关键词：客户关系管理；CRM；SWOT分析
摘 要：CRM is defined as processes and tools that help businesses maintain customer relationships in an organized way. CRM software supports a company to measure and manage contacts with customers. Data which are acquired using CRM tools can be utilized for research and analysis of customer relationships. Software is available either through a direct installation onto a computer or made available through a SaaS-based model that is accessible only via the internet. CRM software helps organizations to manage their entire prospect/customer details including names, addresses, phone numbers, call records, and purchase history. Other uses of CRM include planning of appointments, schedule of call-back times, and other sales-related activities.The CRM Software market in China is one of the fastest growing software markets in the country.The market is dominated by an equal number of local and foreign vendors. Local vendors such as UFIDA Software Co. Ltd. and Kingdee International Software Group Co. Ltd. are dominating the market; however, many foreign vendors such as SAP AG, Oracle Corp., and Microsoft Corp. have also established their presence in the market. Also, at present, medium-sized enterprises are generating most of the market revenue compared to small-sized enterprises, which are expected to increase their share in the coming years. The CRM Software market in China is expected to grow at a CAGR of 15.64 percent during the period 2012–2016.
目 录：

01. Executive Summary

02. List of Abbreviations

03. Introduction

04. Market Research Methodology

Market Research Process

Research Design

Research Methodology

05. Scope of the Report

Market Overview

Product Offerings

06. Market Landscape

06.1 CRM Software as a Segment of Overall

Enterprise Applications Software Market in China

06.2 CRM Software Market in China

CRM Software Modules

Market Size and Forecast

CRM Software Market in China by Applications

CRM Software Market in China by Software Deployment Technology

End-user Segmentation Based on Enterprise Size

06.3 Five Forces Analysis

07. Vendor Landscape

08. Buying Criteria

09. Market Growth Drivers

10. Drivers and their Impact

11. Market Challenges

12. Impact of Drivers and Challenges

13. Market Trends

14. Key Vendor Analysis

14.1 Microsoft Corp.

Business Overview

Business Segmentation

SWOT Analysis

14.2 Oracle Corp.

Business Overview

Business Segmentation

SWOT Analysis

14.3 SAP AG

Business Overview

Business Segmentation

SWOT Analysis

14.4 UFIDA Software Co. Ltd.

Business Overview

Business Segmentation

SWOT Analysis

15. Other Reports in this Series