Crm market in india 2014 sample

CRM Market in India
April 2014

2CRM MARKET IN INDIA 2014.PPT
Executive Summary
Market
Drivers and
Challenges
Trends
Competition
 CRM market in India is valued ~ INR ab bn in 2012 and is estimated to grow at a CAGR of ~ xyz% over 2013-
18e
 Telecom sector stands out as the largest procurer within the CRM market in India
 Company A, B, C and D are the major implemented CRM solutions, followed by Company E and F and others
 Demand for Transparency
 Emergence of Mobile CRM
Drivers
– Improved Customer Relationship and Operational
Improvement
– Global Competence
– Significant Cost Reduction
– Technologically Sound Manpower
Challenges
– Implementation and Operational Cost
– Lack of Awareness of True Benefits
Major Players
Company A Company B Company C
Company D Company E Company F
 Introduction of Social CRM
 Rising Cloud-based CRM Adoption

•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

SAMPLEEconomic Indicators (1/3)
11
12
13
14
15
b2
Q2
a3
c2
d2 b3 a4
Q3
c4
c3
Q4
b4
c1
d1
Q1
a2
b1
a1
INR tn
2010-11 2011-12 2013-142012-13
GDP at Factor Cost: Quarterly
Inflation Rate: Monthly
-2
-1
0
1
2
Aug 2013 - Sep 2013 Sep 2013 - Oct 2013
p
Oct 2013 - Nov 2013
q
s
%
t
r
Jul 2013 - Aug 2013 Nov 2013 - Dec 2013

• Global CRM market reviews:
 On , Company A had acquired X Inc., a leading provider of
cloud-based marketing automation and revenue performance
management software
 On , B bought for INR xxxxx mn, company Q the world’s leading
social media marketing platform
 On , Company A acquired company D, a cloud-based content
marketing provider
• In 2013, edging out Company Y, Company B has taken the
lead in the CRM market
 They remain the only top CRM company that exists solely in
the cloud
CRM Market – Global Overview
CRM market is witnessing steady growth with the increasing
trend of CRM spending worldwide
Market Size and Growth
2016e
f1
2017e
INR bn
2017e
X%
2015e
e1
c1
d1
a1
2014e
b1
2013e
Global CRM Market – Leading Continents Global CRM Market – Major Sectors

In India, on-premise solutions have higher traction than
cloud solutions, unlike developed nations such as US, UK
• Over the years, CRM has evolved from point solution to
360 degree enterprise-wide initiative in India
• CRM implementations in India are mainly focused on
marketing and campaign management
• Cost and installation time varies for different softwares
 Average installation time for a standard software – 1.5 months
 Approximate cost – INR 0.1 mn
• A, B ,C and Dare the major implemented CRM solutions
followed by E ,F and others
Market Overview – India Market Size and Growth - India
0
INR bn
Z%
2018e
f1
2017e
e1
2016e
d1
2015e
c1
2014e
b1
2013e
a1
On-Premise CRM On-Demand CRM
Powerful management
tools
Easy to use and fast to
deploy
Completely customizable Managed by business users
Driven By IT Limited functionality
Difficult to use Isolated CRM

CRM can be broadly categorized
Text
• Text
Text
• Text
Text
• Text
Text
• Text
Types of CRM

Large presence of SMBs in India proves to be highly
beneficial for CRM vendors
• Currently, 50 mn operational SMBs (Small and Medium Businesses) contribute to xyz mn
 Growing economic activities in the country is resulting in the SMBs witnessing an exponential growth
• Indian SMBs are expected to grow at a1%
• Existence of a massive SMB segment in India proves particularly beneficial for CRM vendors in India
 Increased competition in the market is forcing SMBs to adopt CRM solution to maintain their business standards, helping the vendors to
increase sales
CRM Adoption – SMBs (1/3)
Some potential benefits of CRM implementation
Benefits Description
Text
Text
Text
Text
Text
Text
Text
Text

SAMPLE
CRM adoption by SMBs is facilitated by both private players
and…
CRM Adoption – SMBs (2/3)
• Overall IT spend of the SMBs is expected to reach about INR B2 mn
• Increased awareness and interest level of base-level SMBs in technology clearly indicates India's technological progress
~a1 mn b1 mn ~c1mn d1mnTechnology ready
addressable market
Technology ready
addressable market
Text
Text
Text
Addressable
Market SMB
Segments
Retail
Professional Services
Manufacturing Enterprises
Hotels and Restaurants
Education

