CRM & Customer Service Industry Research

Find market research and analysis on the customer service industry. Our industry research reports give you a comprehensive look into product and services trends, in addition to market conditions and forecasts. Industry overviews, market share and growth, sales statistics and projections, and company profiles are also featured.

	Title	Published	Price
1	IDC Sales Leadership Board Meeting Notes: October 14 and 15, 2009	Nov 2009	$995.00
	This IDC Insight is a summary of the IDC Sales Leadership Board meeting of October 14 and 15 in Half Moon Bay, California, with more than a dozen sales and sales operations executives in attendance. more... Published by: IDC | Search inside this report
2	Co-Branded and Affinity Credit Cards in the U.S., 3rd Edition	Nov 2009	$3,750.00
	The market for co-branded and affinity cards is over two decades old. Issuers have worked to make payment cards more attractive to cardholders through value-adding initiatives such as rebates and rewards. This has been a more... Published by: Packaged Facts | Search inside this report
3	Vendor Assessment: Customer Care and Billing Industry Short List - Customer Care in the New Energy Economy	Oct 2009	$4,500.00
	This IDC Energy Insights report will help energy companies evaluate customer care and billing systems, specifically customer information systems (CISs) and customer relationship management (CRM) systems. The focus is on the changes brought by new more... Published by: IDC | Search inside this report
4	IT Support, CRM & Data Processing Services in the US - Industry Market Research Report	Oct 2009	$825.00
	Industry Market Research Synopsis This Industry Market Research report from IBISWorld provides a detailed analysis of the IT Support, CRM & Data Processing Services in the US industry, including key growth trends, statistics, forecasts, the competitive more... Published by: IBISWorld | Search inside this report
5	Understanding the TCO of SaaS CRM and KM in the contact centre	Oct 2009	$2,495.00
	This report looks at the current trends in the hosted contact centre customer relationship management (CRM) and knowledge management (KM) markets, and the effects on enterprise balance sheets of software-as-a-service (SaaS) versus on-premises solutions. It more... Published by: Ovum Plc | Search inside this report
6	Telemarketing & Call Centers in the US - Industry Risk Rating Report	Oct 2009	$825.00
	Industry Risk Ratings Synopsis This Industry Risk Ratings report from IBISWorld evaluates the inherent risks associated with the Telemarketing & Call Centers in the US industry. Industry Risk is assumed to be 'the difficulty, or otherwise, more... Published by: IBISWorld | Search inside this report
7	IT Support, CRM & Data Processing Services in the US - Industry Risk Rating Report	Oct 2009	$825.00
	Industry Risk Ratings Synopsis This Industry Risk Ratings report from IBISWorld evaluates the inherent risks associated with the IT Support, CRM & Data Processing Services in the US industry. Industry Risk is assumed to be 'the more... Published by: IBISWorld | Search inside this report
8	Telemarketing & Call Centers in the US - Industry Market Research Report	Oct 2009	$825.00
	Industry Market Research Synopsis This Industry Market Research report from IBISWorld provides a detailed analysis of the Telemarketing & Call Centers in the US industry, including key growth trends, statistics, forecasts, the competitive environment including market more... Published by: IBISWorld | Search inside this report
9	Telemarketing Services	Oct 2009	$129.00
	The US telemarketing services industry includes about 5,000 companies with combined annual revenue of about $15 billion. Large companies include Convergys, Sitel, Teletech, and West. The industry is concentrated: the 50 largest companies generate about more... Published by: First Research, Inc. | Search inside this report
10	Marketing Investment Planner 2010: Benchmarks, Key Performance Indicators, and CMO Priorities	Oct 2009	$5,000.00
	This IDC study on technology marketing investment and resource priorities discusses the results of IDC's seventh annual marketing benchmarks survey of the largest and most influential global technology vendors within the software, hardware, and services more... Published by: IDC | Search inside this report
11	Customer Experience Management is a Key Competitive Differentiator in the Telecoms Space	Sep 2009	$640.00
	This Insight discusses the increasing importance of customer experience management and customer centricity for telecoms more... Published by: IDC | Search inside this report
12	Delivering Excellent Customer Service Should Be Intrinsic for All Managed Services Providers	Sep 2009	$2,000.00
	This IDC update discusses the importance of customer satisfaction in any outsourcing and managed services relationship. This is a follow-up to IDC's Asia/Pacific (Excluding Japan) ICT Outsourcing and Managed Services: Is Customer Satisfaction on the more... Published by: IDC | Search inside this report
13	Business Trends 2009 - Knowing Your Contact Center Outsourcing Customer (Customer Focus)	Sep 2009	$3,395.00
