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The Top 10 CRM Software Systems in India

4 stars Average rating: 4 (from 118 votes)
 By Dinesh Raja and Chuck Schaeffer

India CRM Software Market Showing Increased Growth - and Increased Competition

The India Customer Relationship Management (CRM) software market is on a clear growth path. In Peter F Drucker's words, the purpose of business is to create and keep a customer – and every executive understands the truth of these words. Today, when businesses are scrambling to get customers, the importance of Customer Relationship Management cannot be ignored. That's why analysts, vendors, and solution providers remain bullish about the growth of CRM software solutions in India.

Despite the inspiring market growth of CRM software in India, there is little formal local research and very limited coverage provided by the traditional analyst firms such as Gartner, Forrester or Aberdeen. However, analysts have consistently referenced double digit growth figures since 2000 and continue to forecast CRM growth in India at increasing rates.

In Gartner's view, the Indian CRM market size is about 15% of the overall Asia Pacific (APAC) market, the second largest in the region, after Australia. Between 2009 and 2014, CRM in India is projected to grow at a compound annual growth rate (CAGR) of 16% to 19%. Yanna Dharmasthira, Research Director at Gartner said in 2009, "In the next five years, India is projected to have the second highest CAGR after China as far as CRM is concerned." Gartner has revised the growth rate of the India CRM market, specifically for the year 2010 in which it is expected to reach $100 million.

While our search to find the top India CRM systems does not provide the scientific confidence of a proper research project, we were able to deduce the CRM market leaders by speaking with CRM vendors, consultants, solution providers and customers. Our market survey results are more than anecdotal, but not quite empirical.

The Top 10 CRM Systems in India

  1. Oracle, including its Oracle Siebel, PeopleSoft and Oracle On Demand products
  2. SAP CRM
  3. Microsoft Dynamics CRM
  4. Salesforce.com
  5. Sage, including ACT!, SageCRM and SalesLogix
  6. Pivotal from CDC Software
  7. Talisma
  8. Amdocs from Clarify
  9. SugarCRM
  10. Impel CRM

Indian CRM Software Market Segmentation

The Tier 1 enterprise software market is dominated by Oracle Siebel, SAP CRM and Amdocs. 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 small and midsize business (SMB) market has also been historically pursued along industry lines by suppliers such as Pivotal CRM and Talisma, however, now finds itself in new competition with broader CRM software competitors such as Microsoft Dynamics CRM, Sage SalesLogix, Salesforce.com, Impel CRM and SugarCRM.

The last three years have witnessed the rise of on-demand CRM solutions like Salesforce.com and Microsoft Dynamics CRM entering the India customer relationship management software landscape and opening the doors to a very large and growing SMB market space. Competing software as a service (SaaS) solutions Rightnow and Netsuite have started establishing their presence in India following the early success of Salesforce.com.

Locally developed customer management systems like Impel CRM, Zoho, CRM24x7.com, Smiles and Trivium are also becoming noteworthy challengers however have yet to demonstrate significant market share.

Open source software solutions like SugarCRM and vtiger have also found some footprint in India, however, as with open source CRM software on a global basis, these products are largely accepted by the smallest businesses and have yet to achieve the traction of their commercial counterparts.

Several enterprise resource planning (ERP) software suppliers such as Ramco, Focus Infosoft and Wings ERP were found to be domestic market share leaders in the back office space and offer integrated customer relationship management solutions, however, the CRM applications were seldom considered or purchased without the accompanying ERP software.

Next—SaaS India Market >>

Top 10 India CRM SystemsSaaS in IndiaOracle in IndiaSAP in IndiaMicrosoft Dynamics CRM in IndiaSalesforce.com in IndiaSage CRM in IndiaCDC Pivotal in IndiaTalisma CRM in IndiaAmdocs Clarify in IndiaSugarCRM in IndiaImpel CRM in India

 

India CRM Market

Gartner projects the Indian CRM software market size at about 15% of the overall Asia Pacific (APAC) market, the second largest in the region, after Australia. Between 2009 and 2014, CRM in India is projected to grow at a compound annual growth rate (CAGR) of 16% to 19%.

 

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Quote

In the next five years, India is projected to have the second highest compound annual growth rate after China as far as CRM is concerned."

~ Yanna Dharmasthira, Gartner

 

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India Software & SaaS Market
  • A Zinnov research study reported that Indian SMEs will grow at a compound annual growth rate of 15 percent by 2015, contributing $15 billion or over one-third of India's overall IT spend. The study also noted that India is home to around 50 million SMEs, of which about 10 million are technology-ready. This addressable market opportunity will increase to 11 million by 2015.
  • The India Software as a Service (SaaS) market totaled USD $65M in 2010 and is projected to grow 19% annually.
  • The top four SaaS solutions in India contribute to about 75% of the total SaaS market and include collaboration tools, customer relationship management systems, information security solutions and enterprise resource planning (ERP) applications.

 

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