Drivers and Challenges
Drivers
Improved Customer Relationship and
Operational Improvement
Global Competence
Significant Cost Reduction
Technologically Sound Manpower
Challenges
Implementation and Operational Cost
Lack of Awareness of True Benefits

Enhancement of customer care operations and achievement
of global standards are catalyzing CRM adoption
Improved Customer Relationship and Operational Improvement Impact
• Text
• Text
• Text
• Text
Global Competence Impact
• Text
• Text
• Text
• Text

Trends - Summary
Rising Cloud-based
CRM Adoption
Demand for
Transparency
Introduction of
Social CRM
Emergence of
Mobile CRM
Key
Trend
s

India is becoming a promising market for mobile CRM owing
to…
Emergence of Mobile CRM (1/2)
Increasing mobile
devices boosts
growth in mobile
CRM
• Mobile CRM on smartphone or tablet allows customers to view and update critical customer
information from their CRM database in real-time
• Mobile CRM is expected to witness a greater level of adoption with the growth in smartphones
shipments in India
 Continual decline in the minimum price points of ‘smart’ handheld devices is primarily aiding rise in
Smartphone market penetration
 Smartphone shipments in India is expected to increase by more than three-fold in 2015 from that of 2011
0
Q3 2013
a1
b1
Q3 2012
Units mn
X%
0
Units mn
d1
2015e
Y%
2014e
c1
Smartphone Shipment In India q-o-q basis Smartphone Shipment In India y-o-y basis

SAMPLE
Social CRM Global Market Share (2013)
I%
P%
N%
L%
E%
K%
A%
B%
F%G%
H%
M%
C%
D%
J%
e
d
c k
j
i
o
h
g
f
b
a
n
m
l
• Social CRM includes many platforms namely: Facebook , Twitter, linkedin , Youtube , Message Board and Blogs
• Facebook and Twitter are two major platforms followed by Youtube and Linkedin
• As social media’s importance is rising, firms are adopting ways to promote their CRM strategies through social
and digital platforms
• With customers voicing grievances on the Web even before approaching a company, firms are in a way compelled
to embrace social CRM

SAMPLEA Vs B (Indian Market Overwiew)
0
INR bn
2014e
b2
b1
2013e
a2
a1
A
B
• A and B are the two major segments of the X
service market in India
• Due to an increase in the overall IT based
expenditure in India the estimated spending on X
services in India over the next five years is expected
to be ~ INR a1 bn
• Out of this total spending, A will occupy ~ x%
• Out of all the X services in India, A represents the
most mature section today, as a result of which
more firms are inclined towards its adoption
• Despite the introduction of other services in the
market, A continues to be at the top followed by B
• The Indian market has been growing at a steady
pace over the past few years and will continue this
trend during the coming years

SAMPLE
Although CRM is being adopted by numerous verticals, the
opportunities in all sectors are growing even more
C • Text
Scope of CRM in Key Sectors
A • Text
F • Text
D • Text
Information
Technology
Healthcare • Text • TextEB

Case Study 1
Case: ABC saves time, increases revenues using xyz
SolutionRequirements Benefit
• Text • Text• Text
Technology Used
Xyz software
Client Organization IT Vendor
ABC y
Industry
x

SAMPLEPorter’s Five Forces Analysis
TEXT TEXT
TEXT
Impact
High
Impact
Medium
Impact
High
TEXT
Impact
Low
TEXT
Impact
Low to Medium

Competitive Benchmarking (1/3)
SAMPLEKey Ratios of 3 Major Private Companies – Operational Basis (FY 2013) (1/3)
-100
-50
0
50
%
S Ltd
c1 c2
P LtdC Ltd
b2b1
a2a1
Operating Margin Net Margin
• C ltd has recorded operating margin of a1%, higher than S ltd and Pltd which has operating margin of b1% and c1%
respectively in 2013
• C ltd has also recorded net margin of a2%, higher than than S ltd and Pltd which has operating margin of b2% and c2%
respectively in 2013

