This IDC study presents the annual update to the five-year forecast for the worldwide and U.S. market for CRM services. The purpose of this document is to identify and quantify the effects of recent trends and events influencing the CRM services opportunity through year-end 2005 and their influence on the five-year forecast. Particular attention is paid to the near-term years: 2006, 2007, and 2008.
This document answers the following questions:
What are IDC's predictions and assumptions relating to market forces affecting the worldwide CRM services market, and what impact will they have on the market forecasts for the next five years? Which assumptions are of sufficient importance that a change in them would result in a change in the market forecasts? What effects will developments in this industry have on the players in the market? How might the developments predicted in this market affect the revenue of the players?
"In light of the current economic climate, opportunities are increasingly emerging within the worldwide and U.S. CRM services marketplace. Being attuned to cost containment, ROI, and business process optimization, however, must be the mantra if service providers plan to thrive and succeed," said Brian J. Bingham, director of CRM and Customer Care research at IDC.
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