Market Research Report : CRM market in india 2013

CRM Market IndiaCRM Market ‐ India
May 2013

Executive Summary
Market
 CRM market in India is valued at around INR xx bn in 2012 and is estimated to grow at a CAGR of around xx%
between 20‐‐ to 20‐‐
 xx stands out as the largest procurer in the CRM market in India
 xx are the major implemented CRM solutions followed by xx etc
Drivers
– Improved Customer Relationship & Operational
Challenges
– Implementation & Operational Cost
Drivers &
Challenges
p p p
Improvement
– Global Competence
– Significant Cost Reduction
– Technologically Sound Manpower
p p
– Lack of Awareness of True Benefits
Trends
 Demand for Transparency
 Emergence of Mobile CRM
 Introduction of Social CRM
 Rising Cloud based CRM Adoption
Competition
Major Players
Company A Company B Company C
2
Company D Company E Company F
CRM MARKET IN INDIA 2013.PPT

•Macroeconomic Indicators
•Introduction
•Market Overview
•Types, Modules & Features
CRM U i SMB•CRM Use in SMBs
•CRM Selection Criteria
•Drivers and Challenges•Drivers and Challenges
•Key Trends
•Scope of CRM in Key Sectorsp y
•Competitive Landscape
•Strategic Recommendations
3CRM MARKET IN INDIA 2013.PPT
•Appendix

SAMPLE Economic Indicators (1/3)
INR tn
15
13.9514.12
GDP at Factor Cost: Quarterly
14
13
12
11
13.24
12.13
13.40
12.62
11.66
13.06
12.29
11.52
10.70
13.16
12.39
11.47
10.58
10
Q4Q3Q2Q1
2012‐132011‐122010‐112009‐10
Inflation Rate: Monthlyy
0.900.91
0 8
1.0
%
0.450.460.46
0.2
0.4
0.6
0.8
4
0.0
Feb 2013 ‐ Mar 2013Jan 2013 ‐ Feb 2013Dec 2012 ‐ Jan 2013Nov 2012 ‐ Dec 2012Oct 2012 ‐ Nov 2012

CRM market is witnessing a steady growth with the
increasing trend of CRM spending worldwide
• xx
CRM Market – Overview ‐ Global Market Size and Growth
1 000
INR bn
xx% a6
a5
200
400
600
800
1,000 a5
a4
a3a2a1
0
200
20‐‐e20‐‐e20‐‐e20‐‐e20‐‐e20‐‐
Global CRM Market ‐ Leading Continents Global CRM Market ‐ Leading Sectors

Major Global CRM Vendors
Major Global CRM Vendors ‐ Market Share
19% 17% 14%
11%
13%
24%
2% 3% 7%
16%
40%
2%2%
3%
3%4%
6%
11%
2%
3%
4%4%
7%
OthersVendor 6Vendor 1
2%
3%
Vendor 7Vendor 1
Vendor 10
Vendor 9
Vendor 8
Vendor 7
Vendor 5
Vendor 4
Vendor 3
Vendor 2
Others
Vendor 10
Vendor 9
Vendor 8
Vendor 5
Vendor 4
Vendor 3
Vendor 2
6
Vendor 6

In India, on‐premise solutions have higher traction than
cloud solutions unlike developed nations such as US, UK
• xx
Market Overview – India Market Size & Growth ‐ India
15
INR bn
+19.8% a6
5
10
15
a5
a4
a3
a2
a1
0
20‐‐e20‐‐e20‐‐e20‐‐e20‐‐e20‐‐
On‐Premise CRM On‐Demand CRM
Powerful management
tools
Easy to use and fast to
deploy• xx
Completely customizable Managed by business users
Driven By IT Limited functionality
Difficult to use Isolated CRM

CRM adoption by SMBs is facilitated by both private players
and…
CRM Adoption – SMBs (2/3)
• xx
~xx mn xx mn ~xx mn xx mnTechnology ready
addressable market
Technology ready
addressable marketaddressable market addressable market
xxSMBs in India currently have Web sites
xxSMBs have Internet access
Addressable
Market SMB
Segments
xx
xx
xx
xxSMBs using personal computers
Segments
xx
xx

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

SAMPLE Trends ‐ Summary
Rising Cloud based
CRM Adoption
Demand for
Transparencyp p y
Key
Trend
Introduction of
Social CRM
Emergence of
Mobile CRM
s

India is becoming a promising market for mobile CRM owing
to…
Emergence of Mobile CRM (1/2)
• Finding 1
• Finding 2
xx
g
• Sub finding 1
• Sub finding 2
• Sub finding 3
30
Mn Units
xx%
a5
4
Smartphone ‐ Market Size (Shipment)
10
20
a4
a3
a2
a1
11
0
20‐‐e20‐‐e20‐‐e20‐‐20‐‐

Cloud Computing is catching up with the on‐premise ICT
solutions, …
Rising Cloud based CRM Adoption (1/2)
• Finding 1
 Sub finding 1
xx Sub finding 2
• Finding 2
• Finding 3
• Finding 4
 Sub finding 3
IaaS
a4%
Market Split – 20‐‐
INR bn
Overall Cloud Computing Market ‐ India
Cloud
Computing
a1%a3%
a2%
50
100
150
200
b1
52.1% b4
b3
b2
12
PaaSSaaS SaaS
IaaS Others
PaaS 0
20‐‐e20‐‐e20‐‐e20‐‐

Major CRM Users ‐ India (1/2)
Key Sectors Users
Sector A
Sector B
Sector C

Case Study 1
Client Organization IT Vendor
xx Smart CRM
Industry
xx
Case: xx
SolutionRequirements Benefit
• xx • xx• xx
Technology Used
14
Technology Used
xx

