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Social Customer Relationship Management (CRM) Market by Solution (Social Monitoring, Social Listening, Social Mapping, Social Measurements, Social Engagement, Social Middleware), by Deployment (Hosted, On Premise) Global Forecasts to 2019

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Advancements in Social CRM have made it faster, reachable and have also brought in vital information on business analytics. Enterprises are adopting social CRM as an additional channel in the overall CRM software solutions. Social CRM refers to a social layer on top of tradition CRM software solutions; these solutions provide enterprises with several advantages including increased transparency, better communication of business ideas and information, flexibility and performance. Major forces driving this market are the rising focus on customer engagement, emerging SMEs, social platforms and the recognition of sharing ideas on a real time basis. Enterprises are coming up with solutions for Social Monitoring, Social Listening, Social Middleware, Social Management and Social Measurement for providing the best in class customer experience to the customers. Today, CRM is not limited only for increasing sales and improving marketing activities, but to bring in more customer engagement with the enterprises.
 
 There is a surging need for enterprises to opt for solutions such as Social Monitoring, Social Listening, Social Middleware, Social Management and Social Measurement for increasing customer engagements. The North American market is expected to lead the market share for social CRM. In the longer term, the Asia Pacific market is expected to have increased social CRM adoption. This is largely due to the fact that SMEs in the region are growing at a rapid rate.
 
 Cloud adoption among enterprises is also forcing CRM solution providers to opt for hosted deployments for software across various verticals. While the recent rush was along verticals such as financial services, insurance, telecom and retail, the future is going to be positive for other verticals as well. The increase in market share of hosted CRM is directly credited to the increase in its value proposition.
 
 The overall global social CRM market is expected be $2.22 billion in 2014 and forecasted to be $17.92 billion by 2019 with a compound annual growth rate (CAGR) of 51.9% for 2014 to 2019.

