关键词：电信客户关系管理；CRM软件；市场规模；市场格局
摘 要：The Global Telecom CRM market is expected to grow moderately during the period 2012-2016. The Americas dominated the market in 2012 and was followed by the EMEA region. By 2016, the majority of the growth in the Global Telecom CRM market is expected to come from the APAC region. The reason for the expected growth in the APAC region can be attributed to the strong economic growth as well as globalization in the region. This rapid growth is forcing enterprises to invest heavily in telecom CRM solutions and improve their business processes and productivity, and serve their customers with best experience. The market is expected to witness improvement in its growth rate, to reach at a CAGR of 5.58 percent during the period 2012-2016.
目 录：01. Executive Summary

02. List of Abbreviations

03. Introduction

04. Market Research Methodology

04.1 Market Research Process

04.2 Research Design

04.3 Research Methodology

05. Scope of the Report

05.1 Market Overview

05.2 Product Offerings

06. Market Landscape

06.1 CRM Software Modules

06.2 CRM Modules for the Telecom Sector

06.3 Telecom as a Segment of the Global CRM Software Market

06.4 Market Size and Forecast

06.5 Market by Deployment Model 2012

06.6 Five Forces Analysis

07. Market Segmentation by Category

08. Geographical Segmentation

08.1 Telecom CRM Market in the Americas

Market Size and Forecast

08.2 Telecom CRM Market in the EMEA Region

Market Size and Forecast

08.3 Telecom CRM Market in the APAC Region

Market Size and Forecast

09. Key Leading Countries

USA

Germany

Japan

10. Vendor Landscape

10.1 Competitive Scenario10.2 Market Share Analysis 2012

10.3 Other Prominent Vendors

11. Buying Criteria

12. Market Growth Drivers

13. Drivers and their Impact

14. Market Challenges

15. Impact of Drivers and Challenges

16. Market Trends

17. Key Vendor Analysis

17.1 Amdocs Systems Inc

Business Overview

Key Information

Business Segmentation

SWOT Analysis

17.2 Microsoft Corp.

Business Overview

Key Information

Business Segmentation

SWOT Analysis

17.3 Oracle Corp.

Business Overview

Key Information

Business Segmentation

SWOT Analysis

17.4 SAP AG

Business Overview

Key Information Business Segmentation

SWOT Analysis

17.5 Salesforce.com Inc.

Business Overview

Key Information

Business Segmentation

SWOT Analysis

18. Other Reports in this Series