Japan CRM Applications 2009-2013 Forecast and 2008 Analysis

Abstract

This IDC study (which is a translation of the Japanese report IDC #J9340104) provides the 2008 results and 2009–2013 forecasts for the Japan customer relationship management (CRM) applications market. Due to the economic crisis caused by the U.S. financial collapse in 2008, there was a rapid decline in new projects for three months from October 2008 onward. Looking at the situation during the first six months of 2009, the decline in large-scale projects is forecast to have a big impact on year-over-year market growth.

"Over the past few years, enterprises from the financial services, manufacturing, and communications sectors as well as the public sector have driven the CRM applications market toward large growth. In 2009, it will be important to alter sales systems that depend on large-scale projects, and carefully offer applications and solutions that meet industry- and business process–specific CRM needs in professional industries," comments Tomoko Akagi, group manager, Software and Security, IDC Japan.

Table of Contents

• IDC Opinion
• In This Study
• Methodology
• Market Size and Market Share
• Market Forecast
• User Survey
• Executive Summary
• Situation Overview
• Japan CRM Applications Market Trends
• Japan CRM Applications Market: Revenue Results by Vendor
• Japan Contact Center Market
• Japan Customer Service Market
• Japan Marketing Market
• Japan Sales Market
• Japan CRM Analytics Applications Market
• Definition of CRM Analytics Applications
• Actual State of Japan CRM Applications Market User Needs
• User Needs Survey Guidelines
• Survey Methodology
• Profile of Respondent Enterprises
• Implementation Rate of CRM Applications Packages
• Implementation Methods of CRM Applications
• SFA Solutions
• Marketing Solutions
• Contact Center/Customer Service Solutions
• 2009 Spending Sentiment by Industry
• SFA Solutions
• Marketing Solutions
• Contact Center/Customer Service Solutions
• Objectives and Effectiveness of Implementing CRM Solutions
• SFA Solutions
• Marketing Solutions
• Contact Center/Customer Service Solutions
• Issues Regarding Implementation of CRM Solutions
• SFA Solutions
• Marketing Solutions
• Contact Center/Customer Service Solutions
• Important Criteria for Selecting CRM Applications
• Implementation Methods of CRM Solutions in the Near Future
• SFA Solutions
• Marketing Solutions
• Contact Center/Customer Service Solutions
• Future Outlook
• Forecast and Assumptions
• Japan CRM Applications Market Revenue Forecast by Functional Segment, 2008–2013
• Market Context
• Essential Guidance
• Learn More
• Related Research
• Definitions
• Definition of CRM Application Software
• Sales Software
• Marketing Software
• Customer Service
• Contact Center
• Other CRM Applications
• Synopsis
• Table: Japan CRM Applications Market Revenue Results by Functional Segment, 2006–2008
• Table: Japan CRM Applications Market Revenue Results by Vendor, 2006–2008
• Table: Japan Contact Center Market Revenue Results by Vendor, 2006–2008
• Table: Japan Customer Service Market Revenue Results by Vendor, 2006–2008
• Table: Japan Marketing Market Revenue Results by Vendor, 2006–2008
• Table: Japan Sales Market Revenue Results by Vendor, 2006–2008
• Table: Japan CRM Analytics Applications Market Vendor Shipment Value Results by Functional Segment, 2007 and 2008
• Table: Japan CRM Analytics Applications Market Revenue Results by Vendor, 2007-2008
• Table: Profile of Respondent Enterprises
• Table: Key Forecast Assumptions for Japan CRM Applications Market, 2009-2013
• Table: Japan CRM Applications Market Revenue Forecast by Functional Segment, 2008–2013
• Table: Japan CRM Applications Market Revenue Forecast, 2005–2013 (Million Yen): Comparison of March 2009 and July 2009 Forecasts
• Figure: Japan CRM Applications Market Revenue Component Ratio by Functional Segment, 2006–2008
• Figure: Japan CRM Applications Market Revenue Results, 2006–2008
• Figure: Japan CRM Applications Market Revenue Share by Vendor, 2007 and 2008
• Figure: Japan Contact Center Market Revenue Share by Vendor, 2007 and 2008
• Figure: Japan Customer Service Market Revenue Share by Vendor, 2007 and 2008
• Figure: Japan Marketing Market Revenue Share by Vendor, 2007 and 2008
• Figure: Japan Sales Market Revenue Share by Vendor, 2007 and 2008
• Figure: Definition of CRM Analytics Applications within Business Analytics Software
• Figure: Japan CRM Analytics Applications Market Revenue Share by Vendor, 2007 and 2008
• Figure: Implementation Rate of CRM Applications by Company Size and Industry
• Figure: Implementation Methods of SFA Solutions
• Figure: Implementation Methods of Marketing Solutions
• Figure: Implementation of Contact Center/Customer Service Solutions
• Figure: Comparison of 2008 and 2009 Spending Sentiment Toward SFA Solutions by Company Size and Industry
• Figure: Comparison of 2008 and 2009 Spending Sentiment Toward Marketing Solutions by Company Size and Industry
• Figure: Comparison of 2008 and 2009 Spending Sentiment Toward Contact Center/Customer Service Solutions by Company Size and Industry
• Figure: Objectives and Effectiveness of Implementing SFA Solutions
• Figure: Objectives and Effectiveness of Implementing Marketing Solutions
• Figure: Objectives and Effectiveness of Implementing Contact Center/Customer Service Solutions
• Figure: Issues Regarding Implementation of SFA Solutions
• Figure: Issues Regarding Implementation of Marketing Solutions Marketing
• Figure: Issues Regarding Implementation of Contact Center/Customer Service Solutions
• Figure: Important Criteria for Selecting CRM Applications
• Figure: Implementation Methods of SFA Solutions in the Future
• Figure: Implementation Methods of Marketing Solutions in the Future
• Figure: Implementation Methods of Contact Center/Customer Service Solutions in the Future
• Figure: Japan CRM Applications Market YoY Growth Forecast, 2006–2013: Comparison of March 2009 and July 2009 Forecasts