1 INTRODUCTION
 1.1 OBJECTIVES OF THE STUDY
 1.2 MARKET DEFINITION
 1.3 MARKET SCOPE
 1.3.1 MARKETS COVERED
 1.3.2 YEARS CONSIDERED
 1.3.3 LIMITATIONS
 1.4 CURRENCY
 1.5 STAKEHOLDERS
 2 RESEARCH METHODOLOGY
 2.1 MARKET SIZE ESTIMATION
 2.2 MARKET BREAKDOWN AND DATA TRIANGULATION
 2.3 MARKET SHARE ESTIMATION
 2.3.1 KEY DATA FROM SECONDARY SOURCES
 2.3.2 KEY DATA FROM PRIMARY SOURCES
 2.4 ASSUMPTIONS
 3 EXECUTIVE SUMMARY
 4 PREMIUM INSIGHTS
 4.1 GLOBAL SOCIAL CRM MARKET SCENARIO
 4.2 SOCIAL CRM MARKET: TOP THREE SOLUTION SEGMENTS
 4.3 PRODUCT GROWTH MATRIX
 4.4 LIFECYCLE ANALYSIS, BY REGION, 2014
 4.5 CHASM PLOT
 4.6 GO–TO–MARKET STRATEGY
 4.7 ADOPTION ROADMAPS
 4.8 APAC SOCIAL CRM MARKET BY INDUSTRY
 5 MARKET OVERVIEW
 5.1 INTRODUCTION
 5.2 MARKET SEGMENTATION
 5.3 MARKET DYNAMICS
 5.3.1 DRIVERS
 5.3.1.1 Focus on enhancing customer engagement
 5.3.1.2 Emerging SMBs
 5.3.1.3 Ease to use CRM products and services
 5.3.2 RESTRAINTS
 5.3.2.1 Security and privacy of DATA
 5.3.2.2 Enterprise readiness
 5.3.3 OPPORTUNITIES
 5.3.3.1 Solutions for business specific problems
 5.3.3.2 Increasing use of BYOD devices
 5.3.4 CHALLENGES
 5.3.4.1 High patience required to realize the benefits of social CRM
 5.3.4.2 Difficulty in understanding the industry-specific jargons
 5.3.4.3 Sifting through the overload of information
 6 INDUSTRY TRENDS
 6.1 VALUE CHAIN ANALYSIS
 6.2 PORTER’S FIVE FORCES ANALYSIS
 6.2.1 THREAT OF NEW ENTRANTS
 6.2.2 THREAT OF SUBSTITUTES
 6.2.3 BARGAINING POWER OF SUPPLIERS
 6.2.4 BARGAINING POWER OF BUYERS
 6.2.5 INTENSITY OF RIVALRY
 7 SOCIAL CRM MARKET ANALYSIS, BY APPLICATION
 7.1 INTRODUCTION
 7.2 CUSTOMER SERVICE AND SUPPORT
 7.3 MARKETING
 7.4 SALES
