2014-01-28 10:23:01 - Global Telecom CRM Market 2012-2016 - a new market research report on companiesandmarkets.com
The Global Telecom Customer Relationship Management (CRM) market is to grow at a CAGR of 5.58 percent over the period 2012-2016. One of the key factors contributing to this market growth is the increasing demand from small and medium-sized enterprises in the Telecom sector. The Global Telecom CRM market has also been witnessing an increasing demand for customized telecom CRM solutions. However, the presence of complex tools and workflows in CRM software could pose a challenge to the growth of this market.
There is a growing demand for customized telecom CRM solutions among telecom operators. The reason for this increasing demand is the need to integrate CRM solutions with the business process. A customized telecom CRM solution offers many benefits as
it is developed according to the specific needs of an individual telecom operator. Also, it offers ease of integration with the existing IT infrastructure. Commercial CRM software offers several features that are not required by customers, however, customized CRM solutions features the necessary requirements and facilitate the reduction of the software cost significantly. Hence, the telecom operators are adopting customized telecom CRM solutions. Thus, the increasing demand for customized CRM solutions is an emerging trend that will boost the growth of the Global Telecom CRM market.
One of the major drivers in the market is the increasing demand from SMEs in the Telecom sector. CRM software for SMEs is a contemporary way to increase revenue, improve customer service, and satisfaction, and to reduce the cost of acquiring customers. With these significant benefits associated with it, an increasing number of SMEs are adopting CRM software.
One of such challenge is the complexity involved in tools and workflows of telecom CRM software. Recently, CRM software has been developed to include deal tracking, territories, opportunities, and sales pipeline. This increase in the scope of CRM software has led to an increase in the complexity of tools and workflows.
The key vendors dominating this space include Amdocs Systems Inc., Avaya Inc., Infor Global Solutions, Microsoft Corp., Oracle Corp., Salesforce.com Inc., and SAP AG. The other vendors mentioned are Convergys Corp. and Huawei Investment and Holding Co.
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