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Worldwide and U.S. CRM Services 2006-2010 Forecast and AnalysisProduct Type: Market Research ReportPublished by: IDC Published: March 2006 Product Code: R104-25759 Description 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. 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 Economics and Geopolitics Selling Environment Scrutinization of Investments Cost Reduction and Efficiency and Revenue Generation Competitive Differentiation Convergence of IT and Business Process Outsourcing Services CRM Services - Specific Market Trends Vision of CRM as a Transformed Business Process Customer Data as the Crux of CRM Business Needs Assessment Maturation of Alternate Service Delivery Models Solution Alternatives Service Efficiencies Leveraging Existing Skill Sets Future Outlook Forecast and Assumptions Worldwide CRM Services Market Key Market Assumptions Worldwide CRM Services: Market Forecast by Geographic Region The Americas Table: IDC Macroeconomic and Macrolevel Services Assumption Summary Table: Key Forecast Assumptions for the Worldwide CRM Services Market, 2006-2010 Table: Worldwide CRM Services Revenue 2005-2010 ($M) Figure: Worldwide CRM Services Revenue Share by Region, 2005 and 2010 Asia/Pacific EMEA U.S. CRM Services Market Figure: U.S. CRM Services Revenue, 2005-2010 U.S. CRM Services: Market Forecast by Service Activity and Engagement Type Service Activity Table: U.S. CRM Services Revenue by Activity Grouping, 2005-2010 ($M) Planning and Design Implementation Operations IT Education and Training Maintenance and Support Engagement Type Table: U.S. CRM Services Revenue by Engagement Type, 2005-2010 ($M) U.S. CRM Services: Market Forecast by Segment Figure: U.S. CRM Services Revenue Share by Segment, 2005 and 2010 Customer Interaction Sales Marketing Market Context Table: Worldwide CRM Services Revenue, 2003-2010: Comparison of March 2006 and March 2005 Forecasts ($M) Figure: Worldwide CRM Services Revenue Forecast, 2003-2010: Comparison of March 2006 and March 2005 Forecasts Competitive Overview of CRM Services Market Competitive Overview Essential Guidance IDC Recommendations Learn More Related Research Definitions CRM Services CRM Segments Customer Interaction Call Centers Customer Contact Centers Sales Automation Marketing Automation Web-Based CRM Global Regions Vertical Markets Table: IDC's Vertical Market Definitions Operational Versus Analytical CRM CRM Services Firm Client Versus Customer 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 IDC's Approach to Services Industry Research Activities IT Activities Business Activities Engagement Types IT Engagement Types Table: IT Engagement Types by Goal, Deliverable, and Nature of Activities Included Business Engagement Types Synopsis |
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