CRM is focused on providing better customer service by combining organizational strategy, information systems and technology. CRM industry with the use of modern communication and social media platforms is in the process of revolutionizing itself. CRM aids companies to gain actionable insights with a back-end analytical engine and also helps businesses to get new opportunities with streamline operations, predictive analytics, and personalize customer service based on prior interactions and the customer's history. The global CRM outsourcing market was USD 7.36 billion in 2018 and is estimated to reach USD 10.69 billion by 2025 at a CAGR of 5.47% during the forecast period. Growth by Region Asia Pacific remained the fastest growing geographical region in terms of market share and revenue for CRM outsourcing market. Philippines and India are the most prominent call center destinations, though offshore destinations are becoming broader including regions such as Eastern Europe and Latin America. Drivers vs Constraints Increase in the cost of in-house customer support was the key-driving factor for outsourcing the CRM activities. However, costumer-agent cultural differences, higher training costs associated with the CRM outsourcing, inhibiting characteristic of CRM services were some of the factors that hampered the growth of global CRM outsourcing market. Industry Trends and Updates In June 2017, U.K based Lloyds banking group has signed an outsourcing agreement worth $1.6 billion with IBM. Through this deal 2000 staff will be outsourced to IBM, due to which Lloyds will save $938 million in costs, make IT more active and modernize the business.
Global CRM Outsourcing Market – by End User, Region - Market Size, Demand Forecasts, Company Profiles, Industry Trends and Updates (2018 - 2025) 1. Research Methodology 2. Executive Summary 3. Market Overview 3.1. Definition 3.2. Industry Value Chain Analysis 3.3. Porter's 5 Forces 3.4. Regulations 4. Market Dynamics 4.1. Introduction 4.2. Drivers 4.3. Constraints 4.4. Trends 5. Global CRM Outsourcing Market Segmentation, Forecasts and Trends - by End User 5.1. Retail 5.2. BFSI 5.3. Telecom & IT 5.4. Healthcare 5.5. Others 6. Global CRM Outsourcing Market Segmentation, Forecasts and Trends - by Region 6.1. North America 6.1.1. U.S. 6.1.2. Canada 6.1.3. Mexico 6.2. Europe 6.2.1. UK 6.2.2. France 6.2.3. Germany 6.2.4. Italy 6.2.5. Others 6.3. Asia Pacific 6.3.1. India 6.3.2. China 6.3.3. Japan 6.3.4. Australia 6.3.5. Others 6.4. South America 6.4.1. Brazil 6.4.2. Argentina 6.4.3. Others 6.5. Middle East and Africa 6.5.1. South Africa 6.5.2. UAE 6.5.3. Saudi Arabia 6.5.4. Egypt 6.5.5. Others 7. Competitive Intelligence 7.1. Company Market Share Analysis 7.2. Industry M&As, Consolidations 8. Company Profiles 8.1. Accenture 8.2. Cognizant 8.3. IBM 8.4. Infosys 8.5. Capgemini SE 8.6. Fractal Analytics Inc. 8.7. Genpact Ltd 8.8. Gramener 8.9. IBM Corporation 8.10. Mu Sigma Inc. 8.11. Opera Solutions, LLC 8.12. Wipro Ltd 8.13. WNS Global Services Private Limited 8.14. HCL Technologies 8.15. Others 9. Investment Opportunities