0
20
40
60
%
P Ltd
c2
c1
S Ltd
b2b1
C Ltd
a2
a1
Return on Capital EmployedReturn on Equity
0
5
10
15
P Ltd
z1
S Ltd
y1
C ltd
x1
Current Ratio
• P ltd has recorded return on equity (ROE) of c1%, while C ltd and S ltd have recorded ROE of a1% and b1% respectively
in 2013 implying P ltd is generating higher profit with the money shareholders have invested than others
• P ltd has recorded return on capital employed (ROCE) of c2%, higher than both C ltd and S ltd which have recorded
ROCE of a2% and b2% respectively
• C ltd has recorded current ratio of x1 higher than that of S ltd and P ltd which recorded current ratio of y1 and z1
respectively implying C ltd is in a better position to pay for its short term debts

0.0
0.5
1.0
1.5
2.0
P Ltd
z1
S Ltd
y1
C Ltd
x1
Asset Turnover Ratio
• P ltd has recorded debtors turnover higher than C ltd and S ltd implying that P ltd is doing better as they are collecting
money from their debtors in a faster pace
• P ltd has recorded asset turnover ratio of z1 higher than C ltd and S ltd implying that P ltd is more efficiently using its
assets in generating sales revenue
0
50
100
150
200
P Ltd
c3
c2
c1
S Ltd
b3b2b1
C Ltd
a3a2a1
Debtors Turnover Ratio
201320122011

SAMPLE
Key People
Products and Services
Company Information Offices and Centres – India
Corporate Address
Tel No.
Fax No.
Website
Year of Incorporation
Ticker Symbol
Stock Exchange
Public: Foreign Company – A Ltd. (1/4)
Head OfficePune
Name Designation
Person President and CEO
Person CFO
Person
Head of South West Asia Region and
Regional Vice President
Person Division President India
Category Products/Services
Products

23
Financial Snapshot Key Ratios
Financial Summary
• The company earned a net profit of INR ‘d2’ bn in FY 20--, as compared to
net profit of INR ‘c2’ bn in FY 20--
• The company reported total income of INR ‘d1’ bn in FY 20--, registering an
increase of ‘p’% over FY 20--
• It earned an operating margin of ‘x.x’ per cent in FY 20--, an increase of ‘y.y’
percentage points over FY 20--
• The company reported debt to equity ratio of ‘w.w’ in FY 20--, an increase
of ‘z.z’ per cent over FY 20--
Key Financial Performance Indicators
Indicators Value (dd/mm/yyyy)
Market Capitalization (INR mn)
Total Enterprise Value (INR mn)
EPS (INR)
PE Ratio (Absolute)
Particulars
y-o-y change
(20-- – -- )
20-- 20-- 20-- 20--
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
Cost Ratios
Operating costs (% of Sales)
Administration costs (% of
Sales)
Interest costs (% of Sales)
Liquidity Ratios
Current Ratio
Cash Ratio
Leverage Ratios
Debt to Equity Ratio
Debt to Capital Ratio
Interest Coverage Ratio
Efficiency Ratios
Fixed Asset Turnover
Asset Turnover
Current Asset Turnover
Working Capital Turnover
Capital Employed Turnover
Improved Decline
Net Profit/LossTotal Income
0
2000
4000
6000
8000
0
50
100
150
200
INR mnINR mn
2013
d2
d1
2012
c2
c1
2011
b2
b1
2010
a2
a1
CRM MARKET IN INDIA 2014.PPT

SAMPLEKey Business Segments Key Geographic Segments
Business Highlights
Description News
Overview
• Company A Ltd. is a provider of software and services for communications, media and entertainment
industry service providers
• Company with its CRM solution for the telecom sector made significant impact in the Indian market
• It offers customer care, billing and order management systems for telecom, Internet services providers
Launch
• On , A ltd had announced the designing of a new complete cloud system
• On , A ltd had introduced a new Wi-Fi Experience solution
100%
50%
0%
2013
100%
Product
0%
d1
2012
c3
c2
c1
2011
b3
b2
b1
2010
a3
a2
a1
2013
d3
d2
Region 2
Region 3
Region 1

SAMPLEPrivate: Foreign Company – A Ltd. – SWOT Analysis (4/4)
Text Text
TextText
TO
WS

