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市場調査レポート

CRMアウトソーシングの世界市場:2018年〜2022年

Global CRM Outsourcing Market 2018-2022

発行 TechNavio (Infiniti Research Ltd.) 商品コード 332632
出版日 ページ情報 英文 120 Pages
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CRMアウトソーシングの世界市場:2018年〜2022年 Global CRM Outsourcing Market 2018-2022
出版日: 2018年04月11日 ページ情報: 英文 120 Pages
概要

CRMアウトソーシングについて

顧客関係管理(CRM)アウトソーシングは、サードパーティサービスの形態でアウトソーシングベンダーによって提供される一種の専門サービスです。このサービスには、通信管理、マルチチャネルの顧客エンゲージメント、分析ソリューションが含まれます。

Technavioのアナリストは、2018年から2022年の間に世界のCRMアウトソーシング市場が5.94%のCAGRで成長すると予測しています。

当レポートでは、世界のCRMアウトソーシング市場について調査分析し、市場規模と成長率、市場動向、市場促進要因・課題、市場機会について検証するほか、主要ベンダーなどについて、体系的な情報を提供しています。

第1章 エグゼクティブサマリー

第2章 調査範囲

第3章 調査方法

第4章 市場状況

  • 市場のエコシステム
  • 市場特性
  • 市場セグメンテーション分析

第5章 市場規模

  • 市場の定義
  • 市場規模
  • 市場規模および予測

第6章 ファイブフォース分析

  • バイヤーの交渉力
  • サプライヤーの交渉力
  • 新規参入の脅威
  • 代替品の脅威
  • 競争相手の脅威
  • 市場状況

第7章 顧客情勢

第8章 市場セグメンテーション:エンドユーザー別

  • セグメンテーション:エンドユーザー別
  • 比較:エンドユーザ別
  • 小売 - 市場規模と予測
  • BFSI - 市場規模と予測
  • テレコムおよびIT - 市場規模と予測
  • ヘルスケア - 市場規模と予測
  • その他 - 市場規模と予測
  • 市場機会:エンドユーザー別

第9章 地域情勢

  • 地域別セグメンテーション
  • 地域比較
  • 南北アメリカ - 市場規模と予測
  • 欧州・中東・アフリカ地域 - 市場規模と予測
  • アジア太平洋地域 - 市場規模と予測
  • 主な先進国
  • 市場機会

第10章 意思決定の枠組み

第11章 成長要因と課題

  • 市場の成長要因
  • 市場の課題

第12章 市場動向

  • 新興国でのニアショアリングおよび自家用作業の成長
  • ビッグデータと分析サービスの出現
  • ソーシャルインタラクション需要の高まり
  • 多国籍および中央集中型アウトソーシングモデルの台頭

第13章 ベンダー情勢

  • 概要
  • 創造的破壊の状況
  • 競合情勢

第14章 ベンダー分析

  • 対象ベンダー
  • ベンダー分類
  • ベンダーの市場ポジショニング
  • Accenture
  • Cognizant
  • IBM
  • Infosys
  • HCL Technologies
  • 略語一覧
図表
  • Exhibit 01: Parent market
  • Exhibit 02: Global IT services market
  • Exhibit 03: Market characteristics
  • Exhibit 04: Market segments
  • Exhibit 05: Market definition - Inclusions and exclusions checklist
  • Exhibit 06: Market size 2017
  • Exhibit 07: Validation techniques employed for market sizing 2017
  • Exhibit 08: Global - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 09: Global - Year-over-year growth 2018-2022 (%)
  • Exhibit 10: Five forces analysis 2017
  • Exhibit 11: Five forces analysis 2022
  • Exhibit 12: Bargaining power of buyers
  • Exhibit 13: Bargaining power of suppliers
  • Exhibit 14: Threat of new entrants
  • Exhibit 15: Threat of substitutes
  • Exhibit 16: Threat of rivalry
  • Exhibit 17: Market condition - Five forces 2017
  • Exhibit 18: Customer landscape
  • Exhibit 19: End-user - Market share 2017-2022 (%)
  • Exhibit 20: Comparison by end-user
  • Exhibit 21: Retail - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 22: Retail - Year-over-year growth 2018-2022 (%)
  • Exhibit 23: BFSI - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 24: BFSI - Year-over-year growth 2018-2022 (%)
  • Exhibit 25: Telecom & IT - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 26: Telecom & IT - Year-over-year growth 2018-2022 (%)
  • Exhibit 27: Healthcare - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 28: Healthcare - Year-over-year growth 2018-2022 (%)
  • Exhibit 29: Others - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 30: Others - Year-over-year growth 2018-2022 (%)
  • Exhibit 31: Market opportunity by end-user
  • Exhibit 32: Global - Market share by geography 2017-2022 (%)
  • Exhibit 33: Regional comparison
  • Exhibit 34: Americas - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 35: Americas - Year-over-year growth 2018-2022 (%)
  • Exhibit 36: EMEA - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 37: EMEA - Year-over-year growth 2018-2022 (%)
  • Exhibit 38: APAC - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 39: APAC - Year-over-year growth 2018-2022 (%)
  • Exhibit 40: Key leading countries
  • Exhibit 41: Market opportunity
  • Exhibit 42: Vendor landscape
  • Exhibit 43: Landscape disruption
  • Exhibit 44: Vendors covered
  • Exhibit 45: Vendor classification
  • Exhibit 46: Market positioning of vendors
  • Exhibit 47: Accenture overview
  • Exhibit 48: Accenture - Business segments
  • Exhibit 49: Accenture - Organizational developments
  • Exhibit 50: Accenture - Geographic focus
  • Exhibit 51: Accenture - Segment focus
  • Exhibit 52: Accenture - Key offerings
  • Exhibit 53: Accenture - Key customers
  • Exhibit 54: Cognizant overview
  • Exhibit 55: Cognizant - Business segments
  • Exhibit 56: Cognizant - Organizational developments
  • Exhibit 57: Cognizant - Geographic focus
  • Exhibit 58: Cognizant - Segment focus
  • Exhibit 59: Cognizant - Key offerings
  • Exhibit 60: Cognizant - Key customers
  • Exhibit 61: IBM overview
  • Exhibit 62: IBM- Business segments
  • Exhibit 63: IBM - Organizational developments
  • Exhibit 64: IBM - Geographic focus
  • Exhibit 65: IBM - Segment focus
  • Exhibit 66: IBM- Key offerings
  • Exhibit 67: IBM- Key customers
  • Exhibit 68: Infosys overview
  • Exhibit 69: Infosys - Business segments
  • Exhibit 70: Infosys - Organizational developments
  • Exhibit 71: Infosys - Geographic focus
  • Exhibit 72: Infosys - Segment focus
  • Exhibit 73: Infosys - Key offerings
  • Exhibit 74: Infosys - Key customers
  • Exhibit 75: HCL Technologies overview
  • Exhibit 76: HCL Technologies - Business segments
  • Exhibit 77: HCL Technologies - Organizational developments
  • Exhibit 78: HCL Technologies - Geographic focus
  • Exhibit 79: HCL Technologies - Segment focus
  • Exhibit 80: HCL Technologies - Key offerings
  • Exhibit 81: HCL Technologies - Key customers
目次
Product Code: IRTNTR21396

