Report: Japan CRM Solutions 2008-2012 Forecast and 2007 Analysis (IDC06191) from ReportBuyer.com

Product Code	IDC06191
Publication Date	January 2009
Publisher	IDC
Product Type	Report
Pages	95

This study, which is a translation of the Japanese report IDC #<A href=

"/getdoc.jsp?containerId=J8390105">J8390105</A>, analyzes the 2007 investment performance of the Japan solutions market as well as provides forecasts from 2008 to 2012. In 2007, the single deployment of customer relationship management (CRM) functions, such as sales force automation (SFA) and marketing, expanded. Moreover, the deployment of software as a service (SaaS)-CRM is making good progress. Customers' needs in terms of products and services diversify each year. Upon the basic approach of systemized vertical-divisional functions, such as SFA, marketing, customer service, and contact center, flexible approaches to the customers' changing requests are becoming difficult.

"There are three points that need to be conducted by solution vendors, such as marketing functional enhancement, skilled-up technologies, and continuous system improvement support," says Rinako Suzuki, research analyst, Software, IDC Japan.

IDC Opinion
In This Study
- Methodology
  - Market Size/Share
  - Market Forecast
- Executive Summary
Situation Overview
- Japan Customer Relationship Management Solutions Market by Segment
- Table: Japan Customer Relationship Management Solutions Investment Value by Segment, 2005-2007
- Figure: Japan Customer Relationship Management Solutions Investment Value by Segment, 2005-2007
- Japan Customer Relationship Management Solutions Market by Industry
- Table: Japan Customer Relationship Management Solutions Investment Value by Industry, 2005-2007
- Figure: Japan Customer Relationship Management Solutions Investment Value by Industry, 2005-2007
- Japan Customer Relationship Management Application Software Market Trends
  - Japan Customer Relationship Management Software Market Revenue Shares by Function
  - Table: Japan Customer Relationship Management Software Market Revenue Shares by Function, 2006 and 2007
  - Figure: Japan Customer Relationship Management Software Market Revenue Shares by Function, 2006 and 2007
  - Japan Customer Relationship Management Software Market Revenue Shares by Vendor
  - Table: Japan Customer Relationship Management Software Revenue Shares by Vendor, 2006 and 2007
  - Figure: Japan Customer Relationship Management Software Market Revenue Shares by Vendor, 2006 and 2007
    - Japan Customer Relationship Management Software Market Revenue Shares by Vendor: Sales Force Automation
    - Table: Japan Customer Relationship Management Software Market Revenue Shares by Vendor: Sales Force Automation Software, 2006 and 2007
    - Figure: Japan Customer Relationship Management Software Market Revenue Shares by Vendor: Sales Force Automation Software, 2006 and 2007
    - Japan Customer Relationship Management Software Market Revenue Shares by Vendor: Marketing
    - Table: Japan Customer Relationship Management Software Market Revenue Shares by Vendor: Marketing Software, 2006 and 2007
    - Figure: Japan Customer Relationship Management Software Market Revenue Shares by Vendor: Marketing Software, 2006 and 2007
    - Japan Customer Relationship Management Software Market Revenue Shares by Vendor: Customer Service
    - Table: Japan Customer Relationship Management Software Market Revenue Shares by Vendor: Customer Service Software, 2006 and 2007
    - Figure: Japan Customer Relationship Management Software Market Revenue Shares by Vendor: Customer Service Software, 2006 and 2007
    - Japan Customer Relationship Management Software Market Revenue Shares by Vendor: Contact Center
    - Table: Japan Customer Relationship Management Software Market Revenue Shares by Vendor: Contact Center Software, 2006 and 2007
    - Figure: Japan Customer Relationship Management Software Market Revenue Shares by Vendor: Contact Center Software, 2006 and 2007
- Japan Major Customer Relationship Management Software Vendor Trends, 2007 and 2008
  - SAP Japan
    - 2007 Business Overview
    - Business Development After 2008
  - Fujitsu
    - 2007 Business Overview
    - Business Development After 2008
  - Oki Electric Industry
    - 2007 Business Overview
    - Business Development After 2008
  - Oracle Group
    - 2007 Business Overview
    - Business Development After 2008
  - Salesforce.com
    - 2007 Business Overview
    - Business Development After 2008
  - NEC
    - 2007 Business Overview
    - Business Development After 2008
  - Avaya Japan
    - 2007 Business Overview
    - Business Development After 2008
  - Genesys Japan
    - 2007 Business Overview
    - Business Development After 2008
  - Toshiba Solutions
    - 2007 Business Overview
    - Business Development After 2008
  - Microsoft
    - 2007 Business Overview
    - Business Development After 2008
- Results of Customer Relationship Management Solutions User Survey
- Table: Main Survey Respondent Profile by Industry
- Figure: Main Survey Respondent Profile by Industry
- Figure: Main Survey Respondent Profile by Company Size
- Figure: Main Survey Respondent Profile by Annual Turnover
  - Deployment Methods for Customer Relationship Management Solutions
    - Overall
    - Figure: Deployment Methods for Customer Relationship Management Solutions: Overall
    - By Deployment Landscape
      - Sales Force Automation
      - Figure: Deployment Methods for Customer Relationship Management Solutions: Sales Force Automation
      - Marketing
      - Figure: Deployment Methods for Customer Relationship Management Solutions: Marketing
      - Customer Service
      - Figure: Deployment Methods for Customer Relationship Management Solutions: Customer Service
      - Contact Center
      - Figure: Deployment Method for Customer Relationship Management Solutions: Contact Center
  - Deployment Period for Customer Relationship Management Solutions
    - Overall
    - Figure: Deployment Period for Customer Relationship Management Solutions: Overall
    - By Deployment Landscape
