Abstract
High Presence of In-house OCRM Software Solutions a Key Challenge for OCRM
Service Providers
Medium and large enterprises in the Asia Pacific region having an established
in-house operational customer relationship management (OCRM) software solution
structure is a prime concern for the vendors of such solutions. As a result,
participants in the OCRM markets are reluctant to make heavy investments in
developing full-fledged solutions as this involves high costs in transporting
data from the existing to a new platform. Vendors also face a problem in
integrating their gamut of solutions with the information technology (IT)
infrastructure of their client companies. To boost their market share these
solution providers must reiterate the advantages of adopting full-scale OCRM
software solutions over the in-house ones.
This Frost & Sullivan research service provides an overview of and an outlook
for the OCRM software markets in the Asia Pacific region. The study segments
the markets into sales force automation (SFA), marketing automation, customer
service, and analytics. It provides detailed revenue forecasts and market
share analyses and is essential for both large and small market participants
seeking maximum return on investments.
Intense Competition Drives Enterprises in Asia Pacific to Adopt OCRM Software
While the enterprises in the global OCRM software markets have to survive in a
competitive environment, the situation is similar in the Asia Pacific region.
To succeed in this set-up, these companies continuously opt for enhanced
product differentiation strategies to provide greater value to end users.
"Simultaneously, the large- and medium-sized enterprises that have
incorporated the OCRM software are seriously considering to expand and upgrade
their current CRM functionalities for superior performance," notes the analyst
of this research service. "In addition, the Asia Pacific OCRM software vendors
-- coming out with an extensive range of products with varied value
propositions at lesser costs -- have encouraged the enterprises to
increasingly invest in OCRM software."
IT Initiatives by Government Opens New Prospects for the Markets
"Government departments across the Asia Pacific region -- Australia and New
Zealand, Singapore, China, India, Thailand, and Malaysia -- have realized the
importance to provide better services to their citizens and their internal
employees," says the analyst. "Enterprise applications are increasingly being
used to extract business critical data and information from the back-end and
legacy systems to facilitate integrated access."
Overall, banking, financial services, and insurance (BFSI), telecommunication,
and government verticals were the main adopters of the OCRM software in the
Asia Pacific region during 2004. Encouragingly, between 2005 and 2011,
government, manufacturing, and information technology and IT-enabled services
(IT&ITES) verticals, are likely to surface as the prominent drivers for growth.
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