Market Research Reports and Industry Reports

Loyalty Management Market by Type of Solution (Customer Loyalty, Employee Retention and Channel Loyalty), by Deployment Model, by Organization Size, by Vertical and Region - Global Forecast to 2020

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The loyalty management market is estimated to reach USD 4.0 billion by 2020, at a CAGR of 23.2% during the forecast period. This significant CAGR rate is owing to various factors driving this market which include frequent shift of consumers’ demography and increase in the number of card holders, among others.

Banking, Financial Services, and Insurance (BFSI), retail and consumer goods, and travel & hospitality are the top three verticals in the loyalty management market. The new rules and regulations such as Credit CARD act 2009 and Durbin Amendment in the banking industry, the shift of consumers’ demography and the increase in the number of loyalty programs in airlines are the major reasons for the growth of these verticals.

Among the various types of solutions, the customer loyalty solutions have gained traction across all industries. This is because organizations are looking for various customer retention programs to increase customer engagement and improve customer loyalty.

Break down of primary research interactions:

To determine and verify the market size for several segments and sub-segments gathered through secondary research, extensive primary interviews were conducted with key business personnel and below are the details:

• By Company Type - Tier 1 (25%), Tier 2 (35%) and Tier 3 (40%)
• By Designation - C-level (65%), Director level (25%) and other executives (10%)
• By Region-North America (60%), Europe (20%), and APAC (20%).

There are various opportunities which offer a lucrative chance for loyalty management solution vendors to expand their business footprint. The increased investments on card loyalty technologies by organizations and the increased sophistication of online reward management programs are few of the opportunities in this market.

The report highlights the top vendors in this market space, such as, Oracle Corporation, IBM Corporation, SAP SE, Alcatel-Lucent, Aimia Inc., Fidelity Information Services, Comarch, Maritz Holding Inc., MicroStrategy Inc., and TIBCO Software Inc. (Tibco Loyalty Lab).

The loyalty management report is expected to help the market leaders/new entrants in this market in the following ways:

1. The loyalty management report segments the market into type, deployment models, organization size, verticals, and regions covering this market comprehensively. The report provides the closest approximations of the revenue numbers for the overall market and the sub-segments.

2. The loyalty management report will help them better understand the competitors and gain more insights to better position their business. There is a separate section on competitive landscape that includes competitors’ ecosystem and their roles in the market. Besides, there are company profiles of the top 10 players in this market. In this section, market internals are provided that can put them ahead of the competitors.

This report on loyalty management will help them understand the overall growth trends prevailing in the market. The report also provides information and analysis on the key market drivers, restraints, challenges, and opportunities in the market.

1 INTRODUCTION 14
1.1 OBJECTIVES OF THE STUDY 14
1.2 MARKET DEFINITION 14
1.3 MARKET SCOPE 14
1.3.1 MARKETS COVERED 15
1.3.2 YEARS CONSIDERED FOR THE STUDY 15
1.4 CURRENCY 16
1.5 LIMITATIONS 16
1.6 STAKEHOLDERS 16
2 RESEARCH METHODOLOGY 17
2.1 RESEARCH DATA 17
2.1.1 SECONDARY DATA 18
2.1.1.1 Key data from secondary sources 18
2.1.2 PRIMARY DATA 19
2.1.2.1 Key data from primary sources 19
2.1.2.2 Key industry insights 20
2.1.2.3 Breakdown of primaries 21
2.2 MARKET SIZE ESTIMATION 21
2.3 MARKET BREAKDOWN AND DATA TRIANGULATION 23
2.4 RESEARCH ASSUMPTIONS 24
3 EXECUTIVE SUMMARY 25
4 PREMIUM INSIGHTS 28
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE LOYALTY MANAGEMENT MARKET 28
4.2 LOYALTY MANAGEMENT MARKET: MARKET SHARE OF TOP THREE SOLUTIONS
AND VERTICALS 29
4.3 LIFECYCLE ANALYSIS, BY REGION 29
4.4 MARKET INVESTMENT SCENARIO 30
5 MARKET OVERVIEW 31
5.1 INTRODUCTION 32
5.2 MARKET SEGMENTATION 32
5.3 MARKET DYNAMICS 33

