Worldwide and U.S. CRM Services 2004-2008 Forecast and Analysis

SUMMARY

This IDC study answers the following questions:

• What are IDC's predictions and assumptions related to market forces impacting the CRM services market, and what impact will they have on the market forecasts?
• Which assumptions are of sufficient importance that a change in the assumption would result in a change in the market forecasts?
• What impact will developments in this market have on the players in the market?
• How might the developments predicted in this market impact the players' revenue?
• What are the not-to-be-missed opportunities?

"Despite the current economic climate, opportunities remain within the CRM services marketplace. Being attuned to cost containment, ROI, and business process optimization, however, must be your mantra if you plan to survive and thrive," said Brian J. Bingham, manager for 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
• CRM Services?Specific Market Trends

Future Outlook

• Forecast and Assumptions
• Worldwide Market Review
• Worldwide CRM Services: Market Forecast by Geographic Region
• Key Market Assumptions
  • Table: IDC Macroeconomic and Macrolevel Services Assumption Summary
  • Table: Worldwide CRM Services Revenue by Geographic Region, 2003-2008 ($M)
  • Table: Key Forecast Assumptions for the Worldwide and U.S. CRM Services Market, 2004-2008
• Americas
  • Figure: Worldwide CRM Services Revenue Share by Geographic Region, 2003 and 2008
• Asia/Pacific
• EMEA
• U.S. CRM Services
  • Figure: U.S. CRM Services Revenue, 2003?2008
• U.S. CRM Services: Market Forecast by Service Activity and Engagement Type
• Service Activity
  • Table: U.S. CRM Services Revenue by Service Activity, 2003-2008 ($M)
• Planning and Design
• Implementation
• Operations
• IT Education and Training
• Maintenance and Support
• Engagement Type
  • Table: U.S. CRM Services Revenue by Engagement Type, 2003-2008 ($M)
• U.S. CRM Services: Market Forecast by Vertical Industry
  • Table: U.S. CRM Services Revenue by Vertical Industry, 2003-2008 ($M)
• U.S. CRM Services: Market Forecast by Campaign
  • Figure: U.S. CRM Services Revenue Share by Campaign, 2003 and 2008
• Customer Interaction
• Sales
• Marketing
• Competitive Overview and Top 10 CRM Services Firms
• Competitive Overview
  • Table: IDC's CRM Services Competitive Segmentation and Representative Players

Essential Guidance

• IDC Recommendations

Learn More

• Related Research
• Appendix A: Definitions
  • CRM Services
  • CRM Segments
  • Customer Interaction
  • Call Centers
  • Customer Contact Centers
  • Sales Automation
  • Marketing Automation
  • Web-Based CRM
  • Global Regions
  • Vertical Markets
  • Operational Versus Analytical CRM
    • Table: IDC's Vertical Market Definitions
  • CRM Services Firm
  • Client Versus Customer
• Appendix B: 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
• Appendix C: IDC's Approach to Services Industry Research
  • Activities
  • IT Activities
  • Business Activities
  • Engagement Types
  • IT Engagement Types
    • Table: IT Engagement Types: Goals, Deliverables, and Nature of Activities Included
  • Business Engagement Types
  • Synopsis