Hello, mikael-ga!
You have asked a very interesting question, with many different
facets. I have found some good, credible information for you, though
not as detailed as you might have hoped for. Much of the vendor and
market share information is simply not available without access to
private databases or the willingness to purchase expensive reports.
However, I believe I have provided you with a good start.
1. Publicly available, detailed information on the Northern European
mobile CRM market is hard to come by.
The article “CRM in Scandinavia,” European Centre for Customer
Strategies (3/10/2002) at
http://www.eccs.uk.com/markets/geographical/article06.asp has
extensive information about CRM in the northern European countries.
However, it is not entirely centered on mobile CRM.
Among the countries highlighted in the article, the businesses most
interested in developing CRM are financial service companies,
including insurance and banking, and telephone companies.
Some excerpts follow:
“The four countries of Scandinavia — Sweden, Norway, Denmark,
Finland — are rapidly turning to CRM to address key business issues.
Consumer affluence, deregulation of telecoms and financial services
markets, competition from new entrants outside the region are all
creating customer churn and retention problems, leading to declining
profitability.”
“In the most competitive markets, some organisations are already
advanced in their use of CRM. "Scandinavian countries are very well
developed in business-to-consumer (B2C) communications, particularly
in mobile phone companies," says Allen Swan, ceo of Prime Response and
president, international of Chordiant from 1 April.”
“Norway’s leading telephone company, Telenor, for example, was a very
early adopter, implementing Prime Vantage four years ago and evolving
up through each new release. As with all telecoms providers, it was
suffering particular problems with churn, which can average 25 per
cent annually or higher.”
“Financial services companies in insurance and banking are the other
leading adopters of CRM in the region, although Michael Wolgsjo,
marketing director, Northern Europe, at Hyperion, says there has also
been interest from newspapers and media groups.”
(Please refer to the article, which has several useful charts, news
about CRM vendors, and a wealth of general information)
Some excerpts about the European Mobile CRM market in general, from a
new report by Aberdeen Group, follow:
“Aberdeen concluded that Europe has a 12-month head start over North
America in using mobile technology for CRM applications…”
"Many European CRM suppliers have already integrated support for WAP
into their products. Some suppliers offer architectures designed
specifically around mobile devices," said report co-author Ute
Appenzeller. "European technology suppliers should seize this
competitive advantage."
"The onus is on European customer contact centers to support
communications via any medium the customer chooses, including
telephone, e-mail and Web-based transactions," Rathod added.
References to the complete report may be found in “Reports: Top Ten
CRM Stories; Mobile CRM in Europe,” by Jay Wrolstad. CRMDaily.com
(4/11/2001) at http://www.crmdaily.com/perl/story/8874.html
The report, “Customer Relationship Management: Europe 2001,” is
available from Aberdeen Group for $495 at
http://www.aberdeen.com/ab%5Fcompany/hottopics/eurocrm/default.htm
2. The top 3 mobile CRM vendors, market share and turnover:
Again, this information was difficult to pin down. Most of this
information is available at a high price. For example, Market Research
has a report which includes coverage of mobile CRM vendors in the
Nordic region, titled “Nordic CRM Forecast and Analysis 2001-2006”
for $3,000. In lieu of prices like that, you may have to do some
extensive research on your own to extract this information.
A list of CRM vendors by country, though not exclusively mobile
CRM vendors, is available at the “European Vendors Directory” at
http://www.eccs.uk.com/productfinder/directory.asp. By clicking on
each country link, you will be provided a list of vendors within that
country, most with contact information and/or websites. You may have
to look at each company’s financial statements to determine the exact
information you are hoping to identify.
Some international CRM vendors highlighted in the article “CRM in
Scandinavia” at http://www.eccs.uk.com/markets/geographical/article06.asp
include Siebel, Vantive and Hyperion. Local vendor Abalon is also
mentioned.
Resco has made a major expansion into Finland with it’s takeover of
two CRM companies, Dataform Oy and Toneco Oy. “Both firms have peak
competence in CRM and are thereby strengthening the existing
operations in Finland. Resco will have more than 150 employees in
Finland after the take-overs, and with an extensive mix of
competence.” “In April Resco acquired the Finnish IT and Internet
consulting firm Major Blue Company which has about 100 employees and
which now constitutes the foundation for Resco in Finland. Resco
considers the Finnish market to be strategically important, both
because of its strong underlying growth as well as due to it being a
leader in CRM (customer relationship management) and the mobile
Internet.”
Read “Resco signs an agreement concerning two company take-overs in
Finland” at http://www.resco.com/resco_signs.asp
3. Most rapidly growing CRM application areas:
The ability to provide customer service on handheld devices while a
company employee is with a customer is becoming more and more
desirable.
“To compete effectively in the post-PC era, businesses are finding
they must run their critical business applications where they can be
most effective. For sales organizations and field forces, this means
running SFA and CRM applications on handheld devices that can be used
while a mobile worker is still with the customer. Among the earliest
adopters of handheld devices and mobile phones, sales and field force
professionals have long recognized their value for scheduling,
customer contact and time and expense billing.” Read “CRM Goes
Mobile,” by Lee Sherman. Destination CRM (10/2000) at
http://www.destinationcrm.com/articles/default.asp?ArticleID=934
Customer service, e-commerce, sales force automation, partner
relationship management, and analytics are important focus areas of
CRM.
