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MP93353

MAPS CUSTOMER RELATIONSHIPS : FEBRUARY 2003

Overview

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This report covers: customer relationships

Companies covered include: Manugistics, Ariba, WebMethods, Baan, Partner Relationship Management, Enterprise Application Integration, BEA Systems, Tibco, SeeBeyond, Mercator, WRQ, Data Mining, Data Warehousing, digiMine, SAS, SPSS, Siebel Systems, Peoplesoft Inc, Oracle Corporation, E.Piphany Inc, Epicor Software, Chordiant Software, Salesforce.Com.Inc., Vantagepoint Management Consulting,

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Table of Contents
Executive Summary
Back to Financial Index

TABLE OF CONTENTS

1	1. Introduction 7
2	CRM OVERVIEW 7
3	DEFINITION 7
4	REPORT OBJECTIVES 7
5	PROBLEMS ENCOUNTERED 8
6	RESEARCH 8
7	2. Strategic Overview 9
8	DEVELOPMENTS IN CRM APPLICATIONS 9
9	MARKET DYNAMICS 10
10	Table 1: Global Revenues of the Top Four CRM Vendors ($m), 2001 and 2002 11
11	European Market 11
12	Table 2: European Revenues of the Top Four CRM Vendors ($m), 2001 and 2002 12
13	Table 3: Enterprise Resource Planning Applications Vendors' European Market Shares ( percent), 2001 13
14	Figure 1: Enterprise Resource Planning Applications Vendors' European Market Shares ( percent), 2001 14
15	Market Trends 14
16	MARKET SECTORS 15
17	Supply Chain Management 15
18	Leading Players 15
19	i2 15
20	Manugistics 15
21	Ariba 15
22	WebMethods 15
23	Baan 16
24	Partner Relationship Management 16
25	Enterprise Application Integration 16
26	Leading Players 17
27	BEA Systems 17
28	Tibco 17
29	SeeBeyond 18
30	Mercator 18
31	WRQ 18
32	Data Mining 19
33	Data Warehousing 20
34	Leading Data Mining and Data Analysis Solutions Players 21
35	digiMine 21
36	SAS 21
37	Business Objects 22
38	SPSS 22
39	Business Intelligence/Analytics 23
40	SALES, MARKETING AND DISTRIBUTION 23
41	THE CONSUMER 24
42	Direct Line Case History 24
43	University of Western Ontario Case History 25
44	Market Forecasts 27
45	Table 4: The Forecast Worldwide Market for CRM Applications ($bn), 2002-2007 27
46	Figure 2: The Forecast Worldwide Market for CRM Applications ($bn), 2002-2007 28
47	3. Sector Analysis 29
48	MID-MARKET CRM APPLICATION VENDORS 29
49	Background 29
50	Market Size 29
51	Table 5: Vendor Revenues in the Mid-Market CRM Applications Sector ($m), 2000, 2002 and Third Quarter 2001 and 2002 30
52	Distribution/Marketing/Advertising 30
53	MANAGEMENT CONSULTANCY 30
54	Background 30
55	Market Size 31
56	Table 6: The European Management Consultancy Market by Revenue (ebn and percent), 1998-2002 31
57	Table 7: European Management Consultancy Market by Country by Turnover (ebn and percent), 2001 32
58	Customer Profile 33
59	Table 8: Use of Management Consultancy in the UK by Sector ( percent), 2001 33
60	CRM IN LOCAL GOVERNMENT 34
61	Background 34
62	Supplier Opportunities 34
63	Strategy 36
64	Service Measurement 37
65	4. An International Perspective 39
66	THE GLOBAL MARKET 39
67	MARKET DEVELOPMENTS IN ASIA PACIFIC 39
68	THE CALL CENTRE MARKET IN INDIA 39
69	JAPAN AND CHINA 41
70	5. PEST Analysis 42
71	POLITICAL FACTORS 42
72	Economic Factors 42
73	Social Factors 43
74	TEchnological Factors 45
75	6. Consumer Dynamics 46
76	CONSUMER RESEARCH 46
77	Am I Getting Through? (Table 9) 47
78	I Want it - and I Want it NOW! (Table 10) 47
79	Table 9: Making Contact ( percent of respondents), 2002 48
80	Table 10: Making Contact by Telephone ( percent of respondents), 2002 50
81	I'll Do it My Way (Table 11) 52
82	Crossing the Channel (Table 12) 52
83	Table 11: Channel Preferences ( percent of respondents), 2002 53
84	Table 12: Channel Preferences for Obtaining Goods and Services ( percent of respondents), 2002 55
85	It's Getting Better all the Time — or is it? (Table 13) 57
86	Local Authority Going Loco (Table 14) 57
87	Table 13: Better Service ( percent of respondents), 2002 58
88	Table 14: Perception of Service in Local Authority ( percent of respondents), 2002 60
89	They Love Me, They Love Me Not (Table 15) 62
90	Table 15: Perception of CRM Efforts ( percent of respondents), 2002 63
91	7. Supplier Profiles 65
92	SIEBEL SYSTEMS INCORPORATED 65
93	Corporate Strategy 65
94	Products 65
95	New Product Development 65
96	Advertising 66
97	Distribution 66
98	Profitability 66
99	SAP AG 66
100	Corporate Strategy 66
101	Products 67
102	New Product Development 67
103	Advertising 67
104	Distribution 67
105	Profitability 68
106	PEOPLESOFT INC. 68
107	Corporate Strategy 68
108	Products 68
109	New Product Development 68
110	Advertising 68
111	Distribution 69
112	Profitability 69
113	ORACLE CORPORATION 69
114	Corporate Strategy 69
115	Products 69
116	New Product Development 69
117	Advertising 70
118	Distribution 70
119	Profitability 70
120	E.PIPHANY INCORPORATED 70
121	Corporate Strategy 70
122	Products 70
123	New Product Development 70
124	Advertising 71
125	Distribution 71
126	Profitability 71
127	EPICOR SOFTWARE CORPORATION 71
128	Corporate Strategy 71
129	Products 72
130	Customer Relationship Management 72
131	Services and Distribution 72
132	Manufacturing 72
133	Supply Chain 72
134	New Product Development 72
135	Advertising 72
136	Distribution 72
137	Profitability 73
138	CHORDIANT SOFTWARE INC. 73
139	Corporate Strategy 73
140	Products 73
141	New Product Development 73
142	Advertising 73
143	Distribution 74
144	Profitability 74
145	SALESFORCE.COM INC. 74
146	Corporate Strategy 74
147	Products 74
148	New Product Development 75
149	Advertising 75
150	Distribution 75
151	Profitability 75
152	BEA SYSTEMS INCORPORATED 75
153	Corporate Strategy 75
154	Products 76
155	New Product Development 76
156	Advertising 76
157	Distribution 76
158	Profitability 76
159	VANTAGEPOINT MANAGEMENT CONSULTING 77
160	Corporate Strategy 77
161	Services 77
162	Distribution 77
163	Profitability 77
164	8. The Future 78
165	FORECAST 78
166	MARKET SHARE 78
167	PRODUCT DEVELOPMENT 79
168	PRICING 79
169	TECHNOLOGY 80
170	10. Further Sources 81
171	Associations 81
172	Publications 81
173	General Sources 82
174	Bonnier Information Sources 83
175	Government and Official Sources 84
176	Other Sources 84
177	CRM Websites 86
178	Other Websites 86