	Introduction A Datamonitor end-user survey analyzing trends in contact center outsourcing procurement through 2009 Scope Trends in current contact center operations and CRM budgets Contact center managers' views on strategic issues including their willingness to outsource operations and preferred more... Published by: Datamonitor
14	Teleperformance Gains Cloud Cover: Partnering with Genesys and RightNow Technologies in the Hosted Contact Center	Sep 2009	$3,500.00
	This IDC study examines the September 3, 2009, announcement that Teleperformance has partnered with Genesys in launching a hosted Contact Center On-Demand offering. Genesys will provide the contact center software, and RightNow Technologies will provide more... Published by: IDC | Search inside this report
15	EMEA Inbound Contact Routing Systems Markets	Aug 2009	$6,000.00
	This research study looks at market trends, drivers, and restraints for the EMEA inbound contact routing systems market. It also provides market size, market shares, revenue forecasts and regional revenue breakdown. Vendor solution offerings and more... Published by: Frost & Sullivan
16	North American Hosted Contact Center Markets	Aug 2009	$6,000.00
	This research study looks at market trends, drivers, and restraints for the North American hosted contact center market. It also provides market size, market share, forecasts, pricing analysis, and market breakdown by deployment size. Vendor more... Published by: Frost & Sullivan
17	Japan IP Contact Center System 2009-2013 Forecast and 2008 Analysis	Aug 2009	$5,000.00
	This IDC study, which is a translation of the Japanese report IDC #J9050102, presents an analysis of the IP contact center system (IPCC) market in 2008 as well as forecasts from 2009 to 2013. In more... Published by: IDC | Search inside this report
18	The State of the Art in Sales Enablement: An Intensive Study of Current Practices	Aug 2009	$4,500.00
	This IDC study details the current state of the market for sales enablement: the level of enablement for technology sales organizations, the challenges that stand in the way of higher performance, and the benchmarks in more... Published by: IDC | Search inside this report
19	Telecom Services Excellence in Customer Care - Who Cares? The Orange Business Services Strategy to Manage by Customer Loyalty Index	Aug 2009	$500.00
	This IDC Insight reviews the steps Orange Business Services has taken to elevate its customer service operations, transform and industrialize its processes, and expand its customer-centric philosophy throughout corporate programs. This has propelled it to more... Published by: IDC | Search inside this report
20	EMEA Agent Performance Optimization Markets	Aug 2009	$6,000.00
	This research study looks at market trends, drivers, and restraints for the EMEA agent performance optimization (APO) market, with particular emphasis on quality monitoring (QM) and workforce management (WFM) applications. It also provides market size, more... Published by: Frost & Sullivan
21	China's Contact Center Outsourcing Industry: Opportunities and Challenges	Aug 2009	$3,500.00
	This IDC study assesses today's contact center outsourcing (CCO) services market in China and presents IDC's market forecasts from 2008 to 2013. In addition, it identifies market opportunities and challenges unique to this growing country. more... Published by: IDC | Search inside this report
22	Central America Contact Center & BPO Report 2010	Aug 2009	$3,895.00
	This report on the Central America Contact Center market complements the Zagada Institute’s earlier published Caribbean Call Center Report and evaluates the advantages of Central America in relationship to the Dominican Republic, Mexico and Argentina more... Published by: Zagada Markets, Inc. | Search inside this report
23	The proposed sale of Nortel's contact center portfolios and businesses to Avaya provides resellers and customers a way out of corporate limbo. However, in some ways, the process and proposed sale ...	Jul 2009	$495.00
	The proposed sale of Nortel's contact center portfolios and businesses to Avaya provides resellers and customers a way out of corporate limbo. However, in some ways, the process and proposed sale raises more questions than more... Published by: Current Analysis Inc. | Search inside this report
24	North America Inbound Contact Routing Systems Markets	Jul 2009	$6,000.00
	This research study looks at market trends, drivers, and restraints for the North American Inbound Contact routing market. It also provides market size, market share, forecasts, pricing analysis, and market breakdown by size of contact more... Published by: Frost & Sullivan
25	Retail channel strategies: self-service online portals	Jul 2009	$995.00
	Self-service online portals are an essential tool for telcos aiming to improve the customer experience and provide a key differentiator against their competitors. Self-service also enables the telco to significantly reduce its customer care more... Published by: Ovum Plc | Search inside this report
	Title	Published	Price