1.0 |
|
Introduction |
|
1.1 |
|
Market Forecast: Record Growth in 2007 Drives Market Momentum |
1.2 |
|
Cool Vendors |
|
2.0 |
|
CRM Suites for Small or Midsize Businesses |
|
2.1 |
|
SMB CRM Suite Vendors |
|
3.0 |
|
E-CRM Vendors |
|
3.1 |
|
Market Description |
3.2 |
|
E-Marketing |
|
3.2.1 |
|
Contextual Marketing |
3.2.2 |
|
Addressable Branding/Advertising |
3.2.3 |
|
Community Marketing |
3.2.4 |
|
Transactional Marketing |
|
3.3 |
|
E-Commerce |
|
3.3.1 |
|
Software/Platform Providers |
3.3.2 |
|
Order Management |
3.3.3 |
|
Product Reviews |
3.3.4 |
|
Open Source |
3.3.5 |
|
Product Visualization |
3.3.6 |
|
Social Commerce |
3.3.7 |
|
Web Site Personalization |
3.3.8 |
|
E-Commerce Service Providers |
3.3.9 |
|
E-Commerce Software as a Service |
|
3.4 |
|
E-Service |
|
3.4.1 |
|
Web Self-Service |
3.4.2 |
|
E-Mail Response Management System |
3.4.3 |
|
Chat and Collaboration |
3.4.4 |
|
Web-Based/Community Support |
|
|
4.0 |
|
Marketing Automation |
|
4.1 |
|
Campaign Management (Relationship Marketing) Providers |
4.2 |
|
Event-Triggered Marketing Providers |
4.3 |
|
Lead Management |
4.4 |
|
Marketing Optimization Software and Service Providers |
4.5 |
|
Marketing Resource Management |
4.6 |
|
Enterprise Marketing Management |
4.7 |
|
U.S. Marketing Service Providers |
4.8 |
|
Marketing Performance Management |
|
5.0 |
|
Sales Force Automation |
|
5.1 |
|
Core Sales Force Automation Vendors |
5.2 |
|
Sales Content Management |
5.3 |
|
Sales Information Services |
5.4 |
|
Proposal Generation |
5.5 |
|
Pricing Optimization and Management |
5.6 |
|
Sales Training Solutions |
5.7 |
|
Sales Configuration Vendors |
5.8 |
|
Sales Incentive Compensation Management Software |
5.9 |
|
Sales Performance Management |
5.10 |
|
Territory Management Software |
|
6.0 |
|
Customer Service, Contact Center and Field Service |
|
6.1 |
|
Customer Service Contact Center |
6.2 |
|
Contact Center Workforce Optimization |
|
6.2.1 |
|
Call Recording and Quality Management Software |
6.2.2 |
|
Workforce Management |
6.2.3 |
|
E-Learning |
6.2.4 |
|
Performance Management Solutions |
6.2.5 |
|
Interaction Analytics |
|
6.3 |
|
Field Service Management |
6.4 |
|
Contact Center Infrastructure |
|
6.4.1 |
|
Contact Center Routing Systems |
6.4.2 |
|
Voice Self-Service |
|
6.4.2.1 |
|
Voice Response Platforms |
6.4.2.2 |
|
Speech Technologies |
|
|
|
7.0 |
|
CRM Analytics |
|
7.1 |
|
Sales Analytics |
7.2 |
|
Marketing Analytics |
7.3 |
|
Service Analytics |
7.4 |
|
CRM Performance Management |
|
7.4.1 |
|
Marketing Performance Management |
7.4.2 |
|
Sales Performance Management |
7.4.3 |
|
Service Performance Management |
|
7.5 |
|
Web Analytics |
7.6 |
|
Customer Profitability Analytics |
7.7 |
|
Customer Data Mining |
7.8 |
|
Intelligent Decision Management for Best Next Action |
7.9 |
|
Text Mining |
7.10 |
|
Speech Analytics |
|
8.0 |
|
Customer Experience Management |
|
8.1 |
|
Enterprise Feedback Management |
8.2 |
|
Customer Experience Management Service Providers |
|
9.0 |
|
MDM Systems for Customer Data |
|
|
10.0 |
|
Regional CRM Application Software Specialists |
|
10.1 |
|
North American CRM Application Software Specialists |
10.2 |
|
European CRM Application Software Specialists |
10.3 |
|
Asia/Pacific CRM Application Software Specialists |
|
11.0 |
|
CRM Business Process Outsourcers |
|
11.1 |
|
Providers With Capabilities in North America |
11.2 |
|
Providers With Capabilities in EMEA |
11.3 |
|
Providers With Capabilities in the Asia/Pacific Region |
|
12.0 |
|
CRM Service Providers |
|
12.1 |
|
Providers With Capabilities in North America |
12.2 |
|
Providers With Capabilities in EMEA |
12.3 |
|
Providers With Capabilities in the Asia/Pacific Region and Japan |
|
