Gartner Research

Market Trends: CRM BPO, Weathering the Perfect Storm of Technology, Economics and Social Demographics

Published: 25 March 2010

ID: G00174527

Analyst(s): TJ Singh

Summary

The worldwide customer management business process outsourcing market continues to grow at a steady, measured pace. Use this research to understand evolving market conditions and to support strategic planning initiatives.

Table Of Contents
  • Overview
  • Socioeconomic and Demographic Evolution
    • Recommendations for Providers
  • WAH — The Emerging Alternative Sourcing Model
    • Recommendations for Providers
  • Value-Based Services — The Growth of Analytics, Self-Service and Multichannel Services
    • Recommendations for Providers
  • Continued Service Provider Consolidation (M&A) in the CRM BPO Market
    • Recommendations for Providers

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