Global CRM Outsourcing Market 2015-2019

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Global CRM Outsourcing Market 2015-2019

The report discusses the following in-depth:

• Market Size and Forecast

• Market Segmentation

• Buying Criteria

• Vendor Landscape

• Business Segmentation

• Geographical Segmentation

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Global CRM Outsourcing Market 2015-2019,

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Key Trends

Technavio’s Senior Analyst says, “The cost-effectiveness of outsourcing capital and labor-intensive operations is one of the major factors driving the growth of the market. More companies are outsourcing the back-office functions that require more infrastructure, capital investments, and HR training to reduce their cost of operations. Outsourcing these functions enable companies to improve their operational efficiency.”

• Customer relationship management (CRM) has become one of the most influential factors in building brand loyalty and strengthening of brand image. Call center interaction in CRM is often cited in defining customer service; however, there are many facets of CRM outsourcing that have evolved with rising customer needs and expectations.

• Technavio's analysts forecast the global CRM outsourcing market to grow at a CAGR of 5.75% over the period 2014-2019.

• Understanding the key drivers influencing the market

• Understanding the challenges faced by the market

• Activities of various stakeholders involved

• Key focus areas for the vendors

• Major trends that will shape the future of this market

• Vendor landscape and trajectory of the market

• Conclusion

Scope of The Report

A detailed analysis of each market driver, challenge

and trend isavailable in our report:

Global CRM Outsourcing Market 2015-2019

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Vendors

To understand the vendor landscape and for a full list of vendors view our report:

Global CRM Outsourcing Market 2015-2019

Accenture

Capgemini

Genpact

Accenture is an Ireland-based multinational management consulting, technology services, and outsourcing company. The company operates with a common brand name and business model to provide high-level services to its clients across the world.

Headquartered in Paris, France, Capgemini was incorporated in 1967. The company provides consulting, outsourcing, technology, and local professional services.

Genpact was incorporated in 1997 and is headquartered in Hamilton, Bermuda. The company provides consulting, business solutions, and operations for complex and industry-specific solutions to more than 100 Fortune 500 companies.

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Market Landscape

• CRM outsourcing service providers are expanding from call center solutions to digitized, high-end solutions such as customer data analytics.

• As a result, they are differentiating themselves not only by offering products at various prices, but also by providing quality services.

• The CRM industry has created opportunities for vendors, but has also created threats to their success.

• Companies offering call center services are facing additional demand from CRM clients to provide a consultative approach in order to enhance service offerings.

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Key Buying CriteriaGuest Bloggers

Parameter Details

Cost

In a hyper-competitive market, CRM BPO services should be competitively priced and offer the appropriate value for the cost.

Scalability The ability to scale up and down the infrastructure according to enterprise requirements.

SLAs Well-defined and strong SLAs are required between two companies, as the service type involved is contractual in nature.

Stability Vendors with business stability and a strong balance sheet are more attractive from a client's perspective.

• Growth Forecasts?

• Market Analysis?

• Revenue Forecasts?

• Regional and Country level Analysis?

• Competitive Structure?

• Emerging Trends?

• Vendor Landscape?

• Other?

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Global CRM Outsourcing Market 2015-2019

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