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Market Research Report: CRM Market in India 2015 - Sample
Market Research Report: CRM Market in India 2015 - Sample
Market Research Report: CRM Market in India 2015 - Sample
July 2015
Executive Summary
Market
CRM market in India is valued at ~ INR x bn in 2014 and is estimated to grow at a CAGR of ~ x% over 201419e
In terms of CRM adoption, South Indian cities are showing signs of healthy adoption rates followed by North
Indian cities
Drivers
Drivers and
Challenges
Challenges
Global Competence
Significant Cost Reduction
Trends
Major Players
Competition
Company A
Company B
Company C
Company D
Company E
Company F
Macroeconomic Indicators
Introduction
Market Overview
Types, Modules and Features
CRM Use in SMBs
CRM Selection Criteria
Drivers and Challenges
Key Trends
Scope of CRM in Key Sectors
Competitive Landscape
Strategic Recommendations
Appendix
CRM MARKET IN INDIA 2015.PPT
SAMPLE
%
Per Annum
INR tn
x1
2011-12
y1
C
x1
B
x3
x4
x2
x2
2012-13
2011-12
2012-13
N.B.:
2012-13 encompasses
figure for Apr2013-14
Nov 2012
y2
2014-15
FDI: Annual
x3
2013-14
y3
INR bn
D
x4
2014-15
y4
y2
y3
y4
2012-13
2013-14
y1
B
Min
Max
A
2010-11
2011-12
SAMPLE
Over the years, CRM has evolved from point solution to 360
degree enterprise-wide initiative in India
SAMPLE
INR bn
X
a6
X
a5
Top 2 players
are holding
~a% share in
the CRM
market
a4
a1
a2
a3
x
z
X
0
2014
2015e
2016e
2017e
2018e
2019e
Oracle
Salesforce
Others
XX
XX
XX
XX
SAMPLE
Organization Type
Service Industry
Product Industry
X-X%
X-X%
X-X%
X-X%
X-X%
X-X%
XX
XX
XX
SAMPLE
ICT Spending
Business
Challenge
Breakup
ICT Spending
Business Challenge
bn
X
X
100.0%
Hardware
X
IT Services
Software Licensing and SaaS
0
2014e
X
2014e
2018e
Spending on IT service
(implementation,
support and training)
and Software Licensing
and SaaS: XX%
XX
XX
XX
XX
SAMPLE
IT Software
Business
SpendingChallenge
- SMBs
10
20
30
40
50
60
70
80
90
bn
Y
2014
Y XX
X
Others
CRM spending
Large Business
XX
XX
XX
XX
SAMPLE
XX
XX
Description
X
X
X
X
X
X
X
10
SAMPLE
XX
User Volume
XX
Deciding
Factors
XX
11
SAMPLE
Impact
XX
XX
XX
XX
XX
X
X
X
X
X
X
X
X
X
X
12
SAMPLE
Global Competence
Impact
XX
Expansion
Achieving Global
Standard
Operational
Efficiency
13
SAMPLE
Note: *Data as of August 2013, Other details have been taken from the website; May vary depending on the requirement
SAP does not provide stand alone CRM generally, and it requires a minimum of 15 user subscription
Sugra CRM: Price based on an annual subscription with a minimum of five users
14
SAMPLE
Social CRM is
gaining popularity
X
X
Traditional CRM
Social CRM
Traditional
CRM
Participant
Time of Interaction
X
X
Social CRM
X
X
15
SAMPLE
Many companies are now implementing on demand CRM for better results
Company A
X
X
X
Company B
X
X
X
X
Company C
X
X
X
X
16
Case Study 1
SAMPLE
Client Organization
Industry
IT Vendor
Case: X saves time, increases revenues using SMART CRM Desk CRM
X
X
X
X
X
Benefit
Solution
Requirements
X
X
X
X
X
X
X
X
X
X
Technology Used
XX
CRM MARKET IN INDIA 2015.PPT
17
SAMPLE
Impact
X
Impact
X
Impact
X
Competitive Rivalry
Impact
X
Impact
X
Threat of Substitutes
X
18
SAMPLE
Key Ratios of 3 Major Private Companies Operational Basis (FY 2014) (x/x)
Debtors Turnover Ratio
2012
2013
2014
x2
x
x
x1
x2
x1
x3
x3
x
Oracle
Salesforce
x1
x2
x3
x
x
SAP
Oracle
Salesforce
SAP
XX
XX
XX
19
Tel No.
Fax No.
