Worldwide and U.S. CRM Services 2009-2013 Forecast : Market Research Report

Worldwide and U.S. CRM Services 2009-2013 Forecast

Published by: IDC

Published: Mar. 27, 2009 - 33 Pages

Table of Contents

IDC Opinion

In This Study

Methodology

Situation Overview

Introduction

Assess Current Situation

Future Outlook

Forecast and Assumptions

Worldwide and U.S. Forecast

Assumptions

Table: Key Forecast Assumptions for the Worldwide and U.S. CRM Services Market, 2009-2013

Table: Worldwide and U.S. CRM Services Revenue, 2006 and 2013 ($M)

Worldwide and U.S. CRM Services: Definitions and Market Forecasts of Services Offerings and Engagement Types

Service Activity

Table: Worldwide CRM Services Revenue by Activity Grouping, 2006-2013 ($M)

Table: U.S. CRM Services Revenue by Activity Grouping, 2006-2013 ($M)

Engagement Types

Table: Worldwide CRM Services Revenue by Engagement Type, 2006-2013 ($M)

Table: U.S. CRM Services Revenue by Engagement Type, 2006-2013 ($M)

Worldwide CRM Services: Market Forecast by Segment

Figure: Worldwide and U.S.CRM Services Revenue Share by Segment, 2009

Table: Worldwide CRM Services Revenue by Segment, 2006-2013 ($M)

Table: U.S. CRM Services Revenue by Segment, 2006-2013 ($M)

Worldwide CRM Services: Market Forecast by Region

Table: Worldwide CRM Services Revenue by Region, 2006-2013 ($M)

Americas

Asia/Pacific

EMEA

Market Context

Table: Worldwide CRM Services Revenue, 2006-2013: Comparison of March 2006 and March 2009 Forecasts ($M)

Figure: Worldwide CRM Services Revenue, 2006-2013: Comparison of March 2006 and March 2009 Forecasts

Essential Guidance

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Related Research

Methodology

Historical Market Values and Exchange Rates

Table: Exchange Rates, 2003-2008 (%)

Synopsis

Abstract

This IDC study examines the impact of today's economy on the market for outsourced customer care. This IDC study is based on demand-side and supply-side analysis of key trends and events and their predicted impact on the CRM services market for the period up to 2013.

"In 2009, companies must do more with less as they strive to provide high levels of customer service with limited resources. But while CRM will be geared more toward client retention during this Great Recession, as time goes on, the ability to define, clean, integrate, and manage vast customer data will be at the center of the enterprise." - Stephen Loynd, program manager, IDC Contact Center Services program

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