EXECUTIVE SUMMARY

The customer relationship management (CRM) market has matured to the extent that the vendors operating in the market in 2002 were still strong, despite the economic downturn that really started to bite in 2001. Even though revenues are down, the major companies are responding to market conditions in a very positive way by rationalising their own businesses and making cost savings while adapting to fresh demands from their customers.

Nevertheless, there are still opportunities for CRM vendors in specific markets, especially in the public sector and in the small to medium-sized enterprises (SMEs), typically organisations with a turnover of less than $1bn.

For developers, the next few years promise to be exciting as they work to meet new challenges in the integration of applications across operating platforms, either server- or Web-based.

Opportunities exist for management consultancies operating in this space, but with the accountancy scandals of 2001 and 2002, several of the largest consultancies have either rebranded or been bought out.

The biggest challenges lie in the public sector, in the UK, Europe and the US. The UK especially has an important deadline — the e-Government — to aim for. This seeks to make all government services available online, and to improve services to customers, whichever communications channel they choose.

Local authorities (LAs) are responding positively, despite both the very different services they manage, and the varying, and in many cases antiquated, software and hardware platforms with which they have to work.

However, with careful management and good advice, LAs should be able to learn the lessons of successfully implementing CRM from the private sector.

Finally, changes are likely to be seen in the way vendors price their services. In a buyers' market, prospective clients should be sharpening their negotiating skills. Those with a very clear and well-thought-out information communications technology (ICT) strategy should be able to avoid making the same costly mistakes that early CRM adopters made.

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Last updated by Amanda Porteous 2003