 7.5 OTHERS (INNOVATIONS, COLLABORATIONS, CUSTOMER EXPERIENCE)
 8 SOCIAL CRM MARKET ANALYSIS, BY SOLUTION
 8.1 INTRODUCTION
 8.2 SOCIAL MONITORING AND SOCIAL LISTENING
 8.3 SOCIAL MAPPING
 8.4 SOCIAL MIDDLEWARE
 8.5 SOCIAL MANAGEMENT
 8.6 SOCIAL MEASUREMENT
 9 SOCIAL CRM MARKET ANALYSIS, BY DEPLOYMENT MODE
 9.1 INTRODUCTION
 9.2 HOSTED
 9.3 ON-PREMISES
 10 SOCIAL CRM MARKET ANALYSIS, BY END USER
 10.1 INTRODUCTION
 10.2 SMALL AND MEDIUM BUSINESSES (SMBS)
 10.3 ENTERPRISES
 11 SOCIAL CRM MARKET ANALYSIS, BY VERTICAL
 11.1 INTRODUCTION
 11.2 ACADEMIA AND GOVERNMENT
 11.3 AUTOMOTIVE, TRANSPORTATION, AND LOGISTICS
 11.4 BANKING , FINANCIAL SERVICES, AND INSURANCE (BFSI)
 11.5 CONSUMER GOODS AND RETAIL
 11.6 ENERGY, POWER, AND UTILITIES
 11.7 HEALTHCARE
 11.8 MANUFACTURING
 11.9 TELECOM AND IT
 11.10 OTHER VERTICALS
 12 GEOGRAPHIC ANALYSIS
 12.1 INTRODUCTION
 12.2 NORTH AMERICA (NA)
 12.3 EUROPE
 12.4 LATIN AMERICA (LA)
 12.5 ASIA-PACIFIC (APAC)
 12.6 MIDDLE EAST AND AFRICA (MEA)
 13 COMPETITIVE LANDSCAPE
 13.1 OVERVIEW
 13.2 PRODUCT PORTFOLIO COMPARISON
 13.3 COMPETITIVE SITUATION AND TRENDS
 13.4 MERGERS AND ACQUISITIONS
 13.5 NEW PRODUCT LAUNCHES
 13.6 PARTNERSHIPS, AGREEMENTS, JOINT VENTURES, AND COLLABORATIONS
 13.7 EXPANSIONS
 14 COMPANY PROFILES
 (Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
 14.1 INTRODUCTION
 14.2 IBM
 14.3 JIVE SOFTWARE
 14.4 LITHIUM
 14.5 ORACLE
 14.6 SALESFORCE
 14.7 MICROSOFT
 14.8 NETSUITE
 14.9 PEGASYSTEMS
 14.10 SAP
 14.11 SUGARCRM
 *Details on Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.
 15 APPENDIX
 15.1 INDUSTRY EXPERTS
 15.2 DISCUSSION GUIDE
 15.3 INTRODUCING RT: REAL TIME MARKET INTELLIGENCE
 15.4 AVAILABLE CUSTOMIZATIONS
 15.5 RELATED REPORTS 


