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CRM
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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
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Analysis of the Argentinean and Chilean Contact Center Outsourcing Services Market 2013
Frost & Sullivan, Feb 2013 , Pages: 98The contact center outsourcing services market witnessed growth in revenue and workstations in Argentina and Chile during 2011 and 2012 The economic downturn in Europe and United States slowed demand... -
Analysis of the Colombian and Peruvian Contact Center Outsourcing Services Markets 2013
Frost & Sullivan, Jan 2013 , Pages: 91The CRM development of Colombia and Peru The Colombian and Peruvian contact center markets witnessed strong development in 2012 Despite growth slightly decelerating from 2011, positive investment atmosphere... -
mobileYouth Briefing - How can peer-to-peer customer service reduce costs and increase loyalty for mobile operators?
MobileYouth, Jan 2013 , Pages: 18Customer service is a key touchpoint for mobile operators to build meaningful relationships with customers Online peer-to-peer support communities allow mobile brands to turn customer issues into opportunities... -
Update on the CRM BPO and Contact Center Outsourcing Services Markets in Brazil - Moving from Contact Center to Customer Experience
Frost & Sullivan, Dec 2012 , Pages: 61Moving from Contact Center to Customer Experience The base year for this study is 2011 Due to the economy, the market demand for customer care outsourcing continues to grow Market participants reported... -
Proactive Consumer Fraud Communications: Don't Call Me, I'll Call You
Mercator Advisory Group, Dec 2012 , Pages: 21Contemporary consumers want to have more control over their money They are demanding more information faster and access to updates on activity taking place on their accounts They are also becoming increasingly... -
Customer Experience: Assuring service quality for every customer
TM Forum, Dec 2012 , Pages: 48Seeking to grow profitability, service providers are increasingly turning to initiatives in customer experience to differentiate themselves As we have discussed in previous reports, every touch point... -
2012 Customer Contact Experience Benchmarks- Utility Providers Industry
Frost & Sullivan, Sep 2012 , Pages: 124Assessing the Customer Contact Experience in the United States The objective of this research service was to assess customer contact experiences in telephone-live agent and interactive voice response... -
Customer Contact Experience Benchmarks - PC Manufacturers Industry
Frost & Sullivan, Aug 2012 , Pages: 142Assessing the Customer Contact Experience in the United States This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer... -
Customer Experience: Caring across multi-channels
TM Forum, Aug 2012 , Pages: 30Success in providing good customer experience is about profitability and sustainability – but doing it well has become even harder as the channels of communication with customers have multiplied In... -
Future of Mobile Money in Europe and North America: Critical Requirements and Strategies for Success
Clarion Events Ltd, Jul 2012 , Pages: 68This report has four areas of focus: 1 Making or accepting payments from bank accounts using mobile handset - includes payments made through non-traditional providers such as PayPal, and payments made... -
Future of Mobile Money in Africa: Critical Requirements and Strategies for Success
Clarion Events Ltd, May 2012 , Pages: 56This report focuses on Person-to-Person (P2P) payments, details: - growth opportunities in MMT and P2P and analysis of trends - strategies benefiting businesses consumers and economies - requirements... -
Analysis of the Mexican and Central America and Caribbean Contact Center Outsourcing Services Market
Frost & Sullivan, Apr 2012 , Pages: 88How Has The Industry Evolved? This study examines the trends in the contact center outsourcing services markets in Mexico as well as Central America and the Caribbean It forecasts market demand and... -
Content Management Software - Global Strategic Business Report
Global Industry Analysts, Inc, Oct 2011 , Pages: 922This report analyzes the worldwide markets for Content Management Software in US$ Millions by the following Product Segments: Web Content Management (WCM), Document Management, Digital Asset Management... -
CRM France 2011 - Module Sectoriel
Pierre Audoin Consultants (PAC), Sep 2011 , Pages: 13L’étude CRM est basée sur plus de 10 ans de suivi du marché incluant des entretiens avec les utilisateurs et des offreurs du marché Le marché du logiciel CRM pèse plus de 350 M€ en produits (Licences... -
CRM France 2011
Pierre Audoin Consultants (PAC), Jun 2011 , Pages: 50L’étude CRM est basée sur plus de 10 ans de suivi du marché incluant des entretiens avec les utilisateurs et des offreurs du marché Le marché du logiciel CRM pèse plus de 350 M€ en produits (Licences... -
CRM Business Trends 2010
Ovum, Feb 2011 , Pages: 51Introduction Trends associated with contact center outsourcing and services, based on interviews with contact center managers across major geographies and verticals. Features and benefits - Trends... -
