Customer Relationship Management - Procurement Best Practices & Sourcing Strategies
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Procurement Market Intelligence Report

Customer Relationship Management – Procurement Best Practices & Sourcing Strategies

Customer Relationship Management Market – Executive Summary, Market Analysis, Procurement Best Practices, Market Monitoring Insights, Billing Rates, SLA’s and KPI’s, Supply Analysis, RFP/RFI Builder, Sustainability Initiatives, COVID-19 Impact

1. Executive Summary
1.1. Global Industry outlook
1.2. Supply & Demand Market Outlook
1.3. Category Strategy
1.4. Category Opportunities & Risks
1.5. Negotiation Leverage
1.6. Talking Points: CRM Software
1.7. Impact of Covid-19
2. Market Analysis
2.1. Global CRM Market Drivers & Constraints, Regional Market Outlook
2.2. Market Innovations
2.3. CRM Customization
3. Procurement Best Practices
3.1. Points to Consider while Choosing a CRM
3.2. Sourcing Models
3.3. SaaS Pricing Models
3.4. Hidden costs
3.5. Cost-Saving Opportunities
4. Market Monitoring Insights
4.1. Cost Structure Analysis
4.2. TCO
5. Billing Rates
5.1. Billing Rates: Methodology
5.2. Factors Influencing CRM Rates
5.3. CRM Billing Rates
6. SLA’s and KPI’s
6.1. Cloud SLA: SaaS CRM
6.2. KPI and SLA Components: SaaS CRM
6.3. Cloud Security Standards: SaaS CRM
7. Supply Analysis
7.1. Supply Market Outlook
7.2. Key Global CRM Suppliers Profile
7.3. SWOT
7.4. Porter’s Five Forces Analysis
8. RFP/RFI Builder
8.1. RFP Questions
9. Sustainability Initiatives
9.1. Salesforce
9.2. Microsoft
9.3. Oracle
9.4. SAP
10. COVID-19 Impact
10.1. RFP Questions

What is the current customer relationship management (CRM) market valuation?


The projected market capitalizations of the industry stand at $42.41 billion in 2021, further implying the substantial growth and potential exhibited.


What are the driving factors behind the growth of the customer relationship management procurement market?


The customer relationship management market is growing due to several factors, such as increasing demand to customize customer experience, the growing importance of data-driven insights, and the wide adoption of digital technology.


Which segments and industries are prominent in the customer relationship management market?


While in the CRM space, the BFSI industry remained on top, but in this case, the Customer Service and Support section was seen to be leading. All these industries need CRM systems as they know CRM is necessary to retain their customer base and enhance operational efficiency.


Customer Relationship Management Procurement Market Size


ELINT Market Research’s customer relationship management market research report indicates that the market has a promising outlook. The customer relationship management market worldwide reached a staggering $42.41 billion in 2021. This number demonstrates the significant global investment in and rising demand for CRM solutions. Thus, the large market size indicates how much businesses are now realizing the importance of CRM in improving customer satisfaction, optimizing workflow, and boosting sales. The increasing market is thus moving towards more and more customer-centric strategies, with cutting-edge technologies integrated to reap the most from customer relationships and interactions.


The statistics reveal in the Elint Market Research’s customer relationship management procurement research report that the customer relationship management market is highly revolutionary. Therefore, the demand for CRM solutions will increase in the coming years. The main demands paradigms will focus on customer engagement and retention by organizations. It also justifies the importance of CRM today while proving it is essential in the short run. Promising innovation and creativity in the customer relationship management market, rendering direction to customer-centric business strategies.


Market Definition


Understanding customers’ needs and behaviors to build lasting relationships and increase profitability is the goal of customer relationship management, which is a multifaceted approach. Technology, people, and processes are needed to integrate to improve customer satisfaction and expedite interactions. CRM primarily gathers and evaluates customer data to customize interactions, foresee needs, and provide customized solutions.


Customer Relationship Management Procurement Market Drivers


  1. Industrial Adoption: The growing industrial adoption of everything concerning manufacturing, BFSI, healthcare, retail, and many agribusinesses that have adapted has incurred benefits from customer relations management in improving their customer services.


  1. Expanded usage of Mobile CRM: When enabled for mobile use, CRM paves the way for the firm to offer sales and support staff real-time customer data securely and instantaneously, leading to more productive and responsive responses.

Customer Relationship Management Procurement Market Challenges


  1. Data Security Barriers: Huge amounts of data are made available, which needs to be managed, along with compliance with changing laws protecting privacy. Loss of customer base and negative reputation for companies are some of the impacts of data breaches.


  1. Integration Complexity: Integrating CRM systems with legacy and current enterprise applications is complex and time-consuming. Ensuring data flow and platform interoperability for many organizations is easy.


Customer Relationship Management Procurement Market Opportunities


  1. Artificial Intelligence-Powered CRM: Chatbots, sentiment analysis, and predictive analytics are features that growing artificial intelligence offers to improve CRM.


  1. Vertical-Specific Solutions: There are a lot of opportunities to customize CRM programs to fit the particular needs of businesses like healthcare, e-commerce, and hospitality.


