The research center TAdviser announced a release of the second overview "CRM Systems in Russia 2014". The Russian software market for customer relationship management (CRM) in 2013 grew, according to TAdviser, by 10% to 28.39 billion rubles (+14% in 2012). The total amount of the market of CRM (licenses and implementation services of software) exceeded 51 billion rubles.
Decrease in growth rates is caused by reduction of number large (on thousands of jobs) implementations, especially in the bank industry where the majority of such projects already approached end. On the contrary, the number of projects on average and small business, grows in trade and a telecom, on transport and in other industries that demonstrates more likely change of a vector in the market, its ripening. From the moment of an exit of last research of TAdviser in February, 2012 545 CRM projects were added to base of the center. For all history of observations data on 1688 projects from which 286 were complete in 2012, and 239 - in the 2013th were analyzed.
The chart show a share of vendors in %. The chart shows the number of the projects implemented by integrators. Drafts based on solutions 1C with number of the automated jobs more than 10 were introduced to base.
About 20% of the CRM projects sold in the market, however, get to base of the TAdviser center it allows to estimate positions of the most dynamic and open integrators and vendors for providing data. The considerable difficulty is presented by share assessment at the market of such large western vendors as Oracle and SAP at which the CRM system, as a rule, are implemented as a part of projects on implementation of ERP the same treats solutions of large domestic vendors of ERP, for example, Galaktika or Compass.
According to TAdviser base, in 2012 and 2013 the greatest number of implementations in the field of CRM were the share of solutions of 1C Companies (including the solutions of the franchisee executed on the 1C Platform) and Microsoft (Microsoft Dynamics CRM). Also large number of projects were the share of implementation of systems from the Ukrainian Terrasoft (Terrasoft, CU-Consulting), ASoft and Bmicro.
Large western CRM platforms can be inferior to other solutions on number of projects, but have a considerable impact on the market. As, for example, Oracle Siebel CRM whose continuing implementations in Sberbank of the Russian Federation and VTB 24 total already more than 20 thousand users in each separate case. According to IDC, Oracle are in the lead in the Russian market of CRM systems on total revenue (TAdviser, on the contrary, estimates distribution of systems on the frequency of their implementation). Among integrators the greatest number of CRM implementations, according to TAdviser base, executed Terrasoft (Terrasoft, CU-Consulting), 1C-Rarus, First BIT, Manzana Group and ASoft.
Revenues of some system integrators in the market of CRM in Russia, 2012-2013, thousand rubles
| № | Company | Income from projects 2012 | Income from projects 2013 (forecast) | Revenue growth 2012-2013, % |
| 1 | Technoserv Consulting | 1 236 900 | 1 726 100 | 39,5 |
| 2 | 1C-Rarus * | 485 000 | 552 000 | 13,8 |
| 3 | CORUS Consulting | 100 000 | 120 000 | 20 |
| 4 | 38 000 | 55 000 | 44,7 | |
| 5 | Fresh solutions FreshOffice (SMTsoft) | 18 982 | 27 631 | 45,6 |
| 6 | Compass | 350 | 200 | |
| In total | 1 879 232 |
- Including sales in a partner network, data are generalized approximately, about 9 thousand licenses annually in total are implemented
TAdviser, 2014
According to the directory of CRM projects of TAdviser which for February, 2014 contains 1688 implementations, for all history of observations most actively projects on control automation were implemented by customer relations in such industries as finance (286 projects), trade (271), IT (135), construction (91), mechanical engineering (91) and a telecom (77).
Historically most actively the CRM system implemented the companies of the sphere of finance: exactly here the most large-scale and expensive projects were implemented from the moment of formation of this market in Russia. However, at a boundary of 2012-2013 the palm for the first time passed to the companies of the sphere of trade that data of base confirm: if in 2012 in base about 62 CRM projects in finance and a telecom (the parity was established), then in the 2013th year 53 projects in the field of trade and 40 projects in the industry of finance are recorded.
Large projects were implemented in 2012-2013 also in the field of distribution and a public sector. Among the trading companies implementations of Microsoft Dynamics CRM in Carcade company (600 users) and 1C:CRM CORP in United Elements Group (300 users) are especially selected. Any of CRM projects in trade did not take a barrier in 1 thousand users though for banks this quite routine case.
The first in numbers of licenses of implementation of CRM 2012-2013
1 - By data Technoserv Consulting for January, 2014, all 15 thousand licenses of a system are implemented already, and for the end of the project their (2015) about 100 thousand will be set.
2 - Number of users which will be reached for the end of the project.
TAdviser, 2014
"It will be promoted by decrease in growth rates of economy in the country, increase in level of the competition in the markets, desire of the companies to increase labor productivity of employees in connection with gain of "staff shortage". The companies will look for in the market tools for increase in efficiency of the work, - he considers.The CEO of Manzana Group Oleg Palenov also considers that the market will save dynamics.
"In view of the fact that in the market there was an offer not only on purchase, but also on lease of CRM systems, a system becomes available not only large, but also to averages and even small retail networks. Such approach considerably reduces the cost level on acquisition of licenses and the providing personnel, but does not affect quality in any way and allows small and average networks to use the most modern means of the analysis, encouragement and communications already now", - the expert shared.
"Medium and small business also receives benefit from use of CRM in the SaaS format due to economy on start, administration, support and updating of systems. And mobile applications help employees to be aware always of affairs", - the commercial director of ASoft Alexey Fitiskin noted. He considers that SaaS of CRM and also mobile CRM technologies will become the most relevant trends in the short term.
One more trend about which experts – union of CRM with other information systems speak, including for implementation of the principle of "single window" when the manager can receive the broad picture of customer interaction from several sources. Interesting approach is implemented, for example, by ELMA company, having integrated within the platform of own development functionality of BPM (business process management), CRM and EDMS. For example, through basic processes it is possible to focus all divisions on productive work with clients of the company – it "is able to do" ELMA CRM+, Alexey Budin, the director of the company told.
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