SAMPLEPrivate: Foreign Company – B Pvt. Ltd. (1/5)
Key People
Products and Services
Company Information Offices and Centres – India
Category Products/Services
Solutions
Name Designation
Person Executive Chairman and President
Person Chief Executive Officer
Person Chief Restructuring Officer and Director
Person
Chief Financial Officer and Chief
Accounting Officer of CDC Corporation
Corporate Address
Tel No.
Fax No.
Website
Year of Incorporation
Head Office
Bangalore

SAMPLEPrivate: Foreign Company – B Pvt. Ltd. (2/5)
Shareholders of the Company dd/mm/yyyy Ownership Structure
Name No. of Shares held
Shareholder 1
a
Shareholder 2 b
Total xxxx
100.0%100.0%100.0%
2012 20132011
Segment

SAMPLE
Particulars
y-o-y change
(2013-12)
2013 2012 2011 2010
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
Cost Ratios
Operating costs (% of Sales)
Administration costs (% of
Sales)
Interest costs (% of Sales)
Liquidity Ratios
Current Ratio
Cash Ratio
Leverage Ratios
Debt to Equity Ratio
Debt to Capital Ratio
Interest Coverage Ratio
Efficiency Ratios
Fixed Asset Turnover
Asset Turnover
Current Asset Turnover
Working Capital Turnover
Capital Employed Turnover
Private: Foreign Company – B Pvt. Ltd. (3/5)
Financial Snapshot Key Ratios
Financial Summary
• The company earned a net profit of INR d2 mn in FY 20--, as
compared to net profit of INR c2 in FY 20--
• The company reported total income of INR d1 mn in FY 20--,
registering a decrease of x% over FY 20--
• The company earned an operating margin of y% in FY 20--,
registering an increase of “m” percentage points over FY 20--
• The company reported a current ratio of z% in FY 20--,
registering an increase of “q%” over FY 20--
Improved Decline
0
INR mnINR mn
2013
d2
d1
2012
c2
c1
2011
b2
b1
2010
a2
a1
Net Profit/Loss
Total Income

Business Highlights
Private: Foreign Company – B Pvt. Ltd.
(4/5)
Description News
Overview
•B Pvt. Ltd. is a subsidiary of The B Group plc, a leading international supplier of business management
software solutions and related products and services for small to mid-sized businesses
•B software is the third biggest application vendor in the world with x mn customers worldwide
•Its CRM products, A CRM, B CRM C and D are targeted at Indian SMBs
•Its value added reseller (VAR) network is significant in India, offering customers local, on-spot support for
the on-demand and on-premise CRM solutions
Industries Catered
•B Software has over 1000 customers in India for its CRM, ERP, Payroll and HRMS products across
industries such as, xyz, pqr, abc,

Private: Foreign Company – B Ltd. – SWOT Analysis (5/5)
Text Text
TextText
TO
WS

SAMPLE
Increase
Affordability and
Flexibility of
CRM Solutions
Strategy Adoption Area
Offer Multi-Platform
Social and Mobile
CRM Solution
Regional Growth
Introduce Loyalty
Programs and
Increase Benefit
Awareness
Strategic Recommendations (1/2)
• TEXT
• TEXT
• TEXT
• Provide affordable and flexible CRM solutions
• Integrate Social and Mobile CRM functionality into a single CRM solution
• Introduce loyalty programs for CRM solutions
• Increase awareness regarding CRM benefits among consumers

Thank you for the attention
About Netscribes, Inc.
Netscribes, Inc. is a knowledge-consulting and solutions firm with clientele across the globe. The company’s expertise spans areas of
investment & business research, business & corporate intelligence, content-management services, and knowledge-software services. At its
core lies a true value proposition that draws upon a vast knowledge base. Netscribes, Inc. is a one-stop shop designed to fulfil clients’
profitability and growth objectives.
CRM Market – India report is part of Netscribes’ Technology Series.
For any queries or customized research requirements, contact us at:
Disclaimer: This report is published for general information only. Although high standards have been used in the preparation, “Netscribes” is
not responsible for any loss or damage arising from use of this document. This document is the sole property of Netscribes and prior
permission is required for guidelines on reproduction.
Phone: +91 22 4098 7600
E-Mail: info@netscribes.com

Crm market in india 2014 sample

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