ADAPT targets 7 p.c. CRM market share by 2007

Pragati Simlote

NEW DELHI: ADAPT Software IAP India Pvt Ltd is targeting seven percent share of the Indian CRM software market by 2007 and plans to expand its customer base to 250 by 2007.

IDC has projected that the total CRM market in India to be Rs 550 crore — Rs 600 crore by 2006.

ADAPT recently launched a new version of its Customer Relation Management (CRM) application, ADAPTcrm, designed and customized exclusively for Indian small and medium sized companies and feels that the Indian companies are now beginning to take taking CRM seriously.

The company has added inventory and quotation management system in its CRM software and launched a comprehensive customer self-service portal to further strengthen its offerings in the Indian market.

ADAPT plans to expand its India footprint to six locations by 2007. It currently has six partners in India and plans to appoint four more value added resellers (VARs) and 10 sales and marketing partners by 2006. Going further, it plans to increase the number of VARs to 30 by 2007.

ADAPT sales and marketing VP Sanjeev Sharma said, “Target verticals for the company include manufacturing, which is expected to contribute 70 percent of its business between 2005-06, distribution and retailing which is expected to contribute 20 percent of its business, while call center and services and consulting are expected to contribute five percent each.”

Enumerating the drivers of CRM in India, he added that a need for improved customer service would be the main driver for industry sectors that depend on the quality of their customer interactions to retain existing customers and win new ones. “High Global adoption is also likely to drive the MNCs to adopt CRM first in line with global implementations,” he further opined.

According to Sharma, in the Indian context, lack of customer orientation and poor existing IT infrastructure can prove as major inhibitors to CRM adoption.