Gartner Research

Market Trends: Changing Demographic and Technology Trends Favor CRM BPO

Published: 27 March 2008

ID: G00156258

Analyst(s): Matthew Goldman , TJ Singh


Gartner estimates that the worldwide CRM business process outsourcing market will grow at a steady pace to exceed $50 billion in 2011. In the near term, financial market disruption, demographic shifts and technology-induced changes in consumer behavior will influence the CRM BPO market.

Table Of Contents
  • Overview
  • Prospect of a Recession in the U.S. and Slowdown in Western Europe and Asia in 2008
    • Near-Term Economic Impact (12 to 18 Months): Neutral
    • Short-Term Economic Impact (Two to Three Years): Neutral or Negative
  • Social Trend: Changing Consumer Demographics
    • Near-Term/Short-Term Social Impacts (One to Three Years): Positive
  • Technology Trend: Pace of Innovation in Consumer Technologies
    • Near-Term/Short-Term Technology Impacts (One to Three Years): Positive

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