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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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PRODUCT TITLE

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
FROM

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

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 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

Micro Market Monitor : Speech Analytics Market in North America (2013 - 2019)

Speech analytics, also known as audio mining, is used to spot and analyze spoken words which bring structure to interactions and reveal the information buried in customer contact center. It...

September 2014

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

Customer Engagement in Communications 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 communications...

August 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

Global SaaS-based CRM Software Market 2014-2018

About SaaS-based CRM SaaS-based CRM describes the shift in CRM and other business systems that currently use the internet to provide online access to hosted business software. The growth of the Global...

July 2014
FROM

Global Customer Relationship Management (CRM) Market 2014-2018

About CRM Customer relationship management is a combination of organisational strategy, information systems and technology that is focused on providing better customer service. CRM is defined as a...

June 2014
FROM

Contact Center Outsourcing Services Market in Latin America

The Latin American contact center outsourcing services market experienced high growth during 2012 and 2013, mostly in domestic markets The Latin American market is highly concentrated compared with...

February 2014
FROM

Contact Center's Customer Experience in Brazil

The study covers the quality of Brazilian contact center customer service For example, PROCON state consumer protection bodies are executing national policies at municipal and state levels, while corporate...

February 2014
FROM
Opportunities in a Mature Contact Center Market Opportunities in a Mature Contact Center Market - Product Thumbnail Image

Opportunities in a Mature Contact Center Market

This report forecasts that the total number of contact center seats will shrink from 4 1 million in 2012 to 4 million by 2017 Even so, there are opportunities for vendors in this mature market For example,...

December 2013
FROM

The Rise of Cloud-based Omni-Channel Customer Contact

Today's customers expect companies to provide a consistent and high quality Customer Experience, regardless of channel, including walk-in retail “Omni-channel” strategies that integrate the Web, contact...

December 2013
FROM

Using Information to Develop a Culture of Customer Centricity

Using Information to Develop a Culture of Customer Centricity sets the stage for understanding the holistic marriage of information, socialization, and process change necessary for transitioning an...

November 2013
Customer Relationship Management (CRM) Software - Global Strategic Business Report Customer Relationship Management (CRM) Software - Global Strategic Business Report - Product Thumbnail Image

Customer Relationship Management (CRM) Software - Global Strategic Business Report

This report analyzes the worldwide markets for Customer Relationship Management (CRM) Software in US$ Million by the following Types: On-Premise CRM, & SaaS CRM The Global market is further analyzed...

October 2013
FROM
Integrating Social Media into CRM Integrating Social Media into CRM - Product Thumbnail Image

Integrating Social Media into CRM

Strategies and Tactics for Incorporating Social Comments and Influence into Customer Value The growth of social media is shaking up corporate customer relationship management (CRM) strategies It is...

October 2013
FROM
Customer Experience Monitoring - Global Strategic Business Report Customer Experience Monitoring - Global Strategic Business Report - Product Thumbnail Image

Customer Experience Monitoring - Global Strategic Business Report

This report analyzes the worldwide markets for Customer Experience Monitoring in US$ Million The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, and...

August 2013
FROM

Global Customer Relationship Management Software Market 2012-2016

The analysts forecast the Global Customer Relationship Management (CRM) Software market to grow at a CAGR of 9 09 percent over the period 2012-2016 One of the key factors contributing to this market...

June 2013
FROM

Customer Relationship Management (CRM) Market & Social CRM – Global Advancements, Forecasts & Analysis (2013 – 2018)

Customer Relationship Management (CRM) Market & Social CRM (Social Monitoring; Social Listening; Social Mapping; Social Measurements; Social Engagement; Social Middleware) – Global Advancements, Forecasts...

June 2013
FROM
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