CRMアウトソーシングの世界市場2015-2019

調査会社Technavio社が発行したリサーチレポート(データ管理コード:IRTNTR6123)
◆英語タイトル:Global CRM Outsourcing Market 2015-2019
◆発行会社/調査会社:Technavio
◆商品コード:IRTNTR6123
◆発行日:2015年6月10日
◆調査対象地域:グローバル
◆産業分野:サービス
◆ページ数:76
◆レポート言語:英語
◆レポート形式:pdf
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当調査レポートでは、CRMアウトソーシングの世界市場について調査・分析し、エグゼクティブサマリー、市場概観、業界の構造分析、CRMアウトソーシングの世界市場規模及び予測、需要先別分析、市場シェア、地域別分析、購買基準、市場成長要因、市場の課題、市場動向、競争状況、主要企業(ベンダー)分析などの情報をお届けいたします。
*** レポート概要(サマリー)***

About CRM Outsourcing
Customer relationship management (CRM) has become one of the most influential factors in building brand loyalty and strengthening of brand image. Call center interaction in CRM is often cited in defining customer service; however, there are many facets of CRM outsourcing that have evolved with rising customer needs and expectations. With the growing digitization in the CRM industry, service providers are innovating on their service offerings to expand their portfolio beyond call centers. These offerings include modern communication, multi-channel engagement of customers, self-service, and analytics solutions.
Technavio’s analysts forecast the global CRM outsourcing market to grow at a CAGR of 5.75% over the period 2014-2019.

[Covered in this Report]
The global CRM outsourcing market is segmented on the basis of services end-users.
Technavio’s report, Global CRM Outsourcing Market 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. It covers the market landscape and its growth prospects in the coming years. The report also includes a discussion on the key vendors operating in this market.

[Key Vendors]
• Accenture
• Capgemini
• Genpact
• IBM
• Tata Consultancy Services

[Other Prominent Vendors]
• 3i infotech
• Aditya Birla Minacs
• Aegis
• Cognizant
• Convergys
• EXL
• Firstsource
• HCL
• Hinduja Global Solutions
• HP
• Infosys
• Intelenet
• NCO Financial
• Sitel
• Teleperformance
• Teletech
• West
• Wipro
• WNS
• Xerox

[Market Driver]
• Cost-effective Operations
• For a full, detailed list, view our report

[Market Challenge]
• Attrition
• For a full, detailed list, view our report

[Market Trend]
• Cloud-based CRM
• For a full, detailed list, view our report

[Key Questions Answered in this Report]
• What will the market size be in 2018 and what will the growth rate be?
• What are the key market trends?
• What is driving this market?
• What are the challenges to market growth?
• Who are the key vendors in this market space?
• What are the market opportunities and threats faced by the key vendors?
• What are the strengths and weaknesses of the key vendors?

*** レポート目次(コンテンツ)***

01. Executive Summary

02.List of Abbreviations

03.Scope of the Report
03.1 Market Overview
03.2 Product Offerings

04.Market Research Methodology
04.1 Market Research Process
04.2 Research Methodology

05.Introduction

06.Market Landscape
06.1 Market Overview
06.1.1 CRM Outsourcing Value Chain
06.2 Market Size and Forecast
06.3 Five Forces Analysis

07.Market Segmentation by End-users
07.1 Global CRM Outsourcing Market by End-users 2014

08.Geographical Segmentation
08.1 Global CRM BPO Market by Geographical Segmentation 2014

09.Buying Criteria

10.Market Growth Drivers

11.Drivers and their Impact

12.Market Challenges

13.Impact of Drivers and Challenges

14.Market Trends

15.Trends and their Impact

16.Vendor Landscape
16.1 Competitive Scenario
16.2 Market Share Analysis 2013
16.3 Other Prominent Vendors
16.3.1 Cognizant
16.3.2 Convergys
16.3.3 HP
16.3.4 Infosys
16.3.5 NCO Financial Systems
16.3.6 Sitel
16.3.7 Teleperformance
16.3.8 Wipro
16.3.9 Xerox