5.3.1 DRIVERS 34
5.3.1.1 Frequent shift of consumers’ demographic 34
5.3.1.2 Significant rise in mobile technology 34
5.3.1.3 The increasing focus of loyalty programs on customer segmentation 34
5.3.1.4 Increase in numbers of card holders 34
5.3.2 RESTRAINTS 35
5.3.2.1 Low awareness of the benefits of loyalty programs 35
5.3.2.2 Government rules and regulations 35
5.3.3 OPPORTUNITIES 35
5.3.3.1 Increase in the investment in card loyalty systems technology 35
5.3.3.2 Increased sophistication of online reward management solution 35
5.3.4 CHALLENGES 36
5.3.4.1 Challenge to choose between build, buy and partner 36
5.3.4.2 Cons of loyalty programs based on customer segmentation 36
6 INDUSTRY TRENDS 37
6.1 INTRODUCTION 37
6.2 VALUE CHAIN 37
6.3 STRATEGIC BENCHMARKING 38
6.4 SUPPLY-SIDE ANALYSIS 39
7 LOYALTY MANAGEMENT MARKET ANALYSIS, BY SOLUTION 41
7.1 INTRODUCTION 42
7.2 CUSTOMER LOYALTY 43
7.2.1 CUSTOMER ACCOUNT MANAGEMENT 43
7.2.2 CUSTOMER ACTIVITY REPORTING 43
7.2.3 DISCOUNT MANAGEMENT 43
7.2.4 CARD PROGRAM MANAGEMENT 43
7.3 EMPLOYEE RETENTION 45
7.3.1 PERFORMANCE MANAGEMENT 45
7.3.2 EMPLOYEE RECOGNITION 46
7.3.3 REWARD PROGRAM MANAGEMENT 46
7.4 CHANNEL LOYALTY 47
7.4.1 CHANNEL PARTNER MANAGEMENT 48
7.4.2 INCENTIVE MANAGEMENT 48
8 LOYALTY MANAGEMENT MARKET ANALYSIS, BY DEPLOYMENT MODEL 50
8.1 INTRODUCTION 51
8.2 ON-PREMISES 52
8.3 ON-DEMAND 53

9 LOYALTY MANAGEMENT MARKET ANALYSIS, BY ORGANIZATION SIZE 54
9.1 INTRODUCTION 55
9.2 SMALL AND MEDIUM-SIZED ENTERPRISE 56
9.3 LARGE ENTERPRISE 56
10 LOYALTY MANAGEMENT MARKET ANALYSIS, BY VERTICAL 58
10.1 INTRODUCTION 59
10.2 BANKING, FINANCIAL SERVICES AND INSURANCE (BFSI) 60
10.3 HEALTHCARE AND LIFE SCIENCES 62
10.4 RETAIL AND CONSUMER GOODS 63
10.5 MANUFACTURING 65
10.6 TRAVEL AND HOSPITALITY 66
10.7 IT AND TELECOMMUNICATION 68
10.8 MEDIA AND ENTERTAINMENT 69
10.9 GOVERNMENT 71
10.10 OTHERS 72
11 GEOGRAPHIC ANALYSIS 74
11.1 INTRODUCTION 75
11.2 NORTH AMERICA 76
11.3 EUROPE 79
11.4 ASIA-PACIFIC 81
11.5 MIDDLE EAST AND AFRICA 83
11.6 LATIN AMERICA 85
12 COMPETITIVE LANDSCAPE 87
12.1 OVERVIEW 87
12.2 COMPETITIVE SITUATION AND TRENDS 88
12.2.1 NEW PRODUCT LAUNCHES 89
12.2.2 PARNERSHIPS, COLLABORATIONS, AND AGREEMENTS 90
12.2.3 ACQUISITIONS 90
12.2.4 VENTURE CAPITAL FUNDING 91
13 COMPANY PROFILES 92
(Overview, Products & Services, Strategies & Insights, Developments and MnM View)*
13.1 INTRODUCTION 92
13.2 ORACLE CORPORATION (ORACLE) 93
13.3 IBM CORPORATION 96
13.4 SAP SE 99
13.5 ALCATEL-LUCENT 101
13.6 AIMIA INCORPORATION (AIMIA) 104
13.7 FIS (FIDELITY INFORMATION SERVICES) 107
13.8 COMARCH 109
13.9 MARITZ HOLDINGS INC. (MARTIZ) 111
13.10 MICROSTRATEGY INC. 113
13.11 TIBCO SOFTWARE, INC. 115
*Details on Overview, Products & Services, Strategies & Insights, Developments and MnM View might not be captured in case of unlisted companies.
14 APPENDIX 117
14.1 KEY INSIGHTS 117
14.2 DISCUSSION GUIDE 118
14.3 INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE 121
14.4 AVAILABLE CUSTOMIZATIONS 122
14.5 RELATED REPORTS 123


