한글목차

고객관계관리(CRM) 아웃소싱 시장(2024-2028년)

고객관계관리(CRM) 아웃소싱 시장은 2023-2028년에 277억 달러로 확대하며, 예측 기간 중 5.82%의 CAGR로 성장할 것으로 예측됩니다. 고객관계관리(CRM) 아웃소싱 시장의 전체적인 분석, 시장 규모·예측, 동향, 성장 촉진요인, 과제, 약 25사의 벤더를 다룬 벤더 분석 등을 게재하고 있습니다.

현재 시장 시나리오, 최신 동향과 촉진요인, 시장 환경 전체에 관한 최신 분석을 제공하고 있습니다. 이 시장은 대규모 고객 관리의 요구 증가, 네오 소싱의 이용 증가, 확장성 요구의 증대에 의해 촉진되고 있습니다.

빅데이터·분석 서비스의 등장을 향후 수년간 고객관계관리(CRM) 아웃소싱 시장의 성장을 촉진하는 주요 요인의 하나로 분석하고 있습니다. 또한 소셜 인터랙션의 수요 확대 및 복수 국가 및 집중형 아웃소싱 모델의 부상도 이 시장의 큰 수요로 연결될 것으로 생각됩니다.

목차

제1장 개요

• 시장 개요

제2장 시장 구도

• 시장 에코시스템
• 시장의 특징
• 밸류체인 분석

제3장 시장 규모의 평가

• 시장의 정의
• 시장 부문 분석
• 시장 규모(2023년)
• 시장 전망(2023-2028년)

제4장 시장 규모 실적

• 세계의 고객관계관리(CRM) 아웃소싱 시장(2018-2022년)
• 용도별 분석(2018-2022년)
• 최종사용자별 분석(2018-2022년)
• 지역별 분석(2018-2022년)
• 국가별 분석(2018-2022년)

제5장 Five Forces 분석

• Five Forces 요약
• 바이어의 교섭력
• 공급 기업의 교섭력
• 신규 진출업체의 위협
• 대체품의 위협
• 경쟁의 위협
• 시장 현황

제6장 용도별 시장 세분화

• 시장 세분화
• 비교 : 용도별
• 대기업 : 시장 규모와 예측(2023-2028년)
• 중소기업 : 시장 규모와 예측(2023-2028년)
• 용도별 시장 기회

제7장 최종사용자별 시장 세분화

• 시장 세분화
• 비교 : 최종사용자별
• BFSI : 시장 규모와 예측(2023-2028년)
• 통신·IT : 시장 규모와 예측(2023-2028년)
• 소매업 : 시장 규모와 예측(2023-2028년)
• 의료 : 시장 규모와 예측(2023-2028년)
• 기타 : 시장 규모와 예측(2023-2028년)
• 최종사용자별 시장 기회

제8장 고객 상황

• 고객 상황의 개요

제9장 지역별 상황

• 지역별 세분화
• 지역별 비교
• 북미 : 시장 규모와 예측(2023-2028년)
• 아시아태평양 : 시장 규모와 예측(2023-2028년)
• 유럽 : 시장 규모와 예측(2023-2028년)
• 남미 : 시장 규모와 예측(2023-2028년)
• 중동 및 아프리카 : 시장 규모와 예측(2023-2028년)
• 미국 : 시장 규모와 예측(2023-2028년)
• 영국 : 시장 규모와 예측(2023-2028년)
• 호주 : 시장 규모와 예측(2023-2028년)
• 독일 : 시장 규모와 예측(2023-2028년)
• 캐나다 : 시장 규모와 예측(2023-2028년)
• 지역별 시장 기회

제10장 촉진요인·과제·기회·억제요인

• 시장 성장 촉진요인
• 시장이 해결해야 할 과제
• 촉진요인과 과제의 영향
• 시장의 기회·억제요인

제11장 경쟁 구도

• 개요
• 경쟁 구도
• 혼란 상황
• 업계 리스크

제12장 경쟁 분석

• 기업 개요
• 기업의 시장 포지셔닝
• Accenture Plc
• Alorica Inc.
• Atos SE
• Capgemini Service SAS
• Cognizant Technology Solutions Corp.
• Concentrix Corp.
• Dell Technologies Inc.
• Digital Customer Care Co. BV
• ExlService Holdings Inc.
• Genpact Ltd.
• HCL Technologies Ltd.
• Hinduja Global Solutions Ltd.
• Infosys Ltd.
• International Business Machines Corp.
• Tata Sons Pvt. Ltd.

