表紙：CRMアウトソーシング市場規模、シェア、成長分析、展開タイプ別、サービスタイプ別、組織規模別、産業別、地域別、2025～2032年産業予測

市場調査レポート

商品コード

1755469

CRMアウトソーシング市場規模、シェア、成長分析、展開タイプ別、サービスタイプ別、組織規模別、産業別、地域別、2025～2032年産業予測

CRM Outsourcing Market Size, Share, and Growth Analysis, By Deployment Type (Cloud, On Premises), By Service Type (Consulting Services, Implementation And Integration), By Organization Size, By Industry Vertical, By Region - Industry Forecast 2025-2032

出版日: 2025年06月16日
発行: SkyQuest
ページ情報: 英文 196 Pages
納期: 3～5営業日

価格

PDF & Excel (Single User License)

USD 5,300 771,574円

レポートPDF・Excelを1 名様のみがご利用頂けるライセンスです。PDF・Excell内のテキスト等のコピーは可能です。PDF・Excelの印刷は可能ですが、印刷したもののご利用はPDF・Excelのご利用範囲に準拠します

PDF & Excel (Multiple User License)

USD 6,200 902,596円

レポートPDF・Excel2-5名様までがご利用頂けるライセンスです。PDF・Excel内のテキスト等のコピーは可能です。PDF・Excelの印刷は可能ですが、印刷したもののご利用はPDF・Excelのご利用範囲に準拠します。

PDF & Excel (Enterprise License)

USD 7,100 1,033,618円

レポートPDF・Excelを同一企業に所属の全世界の方にご使用頂けるライセンスです。PDF・Excel内のテキスト等のコピーは可能です。PDF・Excelの印刷は可能ですが、印刷したもののご利用はPDF・Excelのご利用範囲に準拠します。

価格表記: USDを日本円(税抜)に換算

本日の銀行送金レート: 1USD=145.58円

全表示
概要
目次

概要

サンプル依頼リストに入れる

CRMアウトソーシングの世界市場規模は、2023年に396億米ドルと評価され、予測期間（2025～2032年）のCAGRは9.7％で成長し、2024年の434億4,000万米ドルから2032年には911億1,000万米ドルに成長する展望です。

CRMアウトソーシング市場は、CRMプラットフォームの複雑化、オムニチャネルによる顧客エンゲージメントの需要、世界市場における24時間サービスの必要性によって大きな成長を遂げています。このような先進的システムの維持が不可欠になるにつれ、CRMの専門知識をマネージドサービスプロバイダに求める企業が増えています。クラウドベースのソリューションの台頭は拡大性とコスト効率を提供し、企業はハードウェアに多額の投資をすることなくパフォーマンスを最適化できます。新興技術とAIの統合は、顧客体験をさらに向上させています。北米は、小売、BFSI、ヘルスケアなどのセグメントでCRMアウトソーシングの導入が進んでおり、技術の進歩と主要な産業参入企業の存在感が強いことから、市場をリードしています。

市場概要
コンサルティングサービス
- 戦略コンサルティング
- システムインテグレーションコンサルティング
実装とインテグレーション
- カスタマイズと構成
- ソフトウェアの展開
マネージドサービス
- アプリケーション管理
- インフラ管理
- テクニカルサポート

CRMアウトソーシング市場規模：組織規模別&CAGR（2025～2032年）

市場概要
大企業
中小企業
- 中堅企業
- 中小企業

CRMアウトソーシング市場規模：産業別&CAGR（2025～2032年）

市場概要
BFSI
- 銀行業務
- 保険
政府と公共部門
ヘルスケア
- 病院とクリニック
- 医薬品
IT・通信
- ITサービス
- 通信サービス
製造業
小売
- オフライン小売
- オンライン小売

CRMアウトソーシング市場規模&CAGR（2025～2032年）

北米
- 米国
- カナダ
欧州
- ドイツ
- スペイン
- フランス
- 英国
- イタリア
- その他の欧州
アジア太平洋
- 中国
- インド
- 日本
- 韓国
- その他のアジア太平洋
ラテンアメリカ
- ブラジル
- その他のラテンアメリカ
中東・アフリカ
- GCC諸国
- 南アフリカ
- その他の中東・アフリカ

