- The key vendors in the global CRM outsourcing market 2015-2019 are Accenture plc, Capgemini SA, Genpact Ltd., IBM Corp., and Tata Consultancy Services Ltd.
London, 8 June 2015: Technavio, an independent tech-focused global research firm, has announced the publication of its market research report on the global CRM outsourcing market 2015-2019. The increasing application of social customer relationship management (CRM) is a key trend observed in this market. Social CRM provides customer insight and integrates customer relationships on social media platforms like Facebook, LinkedIn, and Twitter. Many companies use social media to determine what people are using and their level of satisfaction with these items, which can then be used to design a marketing strategy. The global CRM outsourcing market is expected to grow at a CAGR of 5.75% during the forecast period of 2014-2019.
Market growth of the global CRM outsourcing market is mainly driven by the rapid adoption of digital solutions and rapid development in the field of technology. Online retail sales have skyrocketed as a result of the growing level of comfort when it comes to currency transactions. Similarly, changing modes of communication have facilitated market growth for both self-service models and agent-led interactions in this market.
“Customers often use social media to publicly discuss brands and engage with other customers to troubleshoot issues related to products, from which companies can determine how to innovate and improve,” says Faisal Ghaus, Vice President of Technavio Research.
“Social CRM is gaining traction in the market because of its capability to provide customer insights. This CRM solution integrates customer relationships on social media platforms such as Facebook, Twitter, and LinkedIn.”
To define the market conditions in the next 3-4 years, Technavio analysts have conducted in-depth analysis of the impact of market drivers, challenges and trends featuring data on product segmentations, vendor shares, growth rate by revenue and an evaluation of the different buying criteria in the order of importance.
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