Customer Relationship Management Procurement Market Segmentation


  1. Deployment Model: As per the deployment model, the customer relationship management procurement market research report segments the market into On-Premises and Cloud-Based CRM.


  1. Organization Size: Based on organization size, the customer relationship management procurement market research report classifies the market into Small and Medium-sized Enterprises (SMEs) and Large Enterprises.


  1. Application: As per application, the customer relationship management procurement intelligence market research report divides the market into Sales Automation, Marketing Automation, Customer Service and Support, and Social Media Management.


  1. Vertical: According to vertical, the customer relationship management procurement market research report segments the market into Retail, Healthcare, BFSI, Manufacturing, and Telecommunications.


Regional Outlook of the Customer Relationship Management Procurement Market


Regional outlooks in the customer relationship management market identify different levels of market maturity and impact investment choices and strategy. Regions with high market maturity, such as the US and Western Europe, see high customer sophistication, massive technology infrastructure, and a well-set CRM system. Businesses in such regions enjoy the option to either customize existing CRM solutions or be able to analyze data that is present for highly personalized customer interaction using technologies that involve automation and artificial intelligence for better engagement and retention strategies.


The medium maturity of market strength would consist of countries like China, Australia, and India, which are observed in this research. In the dynamic customer relationship management market landscape, many changes are occurring concerning consumer preferences, which are digitally penetrating and economically growing phenomena. Here, companies integrate for reaching out to consumers from various regional segments, both traditional and digital touchpoints, suggesting flexible CRM implementations across the different customer management regions and the dynamic marketplace with regional-specific plus cultural eccentricities. CRM investments are shifting toward scalability, flexibility, and agility as these regions rise on the global economic scene to take advantage of new opportunities and navigate changing market environments.


Cost Component in the Customer Relationship Management Procurement Market


The cost component significantly shapes organizational strategies in the dynamic customer relationship management market. The deployment of CRM systems inside an organization’s infrastructure occurs during the implementation phase, which is very important. Another essential feature is customization, which enables companies to fit CRM solutions to their needs and work processes. This customization could include adding particular functionalities, changing the user interfaces, or integrating with other enterprise systems. Furthermore, training is essential for the effective implementation of CRM.


KPIs in the Customer Relationship Management Procurement Market


KPIs are the cornerstone of measuring CRM effectiveness. The uptime guarantee is the most important since it guarantees that CRM systems are always available and functional. Standards for cloud security are equally important, especially in light of the growing popularity of cloud-based CRM applications. Following strict security guidelines protects the confidentiality and integrity of customer data while reducing the risks related to data breaches. Scheduled maintenance tasks are essential to maintain CRM performance over time, minimize system outages, and maximize functionality.


Pricing Outlook in the Customer Relationship Management Procurement Market


An outlook on CRM market pricing reflects a wide array of reasons. Among others, business considerations include various services and options for scalability and extra features from CRM vendors. Worth noting is that the range of pricing schemes to be reflected includes various pay-per-user agreements and tier-based pricing schemes to models supported through subscription licensing. Of importance, too, is the guiding pricing factor, allowing flexibility in pricing that offers business considerations to match expenses to their operational requirements.


Engagement Strategies in the Customer Relationship Management Procurement Market


Engaging strategies include providing proactive communication, personalized support, and value-added services targeted toward changing clientele needs. The intensity of relationships that CRM vendors can hold with their customers in the long term lies in strategies for engaging. Arrangements of that relationship conducive to cooperation, mutual trust, and understanding form the base of CRM deployments and their continued support.


Contract Period in the Customer Relationship Management Procurement Market


In most cases, contracts with customers average between two and three years, thus helping create a robust framework where both parties can collaborate and provide service. Through the stipulated time, a business can exploit CRM solutions much more efficiently. The vendors availed a reliable income source and were required to fuel further innovation and support projects.


Pricing Models in the Customer Relationship Management Procurement Market


Different versions of pricing models exist in the CRM market so that they can cater to every category of business worldwide. Fixed pricing is the model in which pricing is predetermined, which allows the company to pay the prescheduled amount for predesigned services and features, thus making it predictable and straightforward. Meanwhile, time and material pricing models allow possible expenditures based on actual usage regarding changing project requirements or a less defined scope.


Negotiation Factors in the Customer Relationship Management Procurement Market


CRM contracts have different pricing arrangements and conditions that are subject to many negotiation factors. The critical ones include the magnitude of the purchase since larger volumes often lead to more favorable terms and benefits. Organizations also negotiate the annual maintenance cost (AMC), which they try to keep as low as expected without forgoing service delivery excellence. Long-term licensing contracts guarantee stability and the possibility of cost realization for further investment in and collaboration with the envisioned activity.


Leading Players in the Customer Relationship Management Procurement Market


A few top companies have developed their legacy in the customer relationship management market. These include Salesforce, Pegasystems, Microsoft, SAP, Oracle, and Infor. These companies provide solid platforms and leading-edge technologies that help them govern proper interaction with customers, increase customer satisfaction, and boost business growth in a cost-economic way.

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