2015122_艾瑞咨询_2015年中国移动销售CRM行业研究报告（59页）.pdf
CRM 2015 CRM 1 2 3 4 3 3 3 CRM CRM CRM CRM CRM CRM CRM 4 4 4 CRM CRM CRM CRM CRM CRM CRM CRM CRM CRM WiFi WiFi PC 5 5 5 CRM CRM CRM CRM 移动销售CRM作用 CRM 6 6 6 CRM CRM CRM SaaS CRM SaaS SaaS PC SaaS CRM SaaS CRM CRM PC CRM CRM SAP SaaS Salesforce Xtools SaaS 365 7 7 7 CRM SaaS SaaS SaaS CRM SaaS CRM PC PC SaaS SaaS CRM 1 2 3 4 9 9 9 2014 6.48 5.6 11.4%PC CRM 2011-2018 2011-2014 CNNIC 5.1 5.6 6.2 6.5 6.8 7.0 7.2 7.3 3.6 4.2 5.0 5.6 6.0 6.3 6.5 6.6 12.3%9.9%9.6%5.0%4.0%3.7%2.9%1.4%17.5%18.1%19.0%11.4%8.4%4.3%3.2%2.2%2011 2012 2013 2014 2015e 2016e 2017e 2018e 10 10 10 2014 7.8 34.3%2011-2018 2.0 3.6 5.8 7.8 9.5 10.6 11.3 11.8 150.0%81.2%60.3%34.3%21.8%11.6%6.6%4.4%2011 2012 2013 2014e2015e2016e2017e2018e%11 11 11 2014 2134.8 115.5%2018 1 PC 2011-2018 1.2.2012Q2 3.2011Q4 4.2014 Q4 301.2 555.2 990.7 2134.8 3776.0 5966.3 8734.1 11466.5 75.0%84.3%78.5%115.5%76.9%58.0%46.4%31.3%2011 2012 2013 2014e2015e2016e2017e2018e%12 12 12 PC 2015 6 PC 30%Pad 70%PC 2015 6 PC App Pad App 1.iUserTracker.2015.6 40 2.mUserTracker 2015.6 15 iOS Android App 64.9%PC 29.6%Pad App 5.5%70.4%13 13 13 2015+1000%+23.3%+115.4%+200%+6.5%+26.0%+50%+3.8%+14.5%+20%+1.7%+6.3%+0%+0%+0%+0%0%0%2015 76.9%15.9%SaaS 47.0%CRM 180.6%33.5%14 14 14 8.0 7.0 18.0 57.0 48.0 2011 2012 2013 2014 2015 57.0 89.0 139.0 528.0 411.0 2011 2012 2013 2014 2015 IT 2015 8 28 2014 2014 2014 2013 2014 2015 2014 2011-2015 2011-2015 15 15 15 CRM 1 2 3 5 10%15%5 16 16 16 CRM CRM SaaS*SaaS*17 17 17 CRM CRM OA PC PC/BI 18 18 18 CRM CRM CRM CRM CRM CRM CRM 1 2 3 4 20 20 20 CRM CRM 2C 2B CRM CRM 21 21 21 1 BAT 2C 2 1 CRM 2 CRM CRM 22 22 22 Salesforce 1 CRM SaaS CRM 2 CRM CRM 3 1 2 3 CRM Salesforce 23 23 23 1 2 CRM 3 1 2 3 CRM CRM CRM 365 24 24 24 CRM+CRM CRM CRM CRM CRM 1 2 1 2 25 25 25 CRM CRM SaaS CRM 1*2 3 CRM CRM SaaS ARPU CRM CRM CRM CRM ARPU 26 26 26 CRM CRM 2015 8 31 C+SaaS SaaS SaaS 1.0 C+B 2014 9 IT C 27 27 27 CRM PC PC CRM CRM PC CRM PC PC CRM PC CRM PC PC PC PC 28 28 28 CRM CRM SaaS CRM 1 SaaS CRM 2 PC 3 CRM 2014-2015 CRM 29 29 29 CRM CRM CRM CRM CRM CRM 01 02 03 SaaS CRM SaaS CRM SaaS 30 30 30 CRM C 2014 221.6 16.0%SaaS 