01. Executive Summary 02. Introduction 03. Market Coverage Market Overview Product Offerings 04. Market Landscape 04.1 Global Cloud-based Customer Management Services Market Forecast 04.2 Global Public Cloud Services Market 04.3 Five Forces Analysis 05. Geographical Segmentation 06. Vendor Landscape 07. Buying Criteria 08. Market Growth Drivers 09. Drivers and their Impact 10. Market Challenges 11. Impact of Drivers and Challenges 12. Market Trends 13. Key Vendor Analysis 13.1 Microsoft Corp. Business Overview Key Information SWOT Analysis 13.2 Oracle Corp. Business Overview Key Information SWOT Analysis 13.3 Pegasystems Inc. Business Overview Key Information SWOT Analysis 13.4 Salesforce.com Inc. Business Overview Key Information SWOT Analysis 14. Other Reports in this Series List of Exhibits Exhibit 1: Global Cloud-based Customer Management Services Market 2012-2016 (US$ billion) Exhibit 2: Global Public Cloud Services Market 2012-2016 (US$ billion) Exhibit 3: Global Cloud-based Customer Management Services Market by Geographical Segmentation 2012

Microsoft Corp., Oracle Corp., Pegasystems Inc., Salesforce.com Inc., Amazon.com Inc., Amdocs Ltd., Astute Solutions Inc., Google Inc., IBM Corp., NetSuite Inc., Nice Systems Ltd., SAP AG, and Sword Ciboodle Ltd.