The Impact of Social CRM on Retail Banking
Ovum, Feb 2011 , Pages: 40Introduction Social networking transcends boundaries, encouraging interaction and collaboration between disparate users united by a common cause, belief, issue or interest. With social media destined... -
Business Trends 2010: Knowing Your CRM Outsourcing Customer in Australia
Ovum, Jan 2011 , Pages: 23Introduction This brief is based on Ovum's annual CRM outsourcing Business Trends data of respondents across verticals and examines trends in the Australian outsourced contact center market, taking... -
The future of CRM outsourcing in Egypt
Ovum, Aug 2010 , Pages: 11Until recently, Egypt was regarded as an unsuitable destination for outsourcing delivery. However, with deployments by some of the world’s largest outsourcers, Egypt has become one of the fastest growing... -
Profiting in the domestic Indian CRM outsourcing market
Ovum, Aug 2010 , Pages: 31The Indian domestic CRM outsourcing market is expanding rapidly, and vendors are clamoring to get into a market that is expected to continue to grow over the coming years. This strategic focus highlights... -
Handling the Difficult Customer
Ashgate Publishing, May 2010 , Pages: 15The TakeAway Training Film Series comprises short, practical training films providing managers, supervisors and staff with techniques, advice and ideas on some of the key areas of their job. The series... -
Introductory Statistics. Edition No. 3
Elsevier Science and Technology, Mar 2010 , Pages: 848In this 3rd edition revised text, master expositor Sheldon Ross has produced a unique work in introductory statistics. The text's main merits are the clarity of presentation, contemporary examples and... -
Contact Centres Market Assessment 2010
Key Note Publications Ltd, Feb 2010 , Pages: 224Approximately 307,000 people worked in customer service in the UK in the second quarter of 2009, and another 84,000 worked in call or contact centres In addition, 96,000 people were managers in customer... -
Market Research - Philippines Contact Center and BPO Services Market 2010 - 2015
Asia Pacific Research Group (APRG), Dec 2009 , Pages: 17The Philippines Contact Center industry has seen rapid growth over the last three years as US and EU companies seek to reduce OPEX costs (wages in the Philippines are a fraction of US wages), Since... -
Decision Matrix: Selecting a Contact Center Analytics Vendor (Competitor Focus)
Datamonitor, Jun 2009 , Pages: 42The Contact Center Analytics Decision Matrix outlines the competitive dynamics within the market and guides IT decision makers to select a vendor based on its product strength, reputation among customers,... -
Decision Matrix: Government CRM (Competitor Focus)
Datamonitor, Mar 2009 , Pages: 30As governments look for ways to provide more personalized public services, they are increasingly looking to Constituent Relationship Management (CRM) to align service delivery with constituent needs.... -
Decision Matrix: Selecting an On-demand CRM vendor (Competitor Focus)
Datamonitor, Jan 2009 , Pages: 44Due to demand from enterprises looking to invest in on-demand CRM solutions, Datamonitor has developed the on-demand CRM Decision Matrix. The Decision Matrix provides a comprehensive and transparent... -
Matrix Methods. Edition No. 3
Elsevier Science and Technology, Dec 2008 , Pages: 432Matrix Methods: Applied Linear Algebra, 3e, as a textbook, provides a unique and comprehensive balance between the theory and computation of matrices. The application of matrices is not just for mathematicians.... -
On-demand CRM: From Top-lines to Bottom-lines (Strategic Focus)
Datamonitor, Oct 2008 , Pages: 52The on-demand CRM model is expected to witness solid growth rates over the medium term. However, many on-demand vendors are witnessing unique competitive pressures and are yet to find profitability.... -
CRM & Business Intelligence Market 2007-2010 - Bundled Report
Infiniti Research Limited, Oct 2008 , Pages: 34Increase of investments in improving customer service, productivity of customer-facing employees, marketing automation and sales force automation are driving sales of CRM applications. Further, the... -
CRM Software & Application Management Services Market 2007-2010 - Bundled Report
Infiniti Research Limited, Oct 2008 , Pages: 34Increase of investments in improving customer service, productivity of customer-facing employees, marketing automation and sales force automation are driving sales of CRM applications. Further, the... -
CRM in the Contact Center and the Emergence of the Unified Agent Desktop (Strategic Focus)
Datamonitor, Oct 2008 , Pages: 46Customer service and support solutions are being developed with the user interface and customer experience in mind. Vendors are offering unified desktop solutions, which integrate multiple systems and... -
The 2009-2014 World Outlook for Customer Relationship Management (CRM) Support and Services
ICON Group International, Sep 2008 , Pages: 216WHAT IS LATENT DEMAND AND THE P.I.E.? The concept of latent demand is rather subtle. The term latent typically refers to something that is dormant, not observable or not yet realized. Demand is the... -