競合情報

上位5社の比較
主要企業の市場ポジショニング（2024年）
主要市場企業が採用した戦略
最近の市場動向
企業の市場シェア分析（2024年）
主要企業の企業プロファイル
- 企業の詳細
- 製品ポートフォリオ分析
- 企業のセグメント別シェア分析
- 収益の前年比比較（2022～2024年）
  主要企業プロファイル
  - Accenture（アイルランド）
  - IBM（米国）
  - Capgemini（フランス）
  - Cognizant（米国）
  - Wipro（インド）
  - Infosys（インド）
  - Tata Consultancy Services（TCS）（インド）
  - Concentrix（米国）
  - Teleperformance（フランス）
  - Foundever（米国）
  - Alorica（米国）
  - Genpact（米国）
  - HCL Technologies（インド）
  - Sutherland（米国）
  - Tech Mahindra（インド）
  - TDCX（シンガポール）
  - Amdocs（米国）

結論と提言

Product Code: SQMIG45C2108

Global CRM Outsourcing Market size was valued at USD 39.6 billion in 2023 and is poised to grow from USD 43.44 billion in 2024 to USD 91.11 billion by 2032, growing at a CAGR of 9.7% during the forecast period (2025-2032).

The CRM outsourcing market is witnessing significant growth driven by the increasing complexity of CRM platforms, the demand for omnichannel customer engagement, and the necessity for round-the-clock service in global markets. Businesses are increasingly turning to managed service providers for CRM expertise as maintaining these sophisticated systems becomes essential. The rise of cloud-based solutions offers scalability and cost-efficiency, allowing companies to optimize performance without hefty investments in hardware. The integration of emerging technologies and AI is further enhancing customer experiences. North America leads the market, attributed to its technological advancements and a strong presence of key industry players, with high adoption of CRM outsourcing in sectors like retail, BFSI, and healthcare.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global CRM Outsourcing market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global CRM Outsourcing Market Segments Analysis

Global CRM Outsourcing Market is segmented by Deployment Type, Service Type, Organization Size, Industry Vertical and region. Based on Deployment Type, the market is segmented into Cloud and On Premises. Based on Service Type, the market is segmented into Consulting Services, Implementation And Integration and Managed Services. Based on Organization Size, the market is segmented into Large Enterprise and Small And Medium Enterprise. Based on Industry Vertical, the market is segmented into BFSI, Government And Public Sector, Healthcare, It And Telecommunication, Manufacturing and Retail. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Global CRM Outsourcing Market

The growth of the Global CRM Outsourcing market is primarily driven by the demand for cost efficiency. Companies face continuous pressure to lower operational expenses while either maintaining or enhancing their service quality. By outsourcing CRM functions, organizations benefit from significant savings associated with hiring, training, and managing in-house customer support teams. Furthermore, outsourcing enables firms to expand their operations without incurring substantial investments in technology infrastructure, including CRM software and customer service platforms. Accessing external expertise allows organizations to refine their processes, minimize overhead costs, and focus their resources on more strategic initiatives, ultimately boosting overall profitability.

Restraints in the Global CRM Outsourcing Market

A significant constraint facing the global CRM outsourcing market is the issue of data security. Businesses must rely on outsourcing partners to manage sensitive customer information, raising apprehensions about potential data breaches, theft, or misuse. Stringent data privacy regulations, including the GDPR in Europe and CCPA in California, enforce rigorous compliance obligations on organizations managing customer data. These regulations necessitate the implementation of strong security protocols to safeguard personal information. However, ensuring such protections can prove challenging when data is managed by external vendors, creating an inherent risk that can hinder the growth and acceptance of CRM outsourcing services.

Market Trends of the Global CRM Outsourcing Market

The Global CRM Outsourcing market is increasingly shaped by the integration of AI and automation tools, marking a pivotal trend that redefines customer engagement strategies. AI-powered technologies, including chatbots and virtual assistants, enhance real-time communication by delivering immediate responses and personalized solutions driven by data analytics. This transformative approach not only enhances customer satisfaction but also optimizes operational efficiency through intelligent routing and automated workflows. As businesses seek to manage escalating volumes of customer interactions, the adoption of such advanced technologies is expected to propel the CRM outsourcing sector, fostering a more agile and responsive customer service landscape globally.