SAMPLE Porter’s Five Forces Analysis
Threat of New Entrants
• xx
Impact
Medium
Impact
HighImpact
Hi h
Impact
Low
Competitive Rivalry
• xx
Bargaining Power of Buyers
• xx
High
Bargaining Power of Suppliers
• xx
Impact
Threat of Substitutes
• xx
Low to Medium

Competitive Benchmarking (1/3)
Key Ratios of 3 Major Private Companies – Operational Basis (FY 2012) (1/3)
20 a1
% Net MarginOperating Margin
‐20
0
20 b1
a1
b3a3
‐40
Company CCompany B
b1a2
Company A
• xx

Public: Foreign Company – Company A (1/4)
Company Information Offices and Centres – India
Corporate Address xx
Tel No. xx
Fax No. xx
Website xx
Year of Incorporation xx
Products and Services
Ticker Symbol xx
Stock Exchange xx
Head OfficePune
Key People
Name Designation
Category Products/Services
xx xx
Name Designation
17
Note: The list of products and services is not exhaustive

i i l S h K i
Public: Foreign Company – Company A (2/4)
Financial Snapshot Key Ratios
Particulars
y‐o‐y change
(2012‐11)
2012 2011 2010 2009
Profitability Ratios
Operating Margin 0.87 13.57% 12.70% 13.72% 13.47%
Net Profit/LossTotal Income
172,405.7
156,250.3
134,680.1138,612.8
150 000
200,000 30000
INR mnINR mn
Net Margin 1.11 12.00% 10.89% 11.49% 11.32%
Profit Before Tax Margin 1.11 13.54% 12.43% 12.88% 12.71%
Return on Equity 1.44 12.90% 11.47% 10.65% 10.15%
Return on Capital Employed 1.21 12.36% 11.15% 10.81% 10.44%
Return on Working Capital 3.59 45.36% 41.77% 33.43% 30.76%
Return on Assets 0.80 9.53% 8.72% 8.51% 8.97%
134,680.1
0
50,000
100,000
150,000
0
10000
20000
20‐‐20‐‐20‐‐20‐‐
Financial Summary
• The company earned a net profit of INR 20,687.9 mn in FY
2012, as compared to net profit of INR 17,012.6 mn in FY 2011
• The company reported total income of INR 172,405.7 mn in FY
Return on Fixed Assets 2.73 159.22% 156.49% 158.91% 138.78%
Cost Ratios
Operating costs (% of Sales) ‐0.90 86.37% 87.28% 86.25% 86.44%
Administration costs (% of
Sales)
0.19 13.08% 12.89% 12.52% 12.03%
Interest costs (% of Sales) 0.01 0.10% 0.09% 0.11% 0.27%
2012, registering an increase of 10.3% over FY 2011
• The company earned an operating margin of 13.6% in FY 2012,
an increase of 0.87 percentage points over FY 2011
• The company reported debt to equity ratio of 0.07 in FY 2012,
a decrease of 20.3 per cent over FY 2011
Interest costs (% of Sales) % % % %
Liquidity Ratios
Current Ratio ‐2.14% 1.92 1.96 2.20 3.07
Cash Ratio ‐9.57% 1.05 1.16 1.40 1.92
Leverage Ratios
Debt to Equity Ratio ‐20.32% 0.07 0.08 0.06 0.00
b i l i
a decrease of 20.3 per cent over FY 2011
Key Financial Performance Indicators
Indicators Value (16/05/2013)
Market Capitalization (INR mn) xx
Total Enterprise Value (INR mn) xx
Debt to Capital Ratio ‐19.05% 0.06 0.08 0.06 0.00
Interest Coverage Ratio ‐0.68% 139.39 140.34 130.94 49.34
Efficiency Ratios
Fixed Asset Turnover ‐4.99% 11.68 12.30 11.55 10.24
Asset Turnover 1.99% 0.70 0.69 0.62 0.66
Current Asset Turnover ‐0.91% 1.59 1.61 1.33 1.53
18
EPS (INR) ‐ 20/05/2013 xx
PE Ratio (Absolute) ‐ 20/05/2013 xx
Working Capital Turnover 1.40% 3.33 3.28 2.43 2.27
Capital Employed Turnover 3.46% 1.00 0.97 0.87 0.89
Improved DeclineNote: Financials of the parent company (Amdocs Ltd. NYSE:DOX) has been provided

SAMPLE Public: Foreign Company – Company A (3/4)
Key Business Segments Key Geographic Segments
100%
Segment A
100%
Segment C
Segment B
Segment A
Segment D
0%
50%
100%
100%
0%
50%
100%
a1%
b2%a2%
b3%
a3%
a4%
d1%
c2%
c3%
d2%
b1%
d3%
c1%
Segment A has been the
only revenue generating
segment for Amdocs during
2009‐12
Business Highlights
0%
20‐‐
0%
20‐‐ 20‐‐20‐‐ 20‐‐
Description News
Overview • xx
Launch • xx

Private: Foreign Company – Company A – SWOT Analysis
(4/4)
• xx • xx
WS
TO
• xx• xx

Major Private Companies ‐ Summary
3,000
3,500
Net Profit/Loss
Size of the Bubble represents Total Assets in
INR mn
2,000
2,500
t1
1,000
1,500
t2
0
500
t3
t5
t4
‐500
0 5,000 10,000 15,000 20,000
Total income
Company ECompany CCompany A
21
Note: All figures are in INR mn and are based on the latest financials available
Company E
Company D
Company C
Company B
Company A

Strategic Recommendations (1/2)
Strategy Adoption Area
• xxxx • xx
xx • xx
Regional GrowthxxRegional Growthxx • xx
22
• xx

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Market Research Report : CRM market in india 2013

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Market Research Report : CRM market in india 2013