
Global
Deliverable Type
Frost Radar
Research Code: PACE-01-00-00-00
SKU: IT04114-GL-MR_24361
AvailableYesPDF Download
$4,950.00
In stock
SKU
IT04114-GL-MR_24361