CRM, where next?

previous: CRM advancement in Asia

Where lie the opportunities?
The Philippines and Thai markets are experiencing exponential growth because of the emerging stage of the market in these countries at this time. Percentage revenue contribution of these two countries as the total of the Southeast Asia CRM market is expected to climb significantly.

Demand is expected to increase greatly in 2000, as early adopters begin to deploy call center solutions. The impact of this is expected to force other companies within the same vertical markets to seriously evaluate CRM solutions in order to remain competitive. The telecommunications and banking sectors are forecast to be driving growth in 2000 and 2001. In 2001 and 2002, new end-user segments like the insurance sector, transportation, and utility industry are anticipated to emerge.

To succeed in the present marketplace, companies require a superior customer relationship management strategy. This strategy requires the fullest cooperation and involvement by senior management. CRM is about maximizing the lifetime value of customers. With the difference between price and products becoming nebulous, the service arena is rapidly becoming the new battlefield.

Author: Mr. Moaiyad Hoosenally
Mr. Hoosenally is an Industry Analyst at Frost & Sullivan Singapore. Frost & Sullivan is an international marketing consulting company that continually monitors the IT industry for market trends, market measurements and strategies.