Website
Year of Incorporation
Ticker Symbol
Stock Exchange
SAMPLE
Offices and Centres India
Head Office
Pune
Products/Services
Key People
Amdocs Products
Name
Designation
X
Note: The list of products and services is not exhaustive
20
SAMPLE
Financial Snapshot
INR bn
Total Income
300
200
100
17.0
156.3
20.7
Key Ratios
Net Profit/Loss
25.8
INR bn
26.1
30
20
172.4
209.6
220.9
10
0
2011
2012
2013
2014
Financial Summary
y-o-y change
(2014-13)
2014
2013
-0.48
13.89%
14.37%
13.57% 12.70%
-0.48
11.83%
12.31%
12.00% 10.89%
-0.47
13.72%
14.19%
13.54% 12.43%
-0.16
12.43%
12.59%
12.90% 11.47%
-0.06
12.44%
12.50%
12.36% 11.15%
0.65
40.52%
39.87%
45.36% 41.77%
9.56%
9.78%
9.53%
2012
2011
Profitability Ratios
Operating Margin
Net Margin
Profit Before Tax Margin
Return on Equity
Return on Capital Employed
Return on Working Capital
Return on Assets
Return on Fixed Assets
-0.22
8.72%
-3.23
0.48
86.09%
85.61%
86.37% 87.28%
-0.02
12.49%
12.51%
13.08% 12.89%
-0.01
0.10%
0.11%
0.10%
0.09%
-4.97%
2.02
2.12
1.92
1.96
-3.92%
1.19
1.23
1.05
1.16
1.26%
0.06
0.06
0.07
0.08
Cost Ratios
Indicators
Particulars
Value (23/06/2014)
546029.19
465229.2
2.88
19.64
Liquidity Ratios
Current Ratio
Cash Ratio
Leverage Ratios
Debt to Equity Ratio
Debt to Capital Ratio
Interest Coverage Ratio
1.18%
0.06
0.06
0.06
0.08
5.13%
142.33
135.38
139.39
140.34
1.57%
12.33
12.14
11.68
12.30
1.18%
0.69
0.68
0.70
0.69
0.27%
1.47
1.47
1.59
1.61
5.17%
2.91
2.77
3.33
3.28
2.64%
0.99
0.96
1.00
0.97
Efficiency Ratios
Fixed Asset Turnover
Asset Turnover
Current Asset Turnover
Working Capital Turnover
Capital Employed Turnover
Note: Financials of the parent company (Amdocs Ltd. NYSE:DOX) has been provided
CRM MARKET IN INDIA 2015.PPT
Improved
Decline
21
SAMPLE
North America
Europe
220,625
100%
50%
50%
0%
0%
14%
2011
2014
70%
73%
13%
17%
2012
72%
14%
16%
2013
73%
12%
15%
13%
2014
Business Highlights
Description
News
Overview
Launch
Acquisition
X
CRM MARKET IN INDIA 2015.PPT
22
SAMPLE
23
Corporate Address
SAMPLE
Offices and Centres India
X
Delhi
Tel No.
Fax No.
Website
Year of Incorporation
X
Head Office
Products/Services
Key People
X
Name
Designation
24
SAMPLE
Ownership Structure
Foreign Holdings
100%
25
SAMPLE
Financial Snapshot
Total Income
Key Ratios
INR mn
8,000
6,000
4,000
Particulars
Net Profit/Loss
INR mn
681.1
590.1
800
600
6,751.1
7,925.4
2,000
400
200
0
2013
2014
Operating Margin
Net Margin
Profit Before Tax Margin
Return on Equity
Return on Capital Employed
Return on Working Capital
Return on Assets
Return on Fixed Assets
Liquidity Ratios
Leverage Ratios
2013
2012
2011
-0.92
12.26%
13.18%
N.A.
N.A.
-0.15
8.59%
8.74%
N.A.
N.A.
-0.92
12.26%
13.18%
N.A.
N.A.
-0.97
17.82%
18.78%
N.A.
N.A.
-2.90
25.42%
28.33%
N.A.
N.A.
-375.32% 426.16%
-801.48
N.A.
N.A.
-2.11
15.24%
17.35%
N.A.
N.A.
-9.05
23.66%
32.71%
N.A.
N.A.
0.92
87.74%
86.82%
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
-27.48%
0.84
1.16
2.07
N.A.
-47.10%
0.23
0.43
0.55
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
N.A.
-22.24%
1.93
2.48
N.A.
N.A.
-5.59%
1.24
1.32
N.A.
N.A.
30.49%
5.80
4.44
N.A.
N.A.
-194.66%
-30.60
32.33
N.A.
N.A.
-3.52%
2.07
2.15
N.A.
N.A.
Cost Ratios
2014
Profitability Ratios
Financial Summary
y-o-y change
(2014-13)
Current Ratio
Cash Ratio
Debt to Equity Ratio
Debt to Capital Ratio
Interest Coverage Ratio
N.A.
Efficiency Ratios
Fixed Asset Turnover
Asset Turnover
Current Asset Turnover
Working Capital Turnover
Capital Employed Turnover
Improved
Decline
26
SAMPLE
Business Highlights
Description
News
Overview
Launch
Strategic Partnership
Acquisition
27
SAMPLE
28
SAMPLE
Strategy
Adoption Area
RegionalX Growth
29
30