01. Executive Summary 02. List of Abbreviations 03. Introduction 04. Market Research Methodology 04.1 Market Research Process 04.2 Research Design 04.3 Research Methodology 05. Scope of the Report 05.1 Market Overview 05.2 Product Offerings 06. Market Landscape 06.1 Market Size and Forecast 06.2 Five Forces Analysis 07. Market by Category Segmentation 08. Global Business Intelligence Tools Market 08.1 Market Size and Forecast 08.2 Geographical Segmentation 08.3 BI Tools Market in the Americas Market Size and Forecast 08.4 BI Tools Market in the EMEA Region Market Size and Forecast 08.5 BI Tools Market in the APAC Region Market Size and Forecast 09. Global Sales Automation Market 09.1 Market Size and Forecast 09.2 Geographical Segmentation 09.3 Sales Automation Market in the Americas Market Size and Forecast 09.4 Sales Automation Market in the EMEA Region Market Size and Forecast 09.5 Sales Automation Market in the APAC Region Market Size and Forecast 10. Global Customer Service Market 10.1 Market Size and Forecast 10.2 Geographical Segmentation 10.3 Customer Service Market in the Americas Market Size and Forecast 10.4 Customer Service Market in the EMEA Region Market Size and Forecast 10.5 Customer Service Market in the APAC Region Market Size and Forecast 11. Global Marketing Automation Market 11.1 Market Size and Forecast 11.2 Geographical Segmentation 11.3 Marketing Automation Market in the Americas Market Size and Forecast 11.4 Marketing Automation Market in the EMEA Region Market Size and Forecast 11.5 Marketing Automation Market in the APAC Region Market Size and Forecast 12. Global E-commerce Software Market 12.1 Market Size and Forecast 12.2 Geographical Segmentation 12.3 E-commerce Market in the Americas Market Size and Forecast 12.4 E-commerce Market in the EMEA Region Market Size and Forecast 12.5 E-commerce Market in the APAC Region Market Size and Forecast 13. Geographical Segmentation 13.1 Big Customer Market in the Americas Market Size and Forecast 13.2 Big Customer Market in the EMEA Region Market Size and Forecast 13.3 Big Customer Market in the APAC Region Market Size and Forecast 14. Key Leading Countries 14.1 USA 14.2 Germany 14.3 Japan 15. Vendor Landscape 15.1 Competitive Scenario 15.2 Market Share Analysis 2012 15.3 Other Prominent Vendors 16. Buying Criteria 17. Market Growth Drivers 18. Drivers and their Impact 19. Market Challenges 20. Impact of Drivers and Challenges 21. Market Trends 22. Key Vendor Analysis 22.1 IBM Corp. Business Overview Major Mergers and Acquisitions Product Portfolio Business Segmentation SWOT Analysis 22.2 Microsoft Corp. Business Overview Major Mergers and Acquisitions Product Portfolio Business Segmentation SWOT Analysis 22.3 Oracle Corp. Business Overview Major Mergers and Acquisitions Product Portfolio Business Segmentation SWOT Analysis 22.4 SAP AG Business Overview Major Mergers and Acquisitions Product Portfolio Business Segmentation SWOT Analysis 23. Other Reports in this Series List of Exhibits Exhibit 1: Market Research Methodology Exhibit 2: Global Big Customer Market 2012-2016 (US$ billion) Exhibit 3: Global Big Customer Market by Category Segmentation 2012 Exhibit 4: Global Business Intelligence Tools Market 2012–2016 (US$ billion) Exhibit 5: Global Business Intelligence Tools Market by Geographical Segmentation 2012 Exhibit 6: BI Tools Market in the Americas 2012-2016 (US$ billion) Exhibit 7: BI Tools Market in the EMEA 2012-2016 (US$ billion) Exhibit 8: BI Tools Market in the APAC 2012-2016 (US$ billion) Exhibit 9: Global Sales Automation market 2012-2016 (US$ billion) Exhibit 10: Global Sales Automation Market by Geographical Segmentation 2012 Exhibit 11: Sales Automation Market in the Americas 2012-2016 (US$ billion) Exhibit 12: Sales Automation Market in the EMEA Region Exhibit 13: Sales Automation Market in the APAC Region Exhibit 14: Global Customer Service Market 2012-2016 (US$ billion) Exhibit 15: Global Customer Service Market by Geographical Segmentation 2012 Exhibit 16: Customer Service Market in the Americas 2012-2016 (US$ billion) Exhibit 17: Customer Service Market in the EMEA Region 2012-2016 (US$ billion) Exhibit 18: Customer Service Market in the APAC Region 2012-2016 (US$ billion) Exhibit 19: Global Marketing Automation Market 2012-2016 (US$ billion) Exhibit 20: Global Marketing Automation Market by Geographical Segmentation 2012 Exhibit 21: Marketing Automation Market in the Americas 2012-2016 (US$ billion) Exhibit 22: Marketing Automation Market in the EMEA 2012-2016 (US$ billion) Exhibit 23: Marketing Automation Market in the APAC 2012-2016 (US$ billion) Exhibit 24: Global E-commerce Software Market 2012-2016 (US$ billion) Exhibit 25: Global E-commerce Software Market by Geographical Segmentation 2012 Exhibit 26: E-commerce Market in the Americas 2012-2016 (US$ billion) Exhibit 27: E-commerce Market in the EMEA 2012-2016 (US$ billion) Exhibit 28: E-commerce Market in the APAC Region 2012-2016 (US$ billion) Exhibit 29: Global Big Customer Market by Geographical Segmentation 2012 Exhibit 30: Big Customer Market in the Americas 2012-2016 (US$ billion) Exhibit 31: Big Customer Market in the EMEA 2012-2016 (US$ billion) Exhibit 32: Big Customer Market in the APAC 2012-2016 (US$ billion) Exhibit 33: Global Big Customer Market by Vendor Segmentation 2012 Exhibit 34: List of Companies Acquired by Major Vendors in Big Customer Market Exhibit 35: Business Segmentation of IBM Corp. Exhibit 36: Business Segmentation of Microsoft Corp. Exhibit 37: Business Segmentation of Oracle Corp. Exhibit 38: Business Segmentation of SAP AG

IBM Corp., Microsoft Corp., Oracle Corp., and SAP AG.,Adobe Systems Inc., Demandware Inc., ExactTarget Inc., Eloqua Inc., Hybris Software, Marketo Inc., MicroStrategy Inc., NetSuite Inc., Salesforce.com, SAS Institute Inc., and WebTrends Corp.