Page 1: Executive Summary Introduction Page 2: What is CRM, Advantages of CRM Page 3: Basic CRM Framework Page 4-5: Features of an Ideal CRM Page 6: CRM Modules Page 7: Types of CRM Page 8: Social CRM Page 9: CRM Adoption Process Market Overview Page 10: Market Overview - Market size in India, focus area, CRM market growth Page 11: Scope of CRM - Opportunities of CRM in Various Industry Verticals Page 12: CRM in SMBs - CRM adoption amongst SMBs, IT spend by SMBs Page 13: CRM & other IT solution adoption amongst SMBs - Aspects facilitating & working against CRM adoption amongst SMBs Page 14-16: Cloud Solutions - Key Cloud Based Trends, CRM System Integrators & Independent Software Vendor Drivers & Challenges Page 17: Drivers & Challenges - Summary Page 18-19: Drivers Page 20: Challenges CRM Selection Criteria Page 21-22: CRM Selection Criteria - Deciding factors for CRM adoption Major CRM Players Page 23: Profile of Major CRM Players in India - Summary Page 24-37: Major CRM Players in India Major CRM Users Page 38: Major CRM Users in India Key Trends & Development Page 39: Key Trends - Trends related to CRM in India Caste Studies Page 40-44: Case Studies on CRM Adoption Strategic Recommendation Page 45-46: Strategic Recommendations