제13장 부록

영문목차

Customer Relationship Management (CRM) Outsourcing Market 2024-2028

The customer relationship management (CRM) outsourcing market is forecasted to grow by USD 27.7 bn during 2023-2028, accelerating at a CAGR of 5.82% during the forecast period. The report on the customer relationship management (CRM) outsourcing market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current market scenario, the latest trends and drivers, and the overall market environment. The market is driven by rising need for large-scale client management, increased use of neo-sourcing, and rising need for scalability.

Technavio's customer relationship management (CRM) outsourcing market is segmented as below:

By Application

• Large enterprise
• SMEs

By End-user

• BFSI
• Telecom and IT
• Retail
• Healthcare
• Others

By Geographical Landscape

• North America
• APAC
• Europe
• South America
• Middle East and Africa

This study identifies the advent of big data and analytics services as one of the prime reasons driving the customer relationship management (CRM) outsourcing market growth during the next few years. Also, growing demand for social interaction and rise of multi-country and centralized outsourcing models will lead to sizable demand in the market.

The report on the customer relationship management (CRM) outsourcing market covers the following areas:

• Customer relationship management (CRM) outsourcing market sizing
• Customer relationship management (CRM) outsourcing market forecast
• Customer relationship management (CRM) outsourcing market industry analysis

The robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading customer relationship management (CRM) outsourcing market vendors that include Accenture Plc, Alorica Inc., Atos SE, Capgemini Service SAS, Cognizant Technology Solutions Corp., Concentrix Corp., Dell Technologies Inc., Digital Customer Care Co. BV, ExlService Holdings Inc., Firstsource Solutions Ltd., Genpact Ltd., HCL Technologies Ltd., Hinduja Global Solutions Ltd., Infosys Ltd., International Business Machines Corp., StarTek Inc., Tata Sons Pvt. Ltd., Teleperformance SE, and TTEC Holdings Inc.. Also, the customer relationship management (CRM) outsourcing market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to an analysis of the key vendors.

The publisher presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive primary and secondary research. The market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast accurate market growth.

Table of Contents

1 Executive Summary

• 1.1 Market overview
  • Executive Summary - Chart on Market Overview
  • Executive Summary - Data Table on Market Overview
  • Executive Summary - Chart on Global Market Characteristics
  • Executive Summary - Chart on Market By Geographical Landscape
  • Executive Summary - Chart on Market Segmentation by Application
  • Executive Summary - Chart on Market Segmentation by End-user
  • Executive Summary - Chart on Incremental Growth
  • Executive Summary - Data Table on Incremental Growth
  • Executive Summary - Chart on Company Market Positioning

2 Market Landscape

• 2.1 Market ecosystem
  • Parent Market
  • Data Table on - Parent Market
• 2.2 Market characteristics
  • Market characteristics analysis
• 2.3 Value chain analysis
  • Value Chain Analysis

3 Market Sizing

• 3.1 Market definition
  • Offerings of companies included in the market definition
• 3.2 Market segment analysis
  • Market segments
• 3.3 Market size 2023
• 3.4 Market outlook: Forecast for 2023-2028
  • Chart on Global - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Global - Market size and forecast 2023-2028 ($ billion)
  • Chart on Global Market: Year-over-year growth 2023-2028 (%)
  • Data Table on Global Market: Year-over-year growth 2023-2028 (%)

4 Historic Market Size

• 4.1 Global Customer Relationship Management (CRM) Outsourcing Market 2018 - 2022
  • Historic Market Size - Data Table on Global Customer Relationship Management (CRM) Outsourcing Market 2018 - 2022 ($ billion)
• 4.2 Application segment analysis 2018 - 2022
  • Historic Market Size - Application Segment 2018 - 2022 ($ billion)
• 4.3 End-user segment analysis 2018 - 2022
  • Historic Market Size - End-user Segment 2018 - 2022 ($ billion)
• 4.4 Geography segment analysis 2018 - 2022
  • Historic Market Size - Geography Segment 2018 - 2022 ($ billion)
• 4.5 Country segment analysis 2018 - 2022
  • Historic Market Size - Country Segment 2018 - 2022 ($ billion)

