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市場調查報告書

CRM外包的全球市場 (2015∼2019年)

Global CRM Outsourcing Market 2015-2019

出版商 TechNavio (Infiniti Research Ltd.) 商品編碼 332632
出版日期 內容資訊 英文 76 Pages
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CRM外包的全球市場 (2015∼2019年) Global CRM Outsourcing Market 2015-2019
出版日期: 2015年06月10日 內容資訊: 英文 76 Pages
簡介

顧客關係管理 (CRM) ,成為構築品牌忠誠,強化品牌形象時的最大影響要素。CRM中尤以客服中心之互動功能,經常作為客戶服務的定義。可是,隨著客戶方面的需求和期待擴展,CRM外包變得有以往沒有的一面。隨CRM產業的數位化發展,服務供應商也試圖擴充客服中心之外領域的服務和功能。其主要的內容為、先進的通訊功能,及多通路型客戶參與功能、自助服務、分析解決方案等。全球CRM外包市場2014∼2019年,預計以5.75%的年複合成長率(CAGR) 成長。

本報告提供全球CRM (顧客關係管理) 外包市場相關分析、市場概要和結構、市場規模趨勢 (今後5年的預測值)、各終端用戶、各地區的詳細趨勢、推動、阻礙市場要素與其影響力、主要企業簡介、今後的市場機會等調查評估。

第1章 摘要整理

第2章 簡稱清單

第3章 調查範圍

  • 市場概要
  • 主要的產品

第4章 市場調查手法

  • 市場調查流程
  • 調查手法

第5章 簡介

第6章 市場形勢

  • 市場概要
    • CRM外包的價值鏈
  • 市場規模與預測
  • 波特的五力分析

第7章 各終端用戶的市場區隔

  • 全球CRM外包市場:終端用戶的區分

第8章 地理區分

  • 全球CRM BPO市場:各地區的區分

第9章 購買標準

第10章 推動市場要素

第11章 推動因素與其影響

第12章 市場課題

第13章 推動因素與課題的影響

第14章 市場趨勢

第15章 趨勢與其影響

第16章 業者情勢

  • 競爭模式
  • 市場佔有率分析
  • 其他卓越供應商
    • Cognizant
    • Convergys
    • HP
    • Infosys
    • NCO Financial Systems
    • Sitel
    • Teleperformance
    • Wipro
    • Xerox

第17章 主要供應商分析

  • Accenture
    • 主要資料
    • 產業概要
    • 各部門的市場收益額 (最新值)
    • 各部門的市場收益額 (與上年度的比較)
    • 各地區的市場收益額 (最新值)
    • 產業策略
    • 主要資訊
    • SWOT分析
  • Capgemini
  • Genpact
  • IBM
  • TCS

第18章 相關報告

圖表一覽

目錄
Product Code: IRTNTR6123

About CRM Outsourcing

Customer relationship management (CRM) has become one of the most influential factors in building brand loyalty and strengthening of brand image. Call center interaction in CRM is often cited in defining customer service; however, there are many facets of CRM outsourcing that have evolved with rising customer needs and expectations. With the growing digitization in the CRM industry, service providers are innovating on their service offerings to expand their portfolio beyond call centers. These offerings include modern communication, multi-channel engagement of customers, self-service, and analytics solutions.

Technavio's analysts forecast the global CRM outsourcing market to grow at a CAGR of 5.75% over the period 2014-2019.

Covered in this Report

The global CRM outsourcing market is segmented on the basis of services end-users.

Technavio's report, Global CRM Outsourcing Market 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. It covers the market landscape and its growth prospects in the coming years. The report also includes a discussion on the key vendors operating in this market.

Key Vendors

  • Accenture
  • Capgemini
  • Genpact
  • IBM
  • Tata Consultancy Services

Other Prominent Vendors

  • 3i infotech
  • Aditya Birla Minacs
  • Aegis
  • Cognizant
  • Convergys
  • EXL
  • Firstsource
  • HCL
  • Hinduja Global Solutions
  • HP
  • Infosys
  • Intelenet
  • NCO Financial
  • Sitel
  • Teleperformance
  • Teletech
  • West
  • Wipro
  • WNS
  • Xerox

Market Driver

  • Cost-effective Operations
  • For a full, detailed list, view our report

Market Challenge

  • Attrition
  • For a full, detailed list, view our report

Market Trend

  • Cloud-based CRM
  • For a full, detailed list, view our report

Key Questions Answered in this Report

  • What will the market size be in 2018 and what will the growth rate be?
  • What are the key market trends?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key vendors in this market space?
  • What are the market opportunities and threats faced by the key vendors?
  • What are the strengths and weaknesses of the key vendors?

