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CRM

CRM (Customer Relationship Management) is a global multibillion dollar industry. United Kingdom, Germany, and France are the three major markets with strong growth prospects, but emerging markets in Asia are also witnessing fast growth as US and EU companies relocate to destinations with lower wage costs.

From content management software (CMS) to contact/call centers, CRM applications to CRM Analytics: the reports and books listed under Research and Markets’ CRM category allow you to explore the best business and investment opportunities in this truly global industry. You can also analyse the strategies and services of major industry players such as Oracle Corporation, SAP AG and Salesforce. Who are the top CRM System Providers in the US? How has the Mexican and Central America contact center outsourcing services market evolved? The answers to these – and many more – key market questions are all here!

More publications on contact centres focusing on the technological aspects can be found under the Call Centres sub-category of the Telecommunications and Networks sections. Show Less
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The Potential for Internet of Things (IoT) in Customer Service

This research identifies the Internet of Things (IoT) as one of the most important Mega Trends for today’s organizations to consider. IoT-enabled devices are programmed to alert the users to anomalies...

April 2015
FROM

The Changing Landscape for Customer Support and CRM

Customers are becoming more reliant on computer hardware, software, and services in their lives and work. And while customers have had to become more knowledgeable about the technologies they own, use,...

April 2015
FROM

CRM Analytics Market by Type - Global Forecast to 2019

CRM Analytics Market by Type (Sales Analytics, Customer Analytics, Contact Center Analytics, Marketing Analytics, Web & Social Media Analytics) - Global Forecast to 2019 The CRM analytics are widely...

April 2015
FROM

WebRTC in Customer Service: Opportunities and Challenges

Web Real-Time Communications (WebRTC) is a powerful and evolving open source standard that may be the answer to customers’ and companies’ communications needs. WebRTC allows customers and agents to...

April 2015
FROM

Machine Learning Meets Marketing

This report explains why these new solutions represent a major improvement over existing marketing automation measurements, how they work, and how different vendors are exposing machine learning capabilities...

April 2015
FROM

Customers Want Fast Answers Online, Not Waiting on a Phone Line: Virtual Assistants are Essential

U.S. companies lose $ billion each year due to poor customer experiences; and companies around the globe suffer similar fates. It is also well documented that it costs more to win a new customer than...

March 2015
FROM

Digital Marketing Software Market by Software, by Deployment, by Verticals - Global Forecast to 2019

Digital Marketing Software Market by Software (CRM, E-mail, Ecommerce, Marketing Automation, Web Analytics, Web Content Management & Social CRM), by Deployment (On-Premise, Cloud), by Verticals (BFSI,...

March 2015
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Global Social Customer Relationship Management (CRM) Software Market 2015-2019

About Social CRM Social CRM is an evolution of CRM, which uses social media services, techniques, and technology to enable organizations engage with their target customers. It is a business strategy,...

February 2015
FROM
CRM System Providers in the US CRM System Providers in the US - Product Thumbnail Image

CRM System Providers in the US

CRM System Providers In the five years to 2015, revenue for the CRM System Providers industry has been steadily increasing. Strong corporate profit and economic recovery resulted in many operators...

February 2015
FROM

CRM Market in China 2015-2019

About CRM A CRM is a software solution used to manage organizational interaction with the existing and prospective customers. CRM is defined as a management philosophy that aims to create, develop,...

February 2015
FROM

Growth Verticals: Customer Care Outsourcing North America

The North American contact center outsourcing market - which is quite mature and fragmented - is being driven by inbound customer care, acquisitions, sales, and technical support. Customer care outsourcing...

February 2015
FROM
Contact Centres Market Report 2015 Contact Centres Market Report 2015 - Product Thumbnail Image

Contact Centres Market Report 2015

The past few years have seen the UK contact centres market continue to strengthen in the wake of the recession and weakened economic environment, with total market turnover rising by an unprecedented...

February 2015

Social Customer Relationship Management (CRM) Market by Solution, by Deployment - Global Forecasts to 2019

Social Customer Relationship Management (CRM) Market by Solution (Social Monitoring, Social Listening, Social Mapping, Social Measurements, Social Engagement, Social Middleware), by Deployment (Hosted,...

January 2015
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Customer Engagement in Retail and Consumer in Europe and North America

This study’s objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the retail and consumer vertical. About 55% of North American...

December 2014
FROM

Customer Engagement in Government and Education in Europe and North America

This study’s objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the government and education vertical. The use of Web self-service,...

October 2014
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Deepening Customer Relationships with Wealth Management Banking

Banks and other financial institutions are demonstrating renewed interest in reaching out to potential customers for wealth management banking products and services, even those on the lower end of the...

October 2014

Customer Engagement in Healthcare in Europe and North America

The objective of this study is to analyze the current and future adoption trends of various customer contact strategies, enabling technologies, and services in the healthcare vertical. North American...

October 2014
FROM

The Great Game: The Struggle for North America Leadership in Customer Care Outsourcing

This research provides an updated overview of the subset of the business process outsourcing (BPO) industry. It includes a complete analysis of key industry challenges, market drivers, and current trends...

October 2014
FROM

Customer Engagement in Manufacturing in Europe and North America

The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the manufacturing...

August 2014
FROM

Customer Engagement in Financial Services in Europe and North America

The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the financial...

August 2014
FROM
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