List Of Tables

TABLE 1 OVERALL LOYALTY MANAGEMENT MARKET SIZE AND GROWTH RATE,
2013-2020 (USD BILLION, Y-O-Y %) 25
TABLE 2 LOYALTY MANAGEMENT MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION) 42
TABLE 3 CUSTOMER LOYALTY: LOYALTY MANAGEMENT MARKET SIZE, BY VERTICAL,
2013-2020 (USD MILLION) 44
TABLE 4 CUSTOMER LOYALTY: LOYALTY MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 44
TABLE 5 CUSTOMER LOYALTY: LOYALTY MANAGEMENT MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 45
TABLE 6 EMPLOYEE RETENTION: LOYALTY MANAGEMENT MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION) 46
TABLE 7 EMPLOYEE RETENTION: LOYALTY MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 47
TABLE 8 EMPLOYEE RETENTION: LOYALTY MANAGEMENT MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 47
TABLE 9 CHANNEL LOYALTY: LOYALTY MANAGEMENT MARKET SIZE, BY VERTICAL,
2013-2020 (USD MILLION) 48
TABLE 10 CHANNEL LOYALTY: LOYALTY MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 49
TABLE 11 CHANNEL LOYALTY: LOYALTY MANAGEMENT MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 49
TABLE 12 LOYALTY MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODEL,
2013-2020 (USD MILLION) 51
TABLE 13 ON-PREMISE DEPLOYMENT MODEL: LOYALTY MANAGEMENT MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 52
TABLE 14 ON-DEMAND DEPLOYMENT MODEL: LOYALTY MANAGEMENT MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 53
TABLE 15 LOYALTY MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE,
2013-2020 (USD MILLION) 55
TABLE 16 SME MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 56
TABLE 17 LARGE ENTERPRISE MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 57
TABLE 18 LOYALTY MANAGEMENT MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION) 59
TABLE 19 BFSI: LOYALTY MANAGEMENT MARKET SIZE, BY SOLUTION,
2013-2020 (USD MILLION) 60
TABLE 20 BFSI: LOYALTY MANAGEMENT MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 61
TABLE 21 BFSI: LOYALTY MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODEL,
2013-2020 (USD MILLION) 61
TABLE 22 HEALTHCARE AND LIFE SCIENCES: LOYALTY MANAGEMENT MARKET SIZE,
BY SOLUTION, 2013-2020 (USD MILLION) 62
TABLE 23 HEALTHCARE AND LIFE SCIENCES: LOYALTY MANAGEMENT MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 62
TABLE 24 HEALTHCARE AND LIFE SCIENCES: LOYALTY MANAGEMENT MARKET SIZE,
BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 63
TABLE 25 RETAIL AND CONSUMER GOODS: LOYALTY MANAGEMENT MARKET SIZE,
BY SOLUTION, 2015-2020 (USD MILLION) 63
TABLE 26 RETAIL AND CONSUMER GOODS: LOYALTY MANAGEMENT MARKE SIZE,
BY REGION, 2013-2020 (USD MILLION) 64
TABLE 27 RETAIL AND CONSUMER GOODS: LOYALTY MANAGEMENT MARKET SIZE,
BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 64
TABLE 28 MANUFACTURING: LOYALTY MANAGEMENT MARKET SIZE, BY SOLUTION,
2013-2020 (USD MILLION) 65
TABLE 29 MANUFACTURING: LOYALTY MANAGEMENT MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 65
TABLE 30 MANUFACTURING: LOYALTY MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 66
TABLE 31 TRAVEL AND HOSPITALITY: LOYALTY MANAGEMENT MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION) 66
