Table of Content

1 INTRODUCTION
1.1 Study Deliverables
1.2 Study Assumptions
1.3 Scope of the Study


2 RESEARCH METHODOLOGY


3 EXECUTIVE SUMMARY


4 MARKET DYNAMICS
4.1 Market Overview
4.2 Porters Five Force Analysis
4.2.1 Threat of New Entrants
4.2.2 Bargaining Power of Buyers/Consumers
4.2.3 Bargaining Power of Suppliers
4.2.4 Threat of Substitute Products
4.2.5 Intensity of Competitive Rivalry
4.3 Market Drivers
4.3.1 Growing Emphasis on Customer Engagement among Enterprises in the Region?
4.3.2 Emergence of Several Pure-Play CRM Solutions at a Local and Regional-Level, to Compete with the Top 5 incumbents
4.3.3 Growing Adoption from SME’s Aided by Flexible Pricing Strategies Provided by the Vendors
4.4 Market Challenges (Operational & Implementation Challenges)
4.5 Market Opportunities (Global cues such as BYOD and use of IT tools for driving decision making expected to provide ample scope for future growth)?
4.6 Analysis of the Global CRM Landscape?
4.7 Assessment of Impact of Covid-19 on the South East Asia CRM Market (Customers & Prospective buyers opting for digital channels| Growing need for SME’s to utilize digital tools to engage with their target audience| Short & Medium-term trend analysis)?
4.8 Key Segments in the CRM Industry – Contact Center, Customer Service, Sales Automation & Marketing Automation?
4.9 Key Considerations Involved in the Selection of a CRM tool in the SEA region ?


5 MARKET SEGMENTATION
5.1 Organization Size
5.1.1 Small & Medium?
5.1.2 Large-scale ?
5.2 Deployment Size
5.2.1 Cloud
5.2.2 On-Premise
5.2.3 Hybrid
5.3 End-User Vertical
5.3.1 Services?
5.3.2 Manufacturing?
5.3.3 BFSI?
5.3.4 Retail & Logistics?
5.3.5 Government?
5.3.6 Other End-user Verticals (Construction, Not for Profits, Education, Energy & Utilities, etc.) ?
5.4 Country
5.4.1 Indonesia ?
5.4.1.1 Current Market Scenario & Growth influencers?
5.4.1.2 Analysis of the addressable market & forecasts?
5.4.1.3 Analysis of the key local & regional CRM vendors (Barrantum, VinnoCRM, BPM Online, etc.)?
5.4.1.4 Key implementation use-cases & challenges (high lead acquisition cost, etc.)?
5.4.1.5 Market Outlook ?
5.4.2 Singapore ?
5.4.3 Philippines?
5.4.4 Thailand?
5.4.5 Vietnam
5.4.6 Rest of SEA ?


6 ANALYSIS OF KEY CRM SOLUTION VENDORS IN SEA (GLOBAL & REGIONAL – BASED ON THEIR CURRENT FOOTPRINT)


7 COMPETITIVE LANDSCAPE (OVERVIEW, FOOTPRINT, SOLUTION PORTFOLIO, GROWTH STRATEGIES, RECENT DEVELOPMENTS & PRICING ANALYSIS)?
7.1 Company Profiles
7.1.1 Salesforce.com Inc.
7.1.2 Microsoft Dynamics?
7.1.3 Oracle Siebel?
7.1.4 SAP SE?
7.1.5 Hubspot Asia Pte. Ltd.
7.1.6 IBM Corporation?
7.1.7 Zoho Corporation
7.1.8 Adobe Incorporated?
7.1.9 PipeDrive?
7.1.10 Infusionsoft?
7.1.11 Sugar CRM?
7.1.12 Vtiger?
7.1.13 FreshSales?


8 INVESTMENT ANALYSIS


9 MARKET OPPORTUNITIES AND FUTURE TRENDS