List Of Tables

TABLE 1 SOCIAL CRM MARKET SIZE AND GROWTH, 2012-2019 ($MILLION, Y-O-Y %)
 TABLE 2 FOCUS ON CUSTOMER ENGAGEMENT IS PROPELLING THE GROWTH OF THE SOCIAL CRM MARKET
 TABLE 3 SECURITY AND PRIVACY CONCERNS ARE THE MAJOR OBSTACLES HAMPERING THE GROWTH OF THE SOCIAL CRM MARKET
 TABLE 4 INCREASING BYOD ADOPTION PROVIDES SIGNIFICANT OPPORTUNITY FOR VENDORS IN THE SOCIAL CRM MARKET
 TABLE 5 SIFTING THROUGH THE OVERLOAD OF INFORMATION IS A MAJOR CHALLENGE FOR THE SOCIAL CRM MARKET
 TABLE 6 GLOBAL SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012–2019 ($MILLION)
 TABLE 7 CUSTOMER SERVICE AND SUPPORT: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 8 CUSTOMER SERVICE AND SUPPORT: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012–2019 ($MILLION)
 TABLE 9 CUSTOMER SERVICE AND SUPPORT: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT, 2012–2019 ($MILLION)
 TABLE 10 MARKETING: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 11 MARKETING: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012–2019 ($MILLION)
 TABLE 12 MARKETING: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT, 2012–2019, ($MILLION)
 TABLE 13 SALES: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 14 SALES: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012–2019 ($MILLION)
 TABLE 15 SALES: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT, 2012–2019 ($MILLION)
 TABLE 16 OTHERS: SOCIAL CRM MARKET SIZE, BY TYPE, 2012–2019 ($MILLION)
 TABLE 17 OTHERS: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 18 OTHERS: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
 TABLE 19 OTHERS: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT, 2012–2019 ($BILLION)
 TABLE 20 SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012–2019 ($MILLION)
 TABLE 21 SOCIAL MONITORING AND SOCIAL LISTENING: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012–2019 ($MILLION)
 TABLE 22 SOCIAL MONITORING AND SOCIAL LISTENING: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 23 SOCIAL MAPPING: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012–2019 ($MILLION)
 TABLE 24 SOCIAL MAPPING: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 25 SOCIAL MIDDLEWARE: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012–2019 ($MILLION)
 TABLE 26 SOCIAL MIDDLEWARE: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 27 SOCIAL MANAGEMENT: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012–2019 ($MILLION)
 TABLE 28 SOCIAL MANAGEMENT: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 29 SOCIAL MEASUREMENT: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012–2019 ($MILLION)
 TABLE 30 SOCIAL MEASUREMENT: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 31 SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012–2019 ($MILLION)
 TABLE 32 HOSTED DEPLOYMENT: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 33 HOSTED DEPLOYMENT: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012–2019 ($MILLION)
 TABLE 34 ON-PREMISES DEPLOYMENT: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 35 ON-PREMISES DEPLOYMENT: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012–2019 ($MILLION)
 TABLE 36 SOCIAL CRM MARKET SIZE, BY END USER, 2012–2019 ($MILLION)
 TABLE 37 SMB: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012–2019 ($MILLION)
 TABLE 38 SMB: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 39 ENTERPRISE: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012–2019 ($MILLION)
 TABLE 40 ENTERPRISE: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 41 SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012–2019 ($MILLION)
 TABLE 42 ACADEMIA AND GOVERNMENT: SOCIAL CRM MARKET, BY DEPLOYMENT TYPE, 2012–2019 ($MILLION)
 TABLE 43 ACADEMIA AND GOVERNMENT: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 44 AUTOMOTIVE, TRANSPORTATION AND LOGISTICS: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012–2019 ($MILLION)
 TABLE 45 AUTOMOTIVE, TRANSPORTATION AND LOGISTICS: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 46 BFSI: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012–2019 ($MILLION)
 TABLE 47 BFSI: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 48 CONSUMER GOODS AND RETAIL: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012–2019 ($MILLION)
 TABLE 49 CONSUMER GOODS AND RETAIL: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 50 ENERGY, POWER, AND UTILITIES: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012–2019 ($MILLION)
 TABLE 51 ENERGY, POWER, AND UTILITIES: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 52 HEALTHCARE: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012–2019 ($MILLION)
 TABLE 53 HEALTHCARE: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 54 MANUFACTURING: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012–2019 ($MILLION)
 TABLE 55 MANUFACTURING: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 56 TELECOM AND IT: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012–2019 ($MILLION)
 TABLE 57 TELECOM AND IT: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 58 OTHER VERTICALS: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012–2019 ($MILLION)
 TABLE 59 OTHER VERTICALS: SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 60 SOCIAL CRM MARKET SIZE, BY REGION, 2012–2019 ($MILLION)
 TABLE 61 NA: SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012–2019 ($MILLION)
 TABLE 62 NA: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012–2019 ($MILLION)
 TABLE 63 EUROPE: SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012–2019 ($MILLION)
 TABLE 64 EUROPE: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012–2019 ($MILLION)
 TABLE 65 LA: SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012–2019 ($MILLION)
 TABLE 66 LA: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012–2019 ($MILLION)
 TABLE 67 APAC: SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012–2019 ($MILLION)
 TABLE 68 APAC: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012–2019 ($MILLION)
 TABLE 69 MEA: SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012–2019 ($MILLION)
 TABLE 70 MEA: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012–2019 ($MILLION)
 TABLE 71 MERGERS AND ACQUISITIONS, 2011–2014
 TABLE 72 NEW PRODUCT LAUNCHES, 2011–2014
 TABLE 73 PARTNERSHIPS, AGREEMENTS, JOINT VENTURES, AND COLLABORATIONS, 2011–2014
 TABLE 74 EXPANSIONS, 2011–2014


