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CRM & Customer Service Market Research Reports
Find the information you need on the CRM & customer service industry. Our collection of market research reports provides insights into product and market trends, opportunities, projections, sales, and marketing strategies. Specifics on market share, segmentation, size, and growth in the US and global markets are also featured.
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Call Centers > 554
Consumer Loyalty > 16
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CRM > 431
Customer Service > 131
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eCRM > 67
Financial CRM > 31
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IDC Sales Leadership Board Meeting Notes: October 14 and 15, 2009
By: IDC
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.
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11/9/2009
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$995.00
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ChangeWave Research Report: Corporate Software Spending: 90 Day Outlook Yet Another Uptick - Software Spending Outlook Improves
By: ChangeWave
For the fourth consecutive survey, corporate software buying continues to improve.
Moreover, the 90-day outlook in ChangeWave’s latest corporate software survey is the best
we’ve seen in two years. Improved corporate spending is occurring across
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11/4/2009
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$385.00
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Co-Branded and Affinity Credit Cards in the U.S., 3rd Edition
By: Packaged Facts
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
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11/1/2009
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$3,750.00
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Vendor Assessment: Customer Care and Billing Industry Short List - Customer Care in the New Energy Economy
By: IDC
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
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10/29/2009
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$4,500.00
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IT Support, CRM & Data Processing Services in the US - Industry Market Research Report
By: IBISWorld
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
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10/21/2009
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$825.00
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Understanding the TCO of SaaS CRM and KM in the contact centre
By: Ovum Plc
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
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10/20/2009
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$2,495.00
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IT Support, CRM & Data Processing Services in the US - Industry Risk Rating Report
By: IBISWorld
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
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10/17/2009
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$825.00
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Telemarketing & Call Centers in the US - Industry Risk Rating Report
By: IBISWorld
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,
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10/17/2009
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$825.00
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Telemarketing & Call Centers in the US - Industry Market Research Report
By: IBISWorld
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
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10/14/2009
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$825.00
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Telemarketing Services
By: First Research, Inc.
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
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10/12/2009
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$129.00
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Marketing Investment Planner 2010: Benchmarks, Key Performance Indicators, and CMO Priorities
By: IDC
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
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10/8/2009
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$5,000.00
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Customer Experience Management is a Key Competitive Differentiator in the Telecoms Space
By: IDC
This Insight discusses the increasing importance of customer experience management and customer centricity for telecoms
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9/24/2009
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$640.00
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Delivering Excellent Customer Service Should Be Intrinsic for All Managed Services Providers
By: IDC
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
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9/9/2009
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$2,000.00
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Business Trends 2009 - Knowing Your Contact Center Outsourcing Customer (Customer Focus)
By: Datamonitor
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
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9/4/2009
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$3,395.00
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Teleperformance Gains Cloud Cover: Partnering with Genesys and RightNow Technologies in the Hosted Contact Center
By: IDC
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
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9/2/2009
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$3,500.00
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EMEA Inbound Contact Routing Systems Markets
By: Frost & Sullivan
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
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8/31/2009
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$6,000.00
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North American Hosted Contact Center Markets
By: Frost & Sullivan
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
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8/31/2009
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$6,000.00
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Japan IP Contact Center System 2009-2013 Forecast and 2008 Analysis
By: IDC
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
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8/19/2009
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$5,000.00
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Telecom Services Excellence in Customer Care - Who Cares? The Orange Business Services Strategy to Manage by Customer Loyalty Index
By: IDC
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
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8/16/2009
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$500.00
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The State of the Art in Sales Enablement: An Intensive Study of Current Practices
By: IDC
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
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8/16/2009
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$4,500.00
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EMEA Agent Performance Optimization Markets
By: Frost & Sullivan
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,
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8/14/2009
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$6,000.00
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China's Contact Center Outsourcing Industry: Opportunities and Challenges
By: IDC
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.
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8/11/2009
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$3,500.00
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Central America Contact Center & BPO Report 2010
By: Zagada Markets, Inc.
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
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8/1/2009
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$3,895.00
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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 ...
By: Current Analysis Inc.
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
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7/30/2009
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$495.00
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North America Inbound Contact Routing Systems Markets
By: Frost & Sullivan
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
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7/28/2009
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$6,000.00
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