2011-2018 Saas 191.0 221.6 256.8 294.0 334.6 30.2 44.2 63.5 95.3 141.9 17.5%16.0%15.9%14.5%13.8%33.5%46.6%47.0%50.0%49.0%2013 2014 2015e 2016e 2017e Saas 31 31 31 CRM CRM CRM 2014 2014 2015-2016 CRM PC PC 2013-2017 CRM 0.5 1.9 5.4 11.0 17.6 274.2%180.6%105.5%60.2%2013 2014 2015e 2016e 2017e CRM%32 32 32 CRM CRM CRM CRM CRM SaaS CRM CRM CRM 2014-2015 CRM CRM SaaS CRM 2013-2017 CRM 9.6 23.6 45.3 73.7 95.9 146.4%91.8%62.5%30.2%2013 2014 2015e 2016e 2017e CRM%33 33 33 CRM CRM 2014 PC SaaS 2015 CRM 1 2014 2 CRM 1 2 3 4 35 35 35 Salesforce 365 CRM 36 36 36 Salesforce Salesforce 1999 3(CRM)Salesforce 2004 6 CRM 1.1 2004 1.75 13,900 227,000 2012 20 22.6 Salesforce 2013 100 Salesforce 19 Google SAS Qualcomm Salesforce 37 37 37 Salesforce1 2013 Salesforce Salesforce1 Salesforce1 S Salesforce Chatter CRM Salesforce PC PC PC Salesforce 38 38 38 1 CRM SaaS SaaS 2 1 PC CRM 2 3.1 5.0 7.5 10.8 13.1 16.6 22.7 30.5 40.7 53.7 75.7%60.4%50.6%43.8%21.3%26.9%36.8%34.6%33.5%32.0%20062007200820092010201120122013201420152006-2015 Salesforce%Salesforce 39 39 39,CRM 二 零 零 九 二 零 一 一 CRM 二 零 一 一 CRM 二 零 一 三 365 40 40 40 CRM SaaS 834218 CRM 7,99.99%API CRM 36Kr 2011 D API 365 2013 41 41 41,32 SAP IBM 36Kr 365,24 11 42 42 42 40 40000 CRM-43 43 43 2009 2015 40 40000,32 7 28 11 13 40 1.05 42 7 PDCA 44 44 44 SaaS CRM 40+45 45 45 1 32 2 2015 7 3 2015 11 13 SaaS 834218 CRM/2010 6 2010 6 2011 5 Pre A 2013 6 Pre A 2013 11 A 2014 9 B 2014 9 B 2015 4 C 2015 4 C 2015 7 C+2015 7 C+2015 7 C+46 46 46 2011 7 CRM CRM CRM SFA 36Kr 日程管理，审 批流程 效率提升 销 售漏斗 客 户 管理 商 业 智能 47 47 47 CRM LBS CRM 5 48 48 48/2012 12 2013 8 A 2014 7 B 2015 3 C 1500 1 2 3 4 1 2 49 49 49 2011 2015 7 D IDG DCM 2014 10 1000 6000 CCTV 50 50 50 Yammer 2013 Salesforce,2013 CRM 2015 D IT CRM CRM 51 51 51/2012 10 A IDG 2014 7 B IDG CSIC 1000 2014 12 C DCM IDG 5000 2015 7 D IDG DCM 1 1 2 3 1 CRM 2 52 52 52 2013 365 365 365 CRM 365 365 22000 365 50 53 53 53 365 365 FMCG 免费版 定位版 快消版 定制版 54 54 54 365/2014 11 A 200 1 2 3 365 55 55 55 CRM+1998 5.6 2 A B C 56 56 56 CRM SaaS APP IT B D F A C E 57 57 57 CRM CRM CRM CRM SaaS SaaS CRM 1.2.3.iUserTracker mUserTracker PV UV 58 58 58 2002 400-026-2099