      - Sales Force Automation
      - Figure: Deployment Period for Customer Relationship Management Solutions: Sales Force Automation
      - Marketing
      - Figure: Deployment Period for Customer Relationship Management Solutions: Marketing
      - Customer Service
      - Figure: Deployment Period for Customer Relationship Management Solutions: Customer Service
      - Contact Center
      - Figure: Deployment Period for Customer Relationship Management Solutions: Contact Center
  - Costs for Customer Relationship Management Applications Packaged Software
    - Overall
    - Figure: Costs for Customer Relationship Management Applications Packaged Software: Overall
    - By Deployment Landscape
      - Sales Force Automation
      - Figure: Costs for Customer Relationship Management Applications Packaged Software: Sales Force Automation
      - Marketing
      - Figure: Costs for Customer Relationship Management Applications Packaged Software: Marketing
      - Customer Service
      - Figure: Costs for Customer Relationship Management Applications Packaged Software: Customer Service
      - Contact Center
      - Figure: Costs for Customer Relationship Management Applications Packaged Software: Contact Center
  - Costs Imposed Other than on CRM Applications Packaged Software
    - Overall
    - Figure: Costs Imposed Other than on Customer Relationship Management Applications Packaged Software: Overall
    - By Deployment Landscape
      - Sales Force Automation
      - Figure: Costs Imposed Other than on Customer Relationship Management Applications Packaged Software: Sales Force Automation
      - Marketing
      - Figure: Costs Imposed Other than on Customer Relationship Management Applications Packaged Software: Marketing
      - Customer Service
      - Figure: Costs Imposed Other than on Customer Relationship Management Applications Packaged Software: Customer Service
      - Contact Center
      - Figure: Costs Imposed Other than on Customer Relationship Management Applications Packaged Software: Contact Center
  - Annual Costs of Operating Services for Customer Relationship Management Solutions
    - Overall
    - Figure: Annual Costs of Operating Services for Customer Relationship Management Solutions: Overall
    - By Deployment Landscape
      - Sales Force Automation
      - Figure: Annual Costs of Operating Services for Customer Relationship Management Solutions: Sales Force Automation
      - Marketing
      - Figure: Annual Costs of Operating Services for Customer Relationship Management Solutions: Marketing
      - Customer Service
      - Figure: Annual Costs of Operating Services for Customer Relationship Management Solutions: Customer Service
      - Contact Center
      - Figure: Annual Costs of Operating Services for Customer Relationship Management Solutions: Contact Center
  - Renewal Schedule for Customer Relationship Management Solutions
  - Figure: Renewal Schedule for Customer Relationship Management Solutions
  - Evaluation Period of the Effectiveness of Customer Relationship Management Solutions
  - Figure: Evaluation Period of the Effectiveness of Customer Relationship Management Solutions
  - Evaluation and Analysis of the Effectiveness of the Customer Relationship Management Solutions Deployment
  - Figure: Evaluation and Analysis of the Effectiveness of the Customer Relationship Management Solutions Deployment
  - Investment Trends for Customer Relationship Management Solutions, 2007 and 2008
  - Figure: Investment Trends for Customer Relationship Management Solutions, 2007 and 2008
  - Reasons for the Increase in Investment in Customer Relationship Management Solutions
  - Figure: Reasons for the Increase in Investment in Customer Relationship Management Solutions
  - Reasons for the Decrease in Investment in Customer Relationship Management Solutions
  - Figure: Reasons for the Decrease in Investment in Customer Relationship Management Solutions
  - Reasons for Selecting Customer Relationship Management Solutions Vendors
  - Figure: Reasons for Selecting Customer Relationship Management Solutions Vendors
  - Objectives of Deploying Customer Relationship Management Solutions
  - Figure: Objectives of Deploying Customer Relationship Management Solutions
  - Major Issues During the Deployment of Customer Relationship Management Solutions
  - Figure: Major Issues During the Deployment of Customer Relationship Management Solutions
  - Major Issues After the Deployment of Customer Relationship Management Solutions
  - Figure: Major Issues After the Deployment of Customer Relationship Management Solutions
Future Outlook
- Forecast and Assumptions
- Table: Key Forecast Assumptions the Japan Customer Relationship Management Solutions Market, 2008-2012
  - Japan Customer Relationship Management Solutions Market Forecast by Segment
  - Table: Japan Customer Relationship Management Solutions Investment Forecast by Segment, 2007-2012
  - Figure: Japan Customer Relationship Management Solutions Investment Forecast by Segment, 2007-2012
  - Japan Customer Relationship Management Solutions Market Forecast by Industry
  - Table: Japan Customer Relationship Management Solutions Investment Forecast by Industry, 2007-2012
  - Figure: Japan Customer Relationship Management Solutions Investment Share Forecast by Industry, 2007 and 2012
- Market Context
- Table: Japan Customer Relationship Management Solutions Investment Forecast, 2005-2012: Comparison of May 2008 and January 2008 Forecasts
- Figure: Japan Customer Relationship Management Solutions Investment Forecast, 2005-2012: Comparison of May 2008 and January 2008 Forecasts
Essential Guidance
Learn More
- Related Research
- Appendix
- Table: IDC's Market Taxonomy and the Standard Industrial Classification for Japan
- Definitions
  - Customer Relationship Management Application Software
    - Sales Software
    - Marketing Software
    - Customer Service
    - Contact Center
    - Other Customer Relationship Management Applications
  - Customer Relationship Management Services
  - Exceptions
- Synopsis