TABLE 32 TRAVEL AND HOSPITALITY: LOYALTY MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 67
TABLE 33 TRAVEL AND HOSPITALITY: LOYALTY MANAGEMENT MARKET SIZE,
BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 67
TABLE 34 IT AND TELECOMMUNICATION: LOYALTY MANAGEMENT MARKET SIZE,
BY SOLUTION, 2013-2020 (USD MILLION) 68
TABLE 35 IT AND TELECOMMUNICATION: LOYALTY MANAGEMENT MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 68
TABLE 36 IT AND TELECOMMUNICATION: LOYALTY MANAGEMENT MARKET SIZE,
BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 69
TABLE 37 MEDIA AND ENTERTAINMENT: LOYALTY MANAGEMENT MARKET SIZE,
BY SOLUTION, 2013-2020 (USD MILLION) 69
TABLE 38 MEDIA AND ENTERTAINMENT: LOYALTY MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 70
TABLE 39 MEDIA AND ENTERTAINMENT: LOYALTY MANAGEMENT MARKET SIZE,
BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 70
TABLE 40 GOVERNMENT: LOYALTY MANAGEMENT MARKET SIZE, BY SOLUTION,
2013-2020 (USD MILLION) 71
TABLE 41 GOVERNMENT: LOYALTY MANAGEMENT MARKET SIZE, BY REGION,
2014-2020 (USD MILLION) 71
TABLE 42 BFSI: LOYALTY MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODEL,
2013-2020 (USD MILLION) 72
TABLE 43 OTHERS: LOYALTY MANAGEMENT MARKET SIZE, BY SOLUTION,
2013-2020 (USD MILLION) 72
TABLE 44 OTHERS: LOYALTY MANAGEMENT MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 73
TABLE 45 OTHERS: LOYALTY MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODEL,
2013-2020 (USD MILLION) 73
TABLE 46 LOYALTY MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 75
TABLE 47 NORTH AMERICA: LOYALTY MANAGEMENT MARKET SIZE, BY VERTICAL,
2013-2020 (USD MILLION) 78
TABLE 48 NORTH AMERICA: LOYALTY MANAGEMENT MARKET SIZE, BY SOLUTION,
2013-2020 (USD MILLION) 78
TABLE 49 NORTH AMERICA: LOYALTY MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 79
TABLE 50 EUROPE: LOYALTY MANAGEMENT MARKET SIZE, BY VERTICAL,
2013-2020 (USD MILLION) 79
TABLE 51 EUROPE: LOYALTY MANAGEMENT MARKET SIZE, BY SOLUTION,
2013-2020 (USD MILLION) 80
TABLE 52 EUROPE: LOYALTY MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODEL,
2013-2020 (USD MILLION) 80
TABLE 53 ASIA-PACIFIC: LOYALTY MANAGEMENT MARKET SIZE, BY VERTICAL,
2013-2020 (USD MILLION) 82
TABLE 54 ASIA-PACIFIC: LOYALTY MANAGEMENT MARKET SIZE, BY SOLUTION,
2013-2020 (USD MILLION) 82
TABLE 55 ASIA-PACIFIC: LOYALTY MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 83
TABLE 56 MIDDLE EAST AND AFRICA: LOYALTY MANAGEMENT MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION) 83
TABLE 57 MIDDLE EAST AND AFRICA: LOYALTY MANAGEMENT MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION) 84
TABLE 58 MIDDLE EAST AND AFRICA: LOYALTY MANAGEMENT MARKET SIZE,
BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 84
TABLE 59 LATIN AMERICA: LOYALTY MANAGEMENT MARKET SIZE, BY VERTICAL,
2013-2020 (USD MILLION) 85
TABLE 60 LATIN AMERICA: LOYALTY MANAGEMENT MARKET SIZE, BY SOLUTION,
2013-2020 (USD MILLION) 86
TABLE 61 LATIN AMERICA: LOYALTY MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 86
TABLE 62 NEW PRODUCT LAUNCHES, 2011–2015 89
TABLE 63 ACQUISITIONS, 2012–2015 91
TABLE 64 VENTURE CAPITAL FUNDING, 2012–2015 91


