by: Karen Cayamanda
Friday, June 26, 2015 | Outsourcing News |
According to the Global CRM Outsourcing Market 2015-2019 report by Research and Markets, the global customer relationship management (CRM) outsourcing market will grow by 5.75% over the period of 2014-2019.
CRM plays a significant role in brand awareness, establishing loyalty, and strengthening brand presence, and it continues to evolve to keep up with the ever increasing needs and expectations of customers. In turn, CRM service providers are pushed to innovate and offer more than just call center work. Services expand to include modern communication, customer engagement using multiple channels, self-service, as well as analytics solutions.
A market trend observed is that clients are adopting social CRM, mainly since it enables easy access to applications and it offers certain benefits such as cost reduction, reliability, scalability, as well as agility.
The report also stated that cost-effectiveness is one of the key growth drivers of the CRM outsourcing market. By outsourcing, companies can reduce costs especially on business functions that require infrastructure, capital investments, as well as HR training.
Big players in the CRM outsourcing market include Accenture, Capgemini, Genpact, IMB, and Tata Consultancy Services.
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