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This IDC study answers the following questions:
What are IDC's predictions and assumptions relating to market forces affecting the Western European CRM services market, and what impact will they have on the market forecasts?
What is the size of the opportunity for providing CRM services in Western Europe in 2005 and for the next four years?
What are the key recommendations from IDC for maintaining and growing CRM services revenues in the coming years?
"The CRM services market saw a slight improvement in 2004 and will continue to improve in 2005," said Marianne Kolding, director for European Services research at IDC. "Customer analytics is taking a more central role in customers investment plans as are outsourcing of CRM in various forms. However, one of the emerging trends, not only in the CRM services market, is that customers, while they still expect services providers to understand the business pains in their specific industry are also expecting them to be able to bring inspiration to the table from other industries in order to increase the value and innovation of the solution."
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