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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