By application, social CRM market is divided into marketing, sales, customer service & support, and others. Marketing and sales are expected to showcase dominance in this segment. It is attributed to the rising need of organizations to increase sales and improve marketing activities. Customer service and support is also anticipated to grow significantly over the forecast time frame. These solutions have enhanced the interaction between enterprises and their customers by utilizing prevailing social platforms.
Based on solution, the industry is segmented into social monitoring, mapping, listening, middleware, management, engagement, and measurement. Social monitoring is expected to grow at a significant rate owing to an increasing use of social media and provision of features such as tracking and identifying information and news about an individual, product, company, or a brand.
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Company profiled in this report based on Business overview, Financial data, Product landscape, Strategic outlook & SWOT analysis:
- SAP CRM
- IBM Corp.
- Jive Software
- RightNow CRM
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There is a difficulty in achieving a clear perception of this software. The requirement of high patience to understand the benefits of this software is anticipated to pose as a challenge to social CRM market. This software provides an overload of information at once. This, at times, creates security and privacy concerns in the minds of the customers, which may act as an industry restraint. For complete deployment of this software, organizations need to be customer-centric. This may hamper the industry growth over the forecast time frame.
Asia Pacific is predicted to grow at a significant rate over the forecast timeline owing to increasing number of SMEs in the emerging economies including China and India. Moreover, venture capital funding has propelled the regional growth. Europe is expected to showcase an exponential growth rate owing to the demand from various sectors such as finance, retail, travel, and utility in the UK. Moreover, the rising need for developing effective marketing campaigns will further fuel the growth of social CRM market in the region.
The U.S. dominated the Social CRM Market and is projected to continue the same over the forecast time span. Increasing investments from organizations for promoting customer retention and enhancing customer experience have led to the industry growth in the region. Moreover, the rising demand for these solutions from SMBs will further fuel the regional growth.
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Oracle, Lithium, Salesforce, SAP CRM, IBM Corp., Microsoft, Jive Software, NetSuite, Pegasystems, SugarCRM, RightNow CRM, and Buzzient are a few industry players. Most of the industry players are adopting strategies, such as acquisitions, alliances, and product innovations, for setting foothold in the Social CRM Market. For instance, in June 2017, Microsoft’s subsidiary LinkedIn announced the acquisition of Heighten for sales productivity software. This strategy will help the company extract more value from the social network and connect it to CRM and external sales processes.