Introduction

Objectives of the Study
Scope of the Report
Definitions

Research Methodology

Information Procurement
Secondary & Primary Data Methods
Market Size Estimation
Market Assumptions & Limitations

Executive Summary

Global Market Outlook
Supply & Demand Trend Analysis
Segmental Opportunity Analysis

Market Dynamics & Outlook

Market Overview
Market Size
Market Dynamics
- Drivers & Opportunities
- Restraints & Challenges
Porters Analysis
- Competitive rivalry
- Threat of substitute
- Bargaining power of buyers
- Threat of new entrants
- Bargaining power of suppliers

Key Market Insights

Key Success Factors
Degree of Competition
Top Investment Pockets
Market Ecosystem
Market Attractiveness Index, 2024
PESTEL Analysis
Macro-Economic Indicators
Value Chain Analysis
Pricing Analysis

Global CRM Outsourcing Market Size by Deployment Type & CAGR (2025-2032)

Market Overview
Cloud
- Hybrid Cloud
- Private Cloud
- Public Cloud
On Premises

Global CRM Outsourcing Market Size by Service Type & CAGR (2025-2032)

Market Overview
Consulting Services
- Strategy Consulting
- Systems Integration Consulting
Implementation And Integration
- Customization And Configuration
- Software Deployment
Managed Services
- Application Management
- Infrastructure Management
- Technical Support

Global CRM Outsourcing Market Size by Organization Size & CAGR (2025-2032)

Market Overview
Large Enterprise
Small And Medium Enterprise
- Medium Enterprise
- Small Enterprise

Global CRM Outsourcing Market Size by Industry Vertical & CAGR (2025-2032)

Market Overview
BFSI
- Banking
- Insurance
Government And Public Sector
Healthcare
- Hospitals And Clinics
- Pharmaceuticals
It And Telecommunication
- It Services
- Telecommunication Services
Manufacturing
Retail
- Offline Retail
- Online Retail

Global CRM Outsourcing Market Size & CAGR (2025-2032)

North America (Deployment Type, Service Type, Organization Size, Industry Vertical)
- US
- Canada
Europe (Deployment Type, Service Type, Organization Size, Industry Vertical)
- Germany
- Spain
- France
- UK
- Italy
- Rest of Europe
Asia Pacific (Deployment Type, Service Type, Organization Size, Industry Vertical)
- China
- India
- Japan
- South Korea
- Rest of Asia-Pacific
Latin America (Deployment Type, Service Type, Organization Size, Industry Vertical)
- Brazil
- Rest of Latin America
Middle East & Africa (Deployment Type, Service Type, Organization Size, Industry Vertical)
- GCC Countries
- South Africa
- Rest of Middle East & Africa

Competitive Intelligence

Top 5 Player Comparison
Market Positioning of Key Players, 2024
Strategies Adopted by Key Market Players
Recent Developments in the Market
Company Market Share Analysis, 2024
Company Profiles of All Key Players
- Company Details
- Product Portfolio Analysis
- Company's Segmental Share Analysis
- Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

Accenture (Ireland)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
IBM (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Capgemini (France)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Cognizant (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Wipro (India)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Infosys (India)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Tata Consultancy Services (TCS) (India)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Concentrix (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Teleperformance (France)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Foundever (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Alorica (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Genpact (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
HCL Technologies (India)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Sutherland (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Tech Mahindra (India)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
TDCX (Singapore)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Amdocs (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments

CRMアウトソーシング市場規模、シェア、成長分析、展開タイプ別、サービスタイプ別、組織規模別、産業別、地域別、2025～2032年産業予測

CRM Outsourcing Market Size, Share, and Growth Analysis, By Deployment Type (Cloud, On Premises), By Service Type (Consulting Services, Implementation And Integration), By Organization Size, By Industry Vertical, By Region - Industry Forecast 2025-2032

目次

イントロダクション

調査手法

エグゼクティブサマリー

市場力学と展望

主要市場の考察

CRMアウトソーシング市場規模：展開タイプ別&CAGR（2025～2032年）

CRMアウトソーシング市場規模：サービスタイプ別&CAGR（2025～2032年）