17.Key Vendor Analysis
17.1 Accenture
17.1.1 Key Facts
17.1.2 Business Overview
17.1.3 Business Segmentation by Revenue 2013
17.1.4 Business Segmentation by Revenue 2012 and 2013
17.1.5 Geographical Segmentation by Revenue 2013
17.1.6 Business Strategy
17.1.7 Key Information
17.1.8 SWOT Analysis
17.2 Capgemini
17.2.1 Key Facts
17.2.2 Business Overview
17.2.3 Business Segmentation by Revenue 2013
17.2.4 Business Segmentation by Revenue 2012 and 2013
17.2.5 Geographical Segmentation by Revenue 2013
17.2.6 Business Strategy
17.2.7 Key Developments
17.2.8 SWOT Analysis
17.3 Genpact
17.3.1 Key Facts
17.3.2 Business Overview
17.3.3 Services Segmentation by Revenue
17.3.4 Services Segmentation by Revenue
17.3.5 Geographical Segmentation by Revenue
17.3.6 Business Strategy
17.3.7 Recent Developments
17.3.8 SWOT Analysis
17.4 IBM
17.4.1 Key Facts
17.4.2 Business Description
17.4.3 Business Segmentation
17.4.4 Revenue Segmentation by Business Segment
17.4.5 Revenue Segmentation by Business Operation
17.4.6 Revenue Comparison of Business Segments 2012 and 2013
17.4.7 Revenue Segmentation by Geography
17.4.8 Business Strategy
17.4.9 Key Developments
17.4.10 SWOT Analysis
17.5 TCS
17.5.1 Key Facts
17.5.2 Business Overview
17.5.3 Business Segmentation by Revenue 2013
17.5.4 Business Segmentation by Revenue 2012 and 2013
17.5.5 Geographical Segmentation by Revenue 2013
17.5.6 Business Strategy
17.5.7 Recent developments
17.5.8 SWOT Analysis

18.Other Reports in this Series

[List of Exhibits]

Exhibit 1: Market Research Methodology
Exhibit 2: CRM Outsourcing Value Chain
Exhibit 3: Global CRM Outsourcing Market 2014-2019 ($ billions)
Exhibit 4: Global CRM Outsourcing Market by End-users 2014
Exhibit 5: Global CRM Outsourcing Market by Geographical Segmentation 2014
Exhibit 6: Accenture: Business Segmentation by Revenue 2013
Exhibit 7: Accenture: Business Segmentation by Revenue 2012 and 2013 ($ millions)
Exhibit 8: Accenture: Geographical Segmentation by Revenue 2013
Exhibit 9: Capgemini: Business Segmentation by Revenue 2013
Exhibit 10: Capgemini: Business Segmentation by Revenue 2012 and 2013 ($ millions)
Exhibit 11: Capgemini: Geographical Segmentation by Revenue 2013
Exhibit 12: Services Segmentation of Genpact by Revenue 2013
Exhibit 13: Services Segmentation of Genpact by Revenue 2012 and 2013 ($ millions)
Exhibit 14: Geographical Segmentation of Genpact by Revenue 2013
Exhibit 15: IBM: Business Segmentation
Exhibit 16: IBM: Revenue Segmentation by Business 2013
Exhibit 17: IBM: Revenue Segmentation 2013
Exhibit 18: IBM: Revenue Comparison of Business Segments 2012 and 2013 ($ millions)
Exhibit 19: IBM: Revenue Segmentation by Geography 2013
Exhibit 20: TCS: Business Segmentation by Revenue 2013
Exhibit 21: TCS: Business Segmentation by Revenue 2012 and 2013 ($ billions)
Exhibit 22: TCS: Geographical Segmentation by Revenue 2013



*** 掲載企業 ***

Accenture, Capgemini, Genpact, IBM, Tata Consultancy Services, 3i infotech, Aditya Birla Minacs, Aegis, Cognizant, Convergys, EXL, Firstsource, HCL, Hinduja Global Solutions, HP, Infosys, Intelenet, NCO Financial, Sitel, Teleperformance, Teletech, West, Wipro, WNS, Xerox

*** レポートのキーワード ***

CRMアウトソーシング、顧客管理、業務代行、アウトソーシングサービス

*** 調査方法 ***

一次資料による調査(業界専門家、ベンダー、代理店、顧客等を対象にしたデプスインタビュー調査など)及び二次資料による調査(Technavio独自のプラットフォーム、産業書籍、企業報告書、ニュース記事、アナリストレポート、貿易協会、政府機関発行データなど)

*** 免責事項 ***
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