List Of Figures

FIGURE 1 MARKET SCOPE AND SEGMENT DEFINITIONS
 FIGURE 2 GLOBAL SOCIAL CRM MARKET: RESEARCH DESIGN
 FIGURE 3 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH
 FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH
 FIGURE 5 BREAK DOWN OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION
 FIGURE 6 DATA TRIANGULATION PROCESS
 FIGURE 7 THE EVOLUTION OF SOCIAL CRM
 FIGURE 8 NA DOMINATES THE SOCIAL CRM MARKET
 FIGURE 9 TOP THREE REVENUE SEGMENTS IN SOCIAL CRM MARKET
 FIGURE 10 MANUFACTURING IS EXPECTED TO GROW WITH THE HIGHEST CAGR DURING THE FORECAST PERIOD
 FIGURE 11 CUSTOMER SERVICE AND SUPPORT AN ATTRACTIVE SEGMENT FOR SOCIAL CRM VENDORS
 FIGURE 12 ATTRACTIVE MARKET OPPORTUNITIES IN SOCIAL CRM
 FIGURE 13 TOP THREE SOLUTIONS IN SOCIAL CRM MARKET
 FIGURE 14 SOCIAL MONITORING AND LISTENING EXPECTED TO BE THE FASTEST GROWING REVENUE POCKET FOR SOCIAL CRM MARKET PLAYERS
 FIGURE 15 APAC ENTERING EXPONENTIAL GROWTH PHASE IN THE SOCIAL CRM MARKET
 FIGURE 16 SOCIAL CRM MARKET: CHASM PLOT
 FIGURE 17 GO-TO-MARKET STRATEGY
 FIGURE 18 CONSUMER GOODS AND RETAIL SECTOR TO WITNESS A CONSISTENT HIGH ADOPTION TREND DURING THE FORECAST PERIOD
 FIGURE 19 TELECOM AND IT AND CONSUMER GOODS AND RETAIL ARE THE LEADING SEGMENTS IN TERMS OF MARKET SHARE IN APAC REGION FOR 2014
 FIGURE 20 MARKET ECOSYSTEM: SOCIAL CRM
 FIGURE 21 CUSTOMER-CENTRIC APPROACH AND CUSTOMER ENGAGEMENTS BY BUSINESSES ARE DRIVING THE SOCIAL CRM MARKET
 FIGURE 22 SOCIAL CRM: VALUE CHAIN ANALYSIS
 FIGURE 23 SOCIAL CRM: PORTER’S FIVE FORCES ANALYSIS
 FIGURE 24 APPLICATIONS OF SOCIAL CRM
 FIGURE 25 CUSTOMER SUPPORT AND SERVICES IS EXPECTED TO HAVE THE HIGHEST GROWTH RATE IN THE FORECAST PERIOD
 FIGURE 26 EVOLUTION OF SOCIAL CRM FROM CRM
 FIGURE 27 SOCIAL MONITORING EXPECTED TO HAVE THE HIGHEST GROWTH RATE IN THE FORECAST PERIOD
 FIGURE 28 HOSTED VS. ON-PREMISES SOCIAL CRM DEPLOYMENT
 FIGURE 29 HOSTED DEPLOYMENT EXPECTED TO HAVE THE HIGHEST GROWTH RATE
 FIGURE 30 SMBS EXPECTED TO HAVE THE HIGHEST GROWTH RATE AT 55.7% DURING THE FORECAST PERIOD
 FIGURE 31 MANUFACTURING EXPECTED TO HAVE THE HIGHEST GROWTH RATE AT 54.5% DURING THE FORECAST PERIOD
 FIGURE 32 GEOGRAPHIC SNAPSHOT: APAC IS EMERGING AS A NEW HOTSPOT
 FIGURE 33 APAC EXPECTED TO HAVE THE HIGHEST GROWTH RATE AT 69.4% DURING THE FORECAST PERIOD
 FIGURE 34 APAC: AN ATTRACTIVE DESTINATION FOR SOCIAL CRM VENDORS
 FIGURE 35 NORTH AMERICAN MARKET SNAPSHOT: DEMAND IS DRIVEN BY INCREASING DEMAND FOR SOCIAL CRM SOLUTIONS
 FIGURE 36 COMPANIES ADOPTED MERGERS AND ACQUISITIONS AS THE KEY GROWTH STRATEGY TO EXPAND THEIR PRESENCE IN THE MARKET
 FIGURE 37 COMPANIES ADOPTED MERGERS AND ACQUISITIONS AS THE KEY GROWTH STRATEGY TO EXPAND THEIR PRESENCE IN THE MARKET
 FIGURE 38 AREA CHART SHOWING HISTORICAL CAGR OF TOP 4 PLAYERS
 FIGURE 39 MARKET EVALUATION FRAMEWORK
 FIGURE 40 BATTLE FOR MARKET SHARE: MERGERS AND ACQUISITION HAS BEEN THE KEY STRATEGY
 FIGURE 41 GEOGRAPHIC REVENUE MIX OF TOP 5 MARKET PLAYERS: REFERENCE
 FIGURE 42 IBM: COMPANY SNAPSHOT
 FIGURE 43 JIVE SOFTWARE: COMPANY SNAPSHOT
 FIGURE 44 ORACLE: COMPANY SNAPSHOT
 FIGURE 45 SALESFORCE: COMPANY SNAPSHOT
 FIGURE 46 MICROSOFT: COMPANY SNAPSHOT
 FIGURE 47 NETSUITE: COMPANY SNAPSHOT
 FIGURE 48 PEGASYSTEMS: COMPANY SNAPSHOT
 FIGURE 49 SAP: COMPANY SNAPSHOT


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Reports Details

Published Date : Jan 2015
No. of Pages :145
Country :Global
Category :Telecommunications
Publisher :MarketsandMarkets
Report Delivery By :Email
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