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Table of Contents
Slide 1: Executive Summary
Macro Economic Indicators
Slide 2: GDP at Factor Cost: Quarterly (2010-11, 2011-12, 2012-13, 2013-14), Inflation Rate: Monthly (July 2013 – Dec 2013)
Slide 3: Gross Fiscal Deficit: Monthly (Feb 2013 – Jul 2013), Exchange Rate: Half Yearly (Aug 2013 – Jan 2014)
Slide 4: Lending Rate: Annual (2008-09 – 2011-12), Trade Balance: Annual (2009-10 – 2012-13), FDI: Annual (2009-10 – 2012-13)
Introduction
Slide 5: Introduction
Slide 6: Basic CRM Framework
Slide 7: CRM Adoption Process
Market Overview
Slide 8: CRM Market Global – Overview, Market Size & Growth (2013e, 2014e, 2015e, 2016e, 2017e, 2018e), Global CRM Market - Leading Continents, Global CRM Market - Leading Sectors
Slide 9: Revenue from CRM Submarket – Global Scenario (2009-16e)
Slide 10: CRM Market India – Overview, Market Size & Growth (2013e, 2014e, 2015e, 2016e, 2017e, 2018e)
Slide 11: Leading CRM Systems in India
Types, Modules & Features
Slide 12: Types of CRM
Slide 13: CRM System Integrators and CRM Independent Software Vendors
Slide 14: CRM Modules
Slide 15-16: Features of an Ideal CRM
CRM Use in SMBs
Slide 17-19: CRM Adoption – SMBs
CRM Selection Criteria
Slide 20-21: CRM Selection Criteria
Drivers & Challenges
Slide 22: Drivers & Challenges – Summary
Slide 23-24: Drivers
Slide 25: Challenges
Key Trends
Slide 26: Summary
Slide 27-35: Trends
Scope of CRM in Key Sectors
Slide 36: Scope of CRM in Key Sectors
Slide 37-38: Major CRM Users - India
Slide 39-45: Case Studies
Competitive Landscape
Slide 46: Porter’s Five Forces Analysis
Slide 47-49: Competitive Benchmarking
Slide 50-53: Major Public Players
Slide 54-108: Major Private Players
Strategic Recommendations
Slide 109-110: Strategic Recommendations
Appendix
Slide 111: Appendix
Slide 112: Sources of Information
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