The 2009-2014 World Outlook for Customer Relationship Management (CRM) Software
ICON Group International, Sep 2008 , Pages: 210WHAT IS LATENT DEMAND AND THE P.I.E.? The concept of latent demand is rather subtle. The term latent typically refers to something that is dormant, not observable or not yet realized. Demand is the... -
Customer Relationship Management Market Assessment 2008
Key Note Publications Ltd, Sep 2008 , Pages: 102The past 3 years have seen much consolidation in the customer relationship management (CRM) industry, with some of the large CRM players being acquired by even larger software development companies... -
The Constant Customer
HRD Press, Sep 2008 , Pages: 108These are trying times. The economy has created an environment that forces customers to make more decisions, be more selective and cut back on items they may not have given a second thought to only... -
Theory and Practice of Credit Risk Modelling
Incisive Media, Jun 2008 , Pages: 342The rise of credit markets over the past decade has been nothing short of spectacular Their current state of turmoil is nothing short of mind-boggling It seems to be a perfect moment for putting together... -
CRM and the Move to Constituent-Centric Government (Strategic Focus)
Datamonitor, Jun 2008 , Pages: 37As governments look for ways to provide more personalized service, CRM offers opportunities to align services more closely to constituents needs As governments look for ways to provide more personalized... -
Differentiating and Competing Through Customer Relationship Management (CRM)
Thomas Schinkel and Associates, Dec 2007 , Pages: 23This white paper deals with the strategic and practical aspects of customer relations management – CRM The author - Thomas Schinkel examines the fundamental changes that need to accompany a CRM program... -
Multi-channel CRM: Balancing Call Centres and Web-Based Contact
Intelligent Business Research Services, Nov 2007 , Pages: 2Multi-channel CRM is an area in which technology has to serve people, and when it does not, the disappointment and failure is measurable. In call centres, and in the growing, though underutilised implementation... -
Customer Relationship Management (CRM) Software in Germany: A Strategic Reference, 2006
ICON Group International, Jul 2007 , Pages: 194How to Strategically Evaluate Germany Perhaps the most efficient way of evaluating Germany is to consider key dimensions which themselves are composites of multiple factors. Composite portfolio approaches... -
North American Hosted CRM Applications Market
Frost & Sullivan, Nov 2006Hosted CRM has been one of the best success stories in the enterprise software industry This research study looks at market trends, drivers, and restraints for the North American Hosted CRM market It... -
Customer Relationship Management Market Assessment 2006
Key Note Publications Ltd, Aug 2006 , Pages: 115In 2005, there was a resurgence of interest in customer relationship management (CRM), with commentators, as they had in the late 1990s, reiterating that CRM is about more than technology — it is about... -
EMEA Hosted Contact Center Markets
Frost & Sullivan, Jul 2006This Frost & Sullivan research service entitled EMEA Hosted Contact Centre Markets provides valuable insights into spending trends and market dynamics in the hosted contact centre/managed services market... -
North American Automatic Call Distributor Systems Markets
Frost & Sullivan, Apr 2006This Frost & Sullivan research service titled North American Automatic Call Distributor Systems Market provides an overview of current and forecast spending on ACD systems, analysis of spending by end-user... -
Asia Pacific Contact Center Market - End-User Analysis - Thailand
Frost & Sullivan, Dec 2005This Frost & Sullivan research service entitled Asia Pacific Contact Center Market - End User Analysis - Thailand provides an end-user perspective of Thailand contact centers on industry growth trends,... -
Asia Pacific Contact Center Market - End-User Analysis - South Korea
Frost & Sullivan, Dec 2005This Frost & Sullivan research service entitled "Asia Pacific Contact Center Market - End User Analysis - South Korea" provides an end-user perspective of South Korea contact centers on industry growth... -
Asia Pacific Contact Center Market - End-User Analysis - Singapore
Frost & Sullivan, Dec 2005This Frost & Sullivan research service entitled Asia Pacific Contact Center Market - End User Analysis - Singapore provides an end-user perspective of Singapore contact centers on industry growth trends,... -
Asia Pacific Contact Center Market - End-User Analysis - Philippines
Frost & Sullivan, Dec 2005Contact Center Telecom Vendors Need to Provide Complete Solutions to Stay Competitive It is critical in the current contact center market to fully understand the customer base but also the challenges... -
Asia Pacific Contact Center Market - End-User Analysis - Malaysia
Frost & Sullivan, Dec 2005This Frost & Sullivan research service entitled Asia Pacific Contact Center Market - End User Analysis - Malaysia provides an end-user perspective of Malaysian contact centers on industry growth trends,...
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