CRM services market set to grow to $45.5 billion by 2006, says IDC

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The worldwide market for CRM-related services will grow by 18.6 per cent year-on-year to hit $45.5 billion by 2006, according to figures released today by IDC.

According to a new report entitled, Worldwide CRM services market forecast and analysis 2001-2006, the more generalised customer care services sector, which comprises outsourcing and consultancy, is likewise expected to grow from $34.9 billion in 2001 to $90.3 billion within five years.

The market researcher also points out that growth has been particularly swift in the field of outsourced customer care services, where a diverse range of players, whether supplying niche or more vanilla offerings, have managed to thrive.

Brian Bingham, programme manager at IDC’s CRM and customer care services research unit, said: “Service providers can expect to see a furtherance in revenue opportunities from clients in search of CRM strategy consultation and outsourced customer care services over the next five years.”

But he recommends that users adopt an incremental approach to CRM services, while keeping their eye on a wider, more long-term corporate vision, and that they consider adopting a mixture of a ‘design and build’ and an ‘operate’ approach to CRM services.

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