“AMR Research predicts that the current CRM market will improve as
it drives growth rates between 25-30 percent in the next few years,
reaching $26 Billion by 2006. Key areas of focus will be on B2B
operations and the public sector. Customer service, e-commerce, Sales
Force Automation (SFA), Partner Relationship Management (PRM), and
analytics prove to be the fastest growth areas.” Read “AMR Research
Predicts Enterprise Applications Market Will Reach $70 Billion by 2006
- Announces Projections for ERP, SCM, and CRM markets.”
AMR Research (5/31/2002) at
http://www.intellibusiness.com/rdetail.asp?ID=830&sub_category=Market+Size
4. New types of mobile devices and technologies expected to impact the
mobile CRM market:
Network speeds for wireless should see a dramatic increase.
Networks will be able to handle a “combination of voice and data.”
Bandwidth and connectivity improvements are needed.
Portable notebooks for wireless CRM should gain popularity.
Palm-like devices and handhelds.
The most demanding and sophisticated users of mobile CRM
applications are salespeople, according to Jeff Scheel, vice president
and general manager of Siebel, who “tend to be high-tech savvy and
independent thinkers.” In fact, the mobile CRM industry has largely
been “a dud” up to this point, “except for the mobile sales arena,
according to AMR Research senior analyst Louis Columbus. "We have
really seen mobile applications pay off when they focus on field sales
and field service," Columbus told CRMDaily. "For Siebel, a key payoff
has been their mobile CRM applications."
Forrester Research has even gone so far as to describe the mobile
CRM market as little more than “"black holes," mainly because they
tend to focus on administrative applications that -- unlike mobile
sales -- do not deliver bottom line value to a company's operations."
“Future innovations in mobile CRM technology might “allow someone
who is traveling from meeting to meeting in the car to request
information by voice, for example."They might be using a voice channel
as a way to browse for information, but when the information is
something they would prefer to view on a handheld device they can have
it pushed out to the device or can use the device to query the server
for further information using a browser interface native to that
particular device," Siebel’s Scheel explained.
“One thing we are focused on is delivering multiple devices that fit
with usage models in different roles."
Read “Siebel Exec: Mobile CRM Plays to Tough Crowd,” by Erika
Morphy. CRMDaily.com (5/7/2002) at
http://www.crmdaily.com/perl/story/17628.html
As bandwidth and connectivity constraints are lifted, the emerging
mobile CRM market will see huge growth. “Wireless CRM is expected to
grow some 36 percent annually, until 2008. In 2001, mobile CRM revenue
in the United States equaled some $300 million,” according to Frost &
Sullivan analysts.
… “as network providers become more interconnected, demand for such
applications as field service and field sales will increase rapidly."
“The wireless segment will emerge as a strong growth industry in
2004 and 2005, when industry standards are enacted, the firm said.”
Read “Report: Mobile CRM Set to Surge,” by Erika Morphy. CRMDaily.com
(6/28/2002) at http://www.crmdaily.com/perl/story/18438.html
According to Frost and Sullivan analyst Katherine Shariq, “Most
buzz around mobile CRM today is over offline capabilities that let
portable notebooks sync to a CRM system though a non-wireless Internet
connection. "Most companies started with the disconnected versions and
are evolving to the wireless solutions." "Today, wireless activity is
in the pilot stage, although companies are asking for it. Global 1000
companies are putting mobile into their initiatives, but less than 2
percent have mobile CRM usage."
“Handling mobile disconnected CRM is very different from handling
mobile wireless CRM.”
"Most vendors are doing one and partnering to do the other.”
"Companies that are doing both are realizing that it requires separate
developments." For instance, a mobile disconnected solution centers on
syncing technology, whereas a mobile wireless solution deals with WAP,
WML and other wireless protocols. And then there's the ever-elusive
bandwidth and connectivity constraints that go hand-in-hand with the
larger wireless landscape. "There's been several things holding this
industry back.”
Read “Wireless CRM Beckons,” by Tom Kaneshige. Destination CRM
(7/1/2001) at http://www.destinationcrm.com/articles/default.asp?ArticleID=2356
“Many of the biggest names in SFA and CRM have announced handheld
products, including Siebel, Onyx, Pivotal, Oracle, SalesLogic and
PeopleSoft/Vantive.”
“Businesses are using handheld devices to streamline information
collection, improve the efficiency of business processes and ensure
accurate corporate data. With up-to-date access to customer
information, a company can deliver timely customer service across
multiple touch points, including sales and customer service. Effective
use of mobile applications can help a company slash sales cycles,
speed problem resolution and deliver better customer service.”
“Today's handhelds can do much more than just sync PIM data with
corporate systems such as Outlook, Lotus Notes, ACT! or GoldMine. Now
Siebel Systems, Oracle, PeopleSoft and others are offering access to
full-fledged SFA and CRM applications. Palm and Psion handhelds,
Pocket PCs and other similar devices have come a long way from their
humble beginnings as electronic organizers. They have the memory
capacity and processing muscle necessary to handle many kinds of sales
force automation, customer service and field service tasks.”
Read ““CRM Goes Mobile,” by Lee Sherman. Destination CRM (10/2000) at
http://www.destinationcrm.com/articles/default.asp?ArticleID=934
Additional articles
“Trends in Mobile CRM Solutions,” by Danna Voth. Destination CRM
(2/13/2001) at http://www.destinationcrm.com/articles/default.asp?ArticleID=1661
I hope this information proves useful. Please do not hesitate to ask
for clarification if I can help you further.
umiat-ga
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