List Of Figures

FIGURE 1 RESEARCH DESIGN 17
FIGURE 2 BREAKDOWN OF PRIMARY INTERVIEWS : BY COMPANY, DESIGNATION,
AND REGION 21
FIGURE 3 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 22
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 22
FIGURE 5 GLOBAL LOYALTY MANAGEMENT MARKET: ASSUMPTIONS 24
FIGURE 6 THE EVOLUTION OF LOYALTY MANAGEMENT 25
FIGURE 7 TOP THREE SEGMENTS FOR LOYALTY MANAGEMENT MARKET 2015-2020 26
FIGURE 8 NORTH AMERICA HOLDS THE HIGHEST MARKET SHARE FOR THE YEAR 2015 27
FIGURE 9 GROWTH TREND OF LOYALTY MANAGEMENT MARKET (2015–2020) 28
FIGURE 10 CUSTOMER LOYALTY IS EXPECTED TO HOLD THE LARGEST MARKTE SHARE AMONG ALL SOLUTION SEGMENTS IN LOYALTY MANAGEMENT MARKET 29
FIGURE 11 GEOGRAPHIC LIFECYCLE ANALYSIS (2015): MIDDLE EAST AND AFRICA MARKET IS EXPECTED TO BE IN THE HIGH GROWTH PHASE IN THE COMING YEARS 29
FIGURE 12 MARKET INVESTMENT SCENARIO: EUROPE AND ASIA-PACIFIC RISE AS THE BEST OPPORTUNITY MARKETS FOR INVESTMENT IN THE NEXT FIVE YEARS 30
FIGURE 13 LOYALTY MANAGEMENT MARKET: MARKET SEGMENTATION 32
FIGURE 14 LOYALTY MANAGEMENT MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES,
AND CHALLENGES 33
FIGURE 15 LOYALTY MANAGEMENT: VALUE CHAIN ANALYSIS 38
FIGURE 16 STRATEGIC BENCHMARKING: LOYALTY MANAGEMENT 39
FIGURE 17 SUPPLY-SIDE ANALYSIS 39
FIGURE 18 CUSTOMER LOYALTY SOLUTION SEGMENT HOLDS THE LARGEST MARKET SHARE FOR THE YEAR 2015 42
FIGURE 19 LOYALTY MANAGEMENT MARKET, BY DEPLOYMENT MODEL 51
FIGURE 20 LARGE ENTERPRISES SEGMENT HOLDS THE LARGEST MARKET SHARE FOR THE YEAR 2015 55
FIGURE 21 BFSI SEGMENT HOLDS THE LARGEST MARKET SHARE FOR THE YEAR 2015 60
FIGURE 22 EUROPE AND ASIA-PACIFIC DEPICT GREAT OPPORTUNITIES FOR THE LOYALTY MANAGEMENT SOLUTION VENDORS 75
FIGURE 23 NORTH AMERICA HOLDS THE LARGEST MARKET SHARE FOR THE YEAR 2015 76
FIGURE 24 NORTH AMERICA HOLDS THE LARGEST MARKET SHARE IN THE LOYALTY MANAGEMENT MARKET 77
FIGURE 25 ASIA-PACIFIC OFFERS GREAT OPPORTUNITIES TO THE LOYALTY MANAGEMENT SOLUTION VENDORS 81
FIGURE 26 COMPANIES ADOPTED NEW PRODUCT DEVELOPMENT AS THE KEY GROWTH STRATEGY OVER THE PERIOD OF 2010–2015 87
FIGURE 27 NEW PRODUCT DEVELOPMENT IS THE KEY STRATEGY USED BY MAJOR MARKET PLAYERS 88
FIGURE 28 BATTLE FOR MARKET SHARE: NEW PRODUCT DEVELOPMENT IS THE KEY STRATEGY 89
FIGURE 29 GEOGRAPHIC REVENUE MIX OF TOP MARKET PLAYERS 92
FIGURE 30 ORACLE CORPORATION: COMPANY SNAPSHOT 93
FIGURE 31 ORACLE CORPORATION: SWOT ANALYSIS 95
FIGURE 32 IBM CORPORATION: COMPANY SNAPSHOT 96
FIGURE 33 IBM: SWOT ANALYSIS 98
FIGURE 34 SAP SE: COMPANY SNAPSHOT 99
FIGURE 35 SAP SE: SWOT ANALYSIS 100
FIGURE 36 ALCATEL-LUCENT: COMPANY SNAPSHOT 101
FIGURE 37 ALCATEL-LUCENT: SWOT ANALYSIS 103
FIGURE 38 AIMIA INC.: COMPANY SNAPSHOT 104
FIGURE 39 AIMIA: SWOT ANALYSIS 106
FIGURE 40 FIDELITY INFORMATION SERVICES: COMPANY SNAPSHOT 107
FIGURE 41 COMARCH: COMPANY SNAPSHOT 109
FIGURE 42 MICROSTRATEGY INCORPORATED: COMPANY SNAPSHOT 113
FIGURE 43 TIBCO SOFTWARE, INC.: COMPANY SNAPSHOT 115


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Reports Details

Published Date : Nov 2015
No. of Pages :124
Country :Global
Category :Telecommunications
Publisher :MarketsandMarkets
Report Delivery By :Email
Report Delivery Time :12 to 24 hours after placing the order.

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