Table of Contents

01. Executive Summary

02. List of Abbreviations

03. Scope of the Report

  • 03.1. Market Overview
  • 03.2. Product Offerings

04. Market Research Methodology

  • 04.1. Market Research Process
  • 04.2. Research Methodology

05. Introduction

06. Market Landscape

  • 06.1. Market Overview
    • 06.1.1. CRM Outsourcing Value Chain
  • 06.2. Market Size and Forecast
  • 06.3. Five Forces Analysis

07. Market Segmentation by End-users

  • 07.1. Global CRM Outsourcing Market by End-users 2014

08. Geographical Segmentation

  • 08.1. Global CRM BPO Market by Geographical Segmentation 2014

09. Buying Criteria

10. Market Growth Drivers

11. Drivers and their Impact

12. Market Challenges

13. Impact of Drivers and Challenges

14. Market Trends

15. Trends and their Impact

16. Vendor Landscape

  • 16.1. Competitive Scenario
  • 16.2. Market Share Analysis 2013
  • 16.3. Other Prominent Vendors
    • 16.3.1. Cognizant
    • 16.3.2. Convergys
    • 16.3.3. HP
    • 16.3.4. Infosys
    • 16.3.5. NCO Financial Systems
    • 16.3.6. Sitel
    • 16.3.7. Teleperformance
    • 16.3.8. Wipro
    • 16.3.9. Xerox

17. Key Vendor Analysis

  • 17.1. Accenture
    • 17.1.1. Key Facts
    • 17.1.2. Business Overview
    • 17.1.3. Business Segmentation by Revenue 2013
    • 17.1.4. Business Segmentation by Revenue 2012 and 2013
    • 17.1.5. Geographical Segmentation by Revenue 2013
    • 17.1.6. Business Strategy
    • 17.1.7. Key Information
    • 17.1.8. SWOT Analysis
  • 17.2. Capgemini
    • 17.2.1. Key Facts
    • 17.2.2. Business Overview
    • 17.2.3. Business Segmentation by Revenue 2013
    • 17.2.4. Business Segmentation by Revenue 2012 and 2013
    • 17.2.5. Geographical Segmentation by Revenue 2013
    • 17.2.6. Business Strategy
    • 17.2.7. Key Developments
    • 17.2.8. SWOT Analysis
  • 17.3. Genpact
    • 17.3.1. Key Facts
    • 17.3.2. Business Overview
    • 17.3.3. Services Segmentation by Revenue
    • 17.3.4. Services Segmentation by Revenue
    • 17.3.5. Geographical Segmentation by Revenue
    • 17.3.6. Business Strategy
    • 17.3.7. Recent Developments
    • 17.3.8. SWOT Analysis
  • 17.4. IBM
    • 17.4.1. Key Facts
    • 17.4.2. Business Description
    • 17.4.3. Business Segmentation
    • 17.4.4. Revenue Segmentation by Business Segment
    • 17.4.5. Revenue Segmentation by Business Operation
    • 17.4.6. Revenue Comparison of Business Segments 2012 and 2013
    • 17.4.7. Revenue Segmentation by Geography
    • 17.4.8. Business Strategy
    • 17.4.9. Key Developments
    • 17.4.10. SWOT Analysis
  • 17.5. TCS
    • 17.5.1. Key Facts
    • 17.5.2. Business Overview
    • 17.5.3. Business Segmentation by Revenue 2013
    • 17.5.4. Business Segmentation by Revenue 2012 and 2013
    • 17.5.5. Geographical Segmentation by Revenue 2013
    • 17.5.6. Business Strategy
    • 17.5.7. Recent developments
    • 17.5.8. SWOT Analysis

18. Other Reports in this Series

List of Exhibits

  • Exhibit 1: Market Research Methodology
  • Exhibit 2: CRM Outsourcing Value Chain
  • Exhibit 3: Global CRM Outsourcing Market 2014-2019 ($ billions)
  • Exhibit 4: Global CRM Outsourcing Market by End-users 2014
  • Exhibit 5: Global CRM Outsourcing Market by Geographical Segmentation 2014
  • Exhibit 6: Accenture: Business Segmentation by Revenue 2013
  • Exhibit 7: Accenture: Business Segmentation by Revenue 2012 and 2013 ($ millions)
  • Exhibit 8: Accenture: Geographical Segmentation by Revenue 2013
  • Exhibit 9: Capgemini: Business Segmentation by Revenue 2013
  • Exhibit 10: Capgemini: Business Segmentation by Revenue 2012 and 2013 ($ millions)
  • Exhibit 11: Capgemini: Geographical Segmentation by Revenue 2013
  • Exhibit 12: Services Segmentation of Genpact by Revenue 2013
  • Exhibit 13: Services Segmentation of Genpact by Revenue 2012 and 2013 ($ millions)
  • Exhibit 14: Geographical Segmentation of Genpact by Revenue 2013
  • Exhibit 15: IBM: Business Segmentation
  • Exhibit 16: IBM: Revenue Segmentation by Business 2013
  • Exhibit 17: IBM: Revenue Segmentation 2013
  • Exhibit 18: IBM: Revenue Comparison of Business Segments 2012 and 2013 ($ millions)
  • Exhibit 19: IBM: Revenue Segmentation by Geography 2013
  • Exhibit 20: TCS: Business Segmentation by Revenue 2013
  • Exhibit 21: TCS: Business Segmentation by Revenue 2012 and 2013 ($ billions)
  • Exhibit 22: TCS: Geographical Segmentation by Revenue 2013
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