Customer relationship management (CRM) strategies, from operational point solutions to high-level corporate initiatives, continue to evolve. These developments affect many aspects of the services provider's business, including sales cycles, project schedules, buyer criteria, client expectations, success criteria and metrics, and partner participation. IDC's Worldwide Customer Care BPO Services research equips services firms with the market insight needed to compete in this next generation of the CRM services market.
Markets and Subjects Analyzed
Customer care business process outsourcing (BPO)
Technical support and help desk BPO
CRM analytical services
CRM consulting and implementation services
CRM training and CRM support services
Home-based call center agents ("homeshoring" or "WAHA")
Social media practices in customer care BPO
Hosted contact center services
Managing, analyzing, and optimizing customer data across multiple customer touch points
Managing value across the customer life cycle
Changing demands and purchasing behavior for CRM services
Blended sales and support efforts in customer interactions
Interactive voice response and self-service help
Multichannel customer care
Mobile customer care
Fulfillment services via the contact center
Worldwide and U.S. Customer Care BPO Forecast and Analysis
Competitive Analysis and Profiles of CRM Services Leaders
Competitive Landscape of Customer Care BPO Leaders
Worldwide Hosted Contact Center Services Forecast and Analysis
Home-Based Agents: Market Forecast and Analysis
IDC MarketScape: Customer Care BPO Vendor Analysis
In addition to the insight provided in this service, IDC may conduct research on specific topics or emerging market segments via research offerings that require additional IDC funding and client investment.
Key Questions Answered
How large is the worldwide customer care BPO services market opportunity, and what will it be in 2016?
What role do CRM analytical services play in ensuring the success of CRM?
How can CRM application vendors effectively compete in the CRM services market?
What is the competitive market positioning and perception of contact center services firms?
How well are BPO firms meeting clients' nearshore and offshore CRM service needs?
CRM Services Life Cycle
IDC's Worldwide Customer Care BPOServices research examines strategies, market positioning, and overall future direction of several types of CRM and customer care services providers, including:
Customer care BPO and technical support and help desk BPO providers (e.g., Alorica, Convergys, HP, IBM, Sitel, StarTek, Stream, Sykes, Teleperformance Group, TeleTech, and West)
Home-based agent providers (e.g., Alpine Access, Arise, LiveOps, and Working Solutions)
Hosted contact center service providers (e.g., Five9, inContact, and Interactive Intelligence)
Customer care training and support services providers
CRM analytical services providers
Communications and broadband services providers (e.g., AT&T, Verizon, BT, Global Crossing, Qwest, and Telefónica)
Custom Research and Go-to-Market Solutions
For IT suppliers or IT buyers doing business planning and budgeting, sales and marketing, or performance measurement, we have the custom offerings to optimize your success at every stage of your business. Our data- and content-driven approach helps you make better decisions, drive more effective marketing programs, and effectively measure your success - resulting in a greater return on your investment.
Unparalleled Coverage of End-User Requirements Across Vertical Industries
Whether you are a technology buyer or provider, IDC Insights' research translates today's global end-user requirements and trends into business opportunities for your organization. With dedicated businesses targeting energy, financial services, government, healthcare, manufacturing, and retail, IDC provides unmatched integration of global technology and vertical industry expertise to deliver industry-specific customer intelligence that gives clients a powerful business advantage.