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2022-2023 CRM 2 1 2 3 4 5 2021 SaaS CNNIC IBM 737 991 1304 47.9%40.1%48.7%36.9%34.5%31.5%2018 2019 2020 2021e 2022e 2023e SaaS SaaS%75%40%20%35.4%38.4%46.2%55.9%59.2%2017.12 2018.12 2020.3 2020.12 2021.6%B2B 50 85 CRM B2B 65 NO.2 B2C SaaS SaaS 538 362 243 NO.1 C 2017-2021 71.0%74.6%76.5%79.8%78.3%CRM CRM 1 SaaS CRM SaaS 2 B2B PC C C 2B 2C 2B 3 CRM CRM 2018-2023 SaaS B2B CRM CRM CRM CRM CRM CRM CRM CRM CRM CRM CRM STP-CRM SaaS+PaaS+CRM B/C CRM SaaS 2015 SaaS SaaS CRM SaaS CRM SaaS CRM CRM 2016 B D CRM CRM 2012-2021 CRM 5%7%6%9%10%14%10%25%37%30%18%13%10%6%9%9%40%35%38%45%39%24%29%25%15%13%19%19%22%20%27%5%8%13%38%38%3%3%11%16%20%11%4%11%23%32%27%3%4%7%8%6%8%11%6%5%A B C D 3%6%3%2%4%6%4.2 3.5 85.0 42.1 35.9 32.6 36.6 58.5 54.6 86.1 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 E F 12 28 51 95 1%2%2%1%2%4%1%69 10%49 48 38 35 40 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 IT 41.4%10.3%27.6%2011-2014 2019-2021 2015-2018 2000-2010 75.9%24.1%CRM 19 5 1 1 1 1 1/4 1 5 7 5 B 3 3 1 Pre-A A B C D E AI 20.7%CRM 2021 ERP OA CRM CRM CRM CRM AI 2021 CRM IT 1 2 3 4 5 CRM Push EDM/SMS CRM CRM CRM PC CRM CRM-CRM CRM-CRM/-33000 39000 42000 45000 48000 40000 60000 80000 100000 CRM/SaaS/PaaS 20000 1 2 3 4 5 CRM SaaS/PaaS CRM 1.20 3000/CRM 20000 10 1000 10%SaaS/PaaS CRM 1000 2.IP SaaS PaaS SaaS/PaaS CRM SaaS PaaS CRM IT SaaS PaaS CRM CRM CRM B2B/B2C 2B 2C B2B B2C CRM B2B CRM B2B CRM B2C CRM B2B B2C CRM B2B ERP OA B2C CRM/CRM CRM CRM CRM CRM CRM$8.71 41%CRM-42%CRM LinkedIn IBM Nucleus Research CRM CRM CRM 300%47%20%-40%1 2 3 4 5 2021 150 2021 CRM 156 2020 16.5%2020 IT CRM CRM CRM 2023 10%CRM 2024 250 2017-2024 CRM 258 227 192 156 134 121 100 83 20.1%21.4%10.2%16.5%23.4%17.9%13.9%2017 2018 2024e 2019 2020 CRM 2021 2022e 2023e CRM%1.CRM CRM SCRM CRM SCRM 2.CRM logo CRM CRM CRM CRM SCRM 18 CRM SCRM 2021 CRM SaaS/PaaS CRM 50%CRM 60%2015 SCRM CRM 7.2%10%2021 CRM IT 75%25%CRM 60%40%2015-2021 SCRM CRM CRM 90%SCRM 10%5.3%6.1%6.0%6.4%6.6%6.9%7.2%2015 2016 2020 2021 2017 2018 2019 SCRM CRM%/1 SCRM 70%30%CRM TurboCRM MyCRM 1999-2004 2004-2007 2007-2014 2014-CRM CRM CRM EC SaaS CRM CRM SaaS CRM CRM 1.0 CRM 2.0 CRM 3.0 CRM 4.0 PC SaaS CRM 20 PC C2C Copy to China CRM CRM4.0 CRM CRM 2030 IPv6 2017.1 2017.2 2017.7 2017.8 2017.11 2018.1+5G 2021-2023 5G IPv6 AI 5G IPv6 CRM CRM 2017-2021 2019.4 2019.5 2019.7 2019.8 2020.9 2021.7 2021.8 2021.11 2023 5G -IT CRM CRM 2016-2020 IT 17.6 21.1 24.9 28.7 31.7 5.2 6.1 6.4 7.1 7.5 2016 2017 2018 2019 2020 EQUINIX 47%COVID-19 2020-2021 12%COVID-19 41%42%2020-20221 IT 16%IT 42%1980s CRM 1980s ConductorSoftware Rolodex 1990s SFA SFA Siebel Systems 1995 CRM SFA 1990s CRM 1999 Siebel Systems CRM 1999 SaaS CRM Salesforce 2004 CRM SugarCRM CRM 2007 CRM S SaaS Web CRM 2000s CRM CRM 2010s CRM 2017 CRM Lighting AppExchange Lighting CRM 20 CRM CRM CRM CRM CRM SaaS CRM CRM CRM CRM AI 31.3%CRM 53.4%68.1%78.9%CRM CRM CRM CRM SaaS SaaS CRM B CRM CRM SaaS SaaS CRM 53.4%CRM CRM 100 4 SMB Group Forrester 31 TCO CRM CRM TCO 15%CRM TCO 30%1 CRM 2 CRM CRM 2.6%5.2%12.3%85.1%23.7%22.7%48.5%IT CRM CRM CRM UE CRM CRM CRM CRM CRM VS 1 2 3 4 5 360 QQ-QQ SOP SOP CDP Customer Data Platform-MA Marketing Automation-SCRM Social CRM-CRM-CDP-MA-SCRM CDP ID-mapping 360 NLP/A/B MA SOP CRM SCRM BI OKKI CRM Lite OKKI CRM Pro OKKI CRM Smart AI 2013 CRM OKKI CRM OKKI OKKI CRM OEM ODM 1.2+10+OKKI CRM 9 OKKI GDP20%B2B 1V1 NPS 360+2B 2C ToB ToC CDP CRM 22 3 CRM IT CRM CRM SCRM CRM AI CRM AI CRM-CRM SaaS SaaS SaaS SCRM SCRM 360 SCRM 5G SEM KOL APP IP SCRM KPI WEB APP API +SOP B C SCRM SCRM SCRM 1 2 3 4 5 A.B.C.1.2.3.6.4.5.N.1 2+CRM 5G CRM A-C 1-N CRM 7.5G CRM CRM CRM CRM CRM CRM CRM CRM CRM()CRM CDP ERP DMP OA MA SFA CSM CRM 1+12 CRM/CRM CRM CRM CEM PRM APP ROI PV CRM PRM CEM CRM CRM CRM CRM CRM T H A N K Y O U
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