What is a customer relationship management software?
CRM or customer
relationship management software is an organization wide business strategy
which is designed to reduce cost and increase operational efficiency, Customer
satisfaction, customer loyalty, and advocacy. The content of the report has
latest facts and figures about current market trends of the CRM industry. In
particular with cloud based CRM systems especially Salesforce.com CRM.
Scope of the article:
·
Market size and share information about Indian
CRM market.
·
Major areas of focus including sales automation,
Service automation, marketing automation, Collaborative tools and flexibility
with other Technologies which includes web services.
·
Key players salesforce.com, oracle Seibel,
Microsoft dynamics, SAP AG
Image Courtesy:Forbes
International CRM
market share
The Tier 1 enterprise software
market is dominated by Oracle Siebel, SAP CRM and Salesforce. SAP and Oracle
were early entrants to the India market in 1990s. Oracle's Siebel product and
Amdocs have largely penetrated the India software landscape along vertical
markets, while SAP CRM has been more broadly adopted in largest part riding on
the coattails of SAP's highly successful enterprise resource planning (ERP)
software suite. While Oracle CRM and PeopleSoft are gradually being phased out
on a global basis, these legacy solutions may operate longer in India than
other global regions as many local companies have less desire to upgrade than
their international counterparts.
The on demand model for CRM systems is increasing rapidly
CRM vendors like Salesforce.com, Microsoft dynamics, ZOHO etc.., has a strong
cloud presence. They came up with the revolutionary software as a service or
SAAS model. Which will help customers to pay for what they actually use.
Even though oracle and SAP CRM and SAP AG have strong presence
in Indian CRM industry the main dis advantage is that these softwares are on
premise soft wares. They are very expensive to maintain and operate and their
scalability is less. So the new trends of the industry started to shift towards
SAAS model which is completely cloud based.
Software as a Service
(SaaS) in India:
Software-as-a-service (SaaS) is
poised to grow seven times faster than on premises application software for the
next three years, reports research firm Gartner. By 2011, a quarter of new business
software is projected to be SaaS.
SaaS penetration in India is somewhat inconsistent in terms
of market share however much more constant in terms of growth projections. One
research study estimates the India Software as a Service (SaaS) market at USD
$65M in 2010 and projected to grow in excess of 20% annually. In another
research report, the market for on-demand solutions in India is over USD $32
million in 2009 and expected to grow at a CAGR of 50% to 60% for the next few
years. Notwithstanding the task of achieving consistent estimates in a complex
region, SaaS is forecast to be the preferred mode for new CRM implementations
in the coming years especially for SMBs.
Salesforce and
Multitenancy Architecture (SaaS Architecture):
Imagine an apartment with shared
resources which has common gas line , Cable tv and water resources and all the
occupants of the house have the flexibility to pay for what they actually use.
This is how salesforce work.
Multi-tenancy is an architecture in which a single instance of a
software application serves multiple customers. Each customer is called a
tenant. Tenants may be given the ability to customize some parts of the
application, such as color of the user interface ( UI) or business rules, but they cannot customize the
application's code.
Multi-tenancy can be
economical because software development and maintenance costs are shared. It
can be contrasted with single-tenancy, an architecture in which each customer
has their own software instance and may be given access to code. With a multi-tenancy
architecture, the provider only has to make updates once. With a single-tenancy
architecture, the provider has to touch multiple instances of the software in
order to make updates.
In cloud computing,
the meaning of multi-tenancy architecture has broadened because of new service
models that take advantage of virtualization and remote access. A
software-as-a-service
(SaaS) provider, for
example, can run one instance of its application on one instance of a database
and provide web access to multiple customers. In such a scenario, each tenant's
data is isolated and remains invisible to other tenants.
Who am I?
I am Nirmal Christopher,
Currently working as a salesforce
technical consultant in Chennai, India. I have 1.4 years of experience in Salesforce
CRM which includes skills in the areas such as Support, customization,
Administration, Application development, data migrations, Training end users, Non
profits for salesforce etc.
I have implemented CRM solutions for 8 customers who plays
big role in variety of industries like heath care, IT, Consumer Electronics ,
Manufacturing, NGO’s etc…
Any questions reach
me at +919952851577
Email:
Nirmal.christopher@gmail.com
