IBISWorld’s CRM Software procurement research is intended to help you save time and money in the initial research stages of the buying process. Our data and analysis explain the characteristics, pricing dynamics, supply chain risks and negotiation tactics of CRM Software to help your company negotiate strategically with suppliers. Our report insights also give your company the credibility to work with internal stakeholders and executives to better manage the sourcing process.
doneBenchmark Price
doneRFP/RFQ/Negotiation Questions
done3 Year Price Forecast
doneSupply Chain Analysis
doneSupplier Intelligence
doneSample Buyer Decision Scorecard

CRM Software - Recent Price Trend

The price of CRM software has been increasing slowly during the three years to 2017, rising at an estimated average annual rate of 0.3%. The strengthening economy, namely growth in the number of US businesses, has spurred demand for CRM systems in recent years because many existing companies have gained the financial resources and confidence to invest more in computers and software. Additionally,...


CRM Software - Total Cost of Ownership

The total cost of ownership (TCO) for CRM systems is moderate because there are many additional costs to consider before purchasing the service. CRM systems may need significant customization as well as integration with existing software, a process that usually requires a CRM consultant and may take several months. After installation, training sessions usually take place through webinars and...


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About this Report

This report is intended to assist buyers of customer relationship management (CRM) software. CRM software is designed to manage a company's sales and marketing, as well as the customer and technical support processes. CRM systems generally come with tools to track activities, manage and analyze customer data, and oversee workflows and processes. This software is used to improve business relationships, increase sales and maintain customer retention. This report focuses on software-as-a-service (SaaS), or on-demand CRM systems, rather than software-as-a-product (SaaP), or on-premises CRM systems. SaaS CRM systems are installed and managed on the provider’s premises, but accessed through the internet. Key buyers include manufacturers and retailers. This report does not include ERP software.

Table of Contents

At a Glance

Executive Summary

Price Environment
 Price Fundamentals
  Benchmark Price
  Pricing Model
 Price Drivers
 Input Cost Drivers
 External Demand Drivers
 Recent Price Trend
 Price Forecast

Product Characteristics
 Product Life Cycle
 Total Cost of Ownership
 Product Specialization
 Related Goods
 Subsitute Goods
 Quality Control
Supply Chain & Vendors
 Supply Chain Dynamics
  Supply Chain Risk
  Geographic Locations
 Competitive Environment
  Market Share Concentration
  Vendor Company Types
 Market Profitability
 Switching Cost

Purchasing Process
 Buying Basics
 Buying Lead Time
  Selection Process
  Buying-Decision Scorecard
 Key RFP Elements

Negotiation Questions

Buyer Power Score Components

Jargon & Glossary

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