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Worldwide and U.S. CRM Services 2004-2008 Forecast and AnalysisProduct Type: Market Research ReportPublished by: IDC Published: March 2004 Product Code: R104-14896 Description This IDC study answers the following questions:
y What are IDC's predictions and assumptions related to market forces impacting
the CRM services market, and what impact will they have on the market
forecasts?
y Which assumptions are of sufficient importance that a change in the
assumption would result in a change in the market forecasts?
y What impact will developments in this market have on the players in the
market?
y How might the developments predicted in this market impact the players'
revenue?
y What are the not-to-be-missed opportunities?
"Despite the current economic climate, opportunities remain within the CRM
services marketplace. Being attuned to cost containment, ROI, and business
process optimization, however, must be your mantra if you plan to survive and
thrive," said Brian J. Bingham, manager for CRM and Customer Care research at
IDC.Table of Contents Table of Contents IDC Opinion In This Study Methodology Executive Summary Situation Overview Introduction Table: IDC Worldwide Geographic Region Groupings Table: IDC U.S. CRM Services Market Groupings Assessment of Current Situation Overall Market Trends CRM Services?Specific Market Trends Future Outlook Forecast and Assumptions Worldwide Market Review Worldwide CRM Services: Market Forecast by Geographic Region Key Market Assumptions Table: IDC Macroeconomic and Macrolevel Services Assumption Summary Table: Worldwide CRM Services Revenue by Geographic Region, 2003-2008 ($M) Table: Key Forecast Assumptions for the Worldwide and U.S. CRM Services Market, 2004-2008 Americas Figure: Worldwide CRM Services Revenue Share by Geographic Region, 2003 and 2008 Asia/Pacific EMEA U.S. CRM Services Figure: U.S. CRM Services Revenue, 2003?2008 U.S. CRM Services: Market Forecast by Service Activity and Engagement Type Service Activity Table: U.S. CRM Services Revenue by Service Activity, 2003-2008 ($M) Planning and Design Implementation Operations IT Education and Training Maintenance and Support Engagement Type Table: U.S. CRM Services Revenue by Engagement Type, 2003-2008 ($M) U.S. CRM Services: Market Forecast by Vertical Industry Table: U.S. CRM Services Revenue by Vertical Industry, 2003-2008 ($M) U.S. CRM Services: Market Forecast by Campaign Figure: U.S. CRM Services Revenue Share by Campaign, 2003 and 2008 Customer Interaction Sales Marketing Competitive Overview and Top 10 CRM Services Firms Competitive Overview Table: IDC's CRM Services Competitive Segmentation and Representative Players Essential Guidance IDC Recommendations Learn More Related Research Appendix A: Definitions CRM Services CRM Segments Customer Interaction Call Centers Customer Contact Centers Sales Automation Marketing Automation Web-Based CRM Global Regions Vertical Markets Operational Versus Analytical CRM Table: IDC's Vertical Market Definitions CRM Services Firm Client Versus Customer Appendix B: Methodology Primary Sources Used for Sizing the CRM Services Market Secondary Sources Used for Sizing the CRM Services Market Worldwide Data Gathering Forecast Assumptions Macrolevel Assumptions CRM Services?Specific Assumptions Appendix C: IDC's Approach to Services Industry Research Activities IT Activities Business Activities Engagement Types IT Engagement Types Table: IT Engagement Types: Goals, Deliverables, and Nature of Activities Included Business Engagement Types Synopsis |
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