About CRM Outsourcing

Customer relationship management (CRM) outsourcing is a type of professional service provided by outsourcing vendors in the form of third-party services. The services include communications management, multi-channel customer engagement, and analytic solutions.

Technavio's analysts forecast the global CRM outsourcing market to grow at a CAGR of 5.94% during the period 2018-2022.

Covered in this report

The report covers the present scenario and the growth prospects of the global CRM outsourcing market for 2018-2022. To calculate the market size, the report presents a detailed picture of the market by way of study, synthesis, and summation of data from multiple sources.

The market is divided into the following segments based on geography:

  • Americas
  • APAC
  • EMEA

Technavio's report, Global CRM Outsourcing Market 2018-2022, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years. The report also includes a discussion of the key vendors operating in this market.

Key vendors

  • Accenture
  • Cognizant
  • IBM
  • Infosys
  • HCL Technologies

Market driver

  • Increasing need for large-scale client management
  • For a full, detailed list, view our report

Market challenge

  • Shortage of domain expertise
  • For a full, detailed list, view our report

Market trend

  • The advent of big data and analytics services
  • For a full, detailed list, view our report

Key questions answered in this report

  • What will the market size be in 2022 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?

You can request one free hour of our analyst's time when you purchase this market report. Details are provided within the report.

Table of Contents

PART 01: EXECUTIVE SUMMARY

PART 02: SCOPE OF THE REPORT

PART 03: RESEARCH METHODOLOGY

PART 04: MARKET LANDSCAPE

  • Market ecosystem
  • Market characteristics
  • Market segmentation analysis

PART 05: MARKET SIZING

  • Market definition
  • Market sizing 2017
  • Market size and forecast 2017-2022

PART 06: FIVE FORCES ANALYSIS

  • Bargaining power of buyers
  • Bargaining power of suppliers
  • Threat of new entrants
  • Threat of substitutes
  • Threat of rivalry
  • Market condition

PART 07: CUSTOMER LANDSCAPE

PART 08: MARKET SEGMENTATION BY END-USER

  • Segmentation by end-user
  • Comparison by end-user
  • Retail - Market size and forecast 2017-2022
  • BFSI - Market size and forecast 2017-2022
  • Telecom & IT - Market size and forecast 2017-2022
  • Healthcare - Market size and forecast 2017-2022
  • Market size and forecast 2017-2022
  • Market opportunity by end-user

PART 09: REGIONAL LANDSCAPE

  • Geographical segmentation
  • Regional comparison
  • Americas - Market size and forecast 2017-2022
  • EMEA - Market size and forecast 2017-2022
  • APAC - Market size and forecast 2017-2022
  • Key leading countries
  • Market opportunity

PART 10: DECISION FRAMEWORK

PART 11: DRIVERS AND CHALLENGES

  • Market drivers
  • Market challenges

PART 12: MARKET TRENDS

  • Nearshoring and growing captive operations in emerging countries
  • The advent of big data and analytics services
  • Growing demand for social interaction
  • Rise of multi-country and centralized outsourcing models

PART 13: VENDOR LANDSCAPE

  • Overview
  • Landscape disruption
  • Competitive landscape

PART 14: VENDOR ANALYSIS

  • Vendors covered
  • Vendor classification
  • Market positioning of vendors
  • Accenture
  • Cognizant
  • IBM
  • Infosys
  • HCL Technologies
  • List of abbreviations
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