5 Five Forces Analysis

• 5.1 Five forces summary
  • Five forces analysis - Comparison between 2023 and 2028
• 5.2 Bargaining power of buyers
  • Bargaining power of buyers - Impact of key factors 2023 and 2028
• 5.3 Bargaining power of suppliers
  • Bargaining power of suppliers - Impact of key factors in 2023 and 2028
• 5.4 Threat of new entrants
  • Threat of new entrants - Impact of key factors in 2023 and 2028
• 5.5 Threat of substitutes
  • Threat of substitutes - Impact of key factors in 2023 and 2028
• 5.6 Threat of rivalry
  • Threat of rivalry - Impact of key factors in 2023 and 2028
• 5.7 Market condition
  • Chart on Market condition - Five forces 2023 and 2028

6 Market Segmentation by Application

• 6.1 Market segments
  • Chart on Application - Market share 2023-2028 (%)
  • Data Table on Application - Market share 2023-2028 (%)
• 6.2 Comparison by Application
  • Chart on Comparison by Application
  • Data Table on Comparison by Application
• 6.3 Large enterprise - Market size and forecast 2023-2028
  • Chart on Large enterprise - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Large enterprise - Market size and forecast 2023-2028 ($ billion)
  • Chart on Large enterprise - Year-over-year growth 2023-2028 (%)
  • Data Table on Large enterprise - Year-over-year growth 2023-2028 (%)
• 6.4 SMEs - Market size and forecast 2023-2028
  • Chart on SMEs - Market size and forecast 2023-2028 ($ billion)
  • Data Table on SMEs - Market size and forecast 2023-2028 ($ billion)
  • Chart on SMEs - Year-over-year growth 2023-2028 (%)
  • Data Table on SMEs - Year-over-year growth 2023-2028 (%)
• 6.5 Market opportunity by Application
  • Market opportunity by Application ($ billion)
  • Data Table on Market opportunity by Application ($ billion)

7 Market Segmentation by End-user

• 7.1 Market segments
  • Chart on End-user - Market share 2023-2028 (%)
  • Data Table on End-user - Market share 2023-2028 (%)
• 7.2 Comparison by End-user
  • Chart on Comparison by End-user
  • Data Table on Comparison by End-user
• 7.3 BFSI - Market size and forecast 2023-2028
  • Chart on BFSI - Market size and forecast 2023-2028 ($ billion)
  • Data Table on BFSI - Market size and forecast 2023-2028 ($ billion)
  • Chart on BFSI - Year-over-year growth 2023-2028 (%)
  • Data Table on BFSI - Year-over-year growth 2023-2028 (%)
• 7.4 Telecom and IT - Market size and forecast 2023-2028
  • Chart on Telecom and IT - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Telecom and IT - Market size and forecast 2023-2028 ($ billion)
  • Chart on Telecom and IT - Year-over-year growth 2023-2028 (%)
  • Data Table on Telecom and IT - Year-over-year growth 2023-2028 (%)
• 7.5 Retail - Market size and forecast 2023-2028
  • Chart on Retail - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Retail - Market size and forecast 2023-2028 ($ billion)
  • Chart on Retail - Year-over-year growth 2023-2028 (%)
  • Data Table on Retail - Year-over-year growth 2023-2028 (%)
• 7.6 Healthcare - Market size and forecast 2023-2028
  • Chart on Healthcare - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Healthcare - Market size and forecast 2023-2028 ($ billion)
  • Chart on Healthcare - Year-over-year growth 2023-2028 (%)
  • Data Table on Healthcare - Year-over-year growth 2023-2028 (%)
• 7.7 Others - Market size and forecast 2023-2028
  • Chart on Others - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Others - Market size and forecast 2023-2028 ($ billion)
  • Chart on Others - Year-over-year growth 2023-2028 (%)
  • Data Table on Others - Year-over-year growth 2023-2028 (%)
• 7.8 Market opportunity by End-user
  • Market opportunity by End-user ($ billion)
  • Data Table on Market opportunity by End-user ($ billion)

8 Customer Landscape

• 8.1 Customer landscape overview
  • Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

9 Geographic Landscape

• 9.1 Geographic segmentation
  • Chart on Market share By Geographical Landscape 2023-2028 (%)
  • Data Table on Market share By Geographical Landscape 2023-2028 (%)
• 9.2 Geographic comparison
  • Chart on Geographic comparison
  • Data Table on Geographic comparison
• 9.3 North America - Market size and forecast 2023-2028
  • Chart on North America - Market size and forecast 2023-2028 ($ billion)
  • Data Table on North America - Market size and forecast 2023-2028 ($ billion)
  • Chart on North America - Year-over-year growth 2023-2028 (%)
  • Data Table on North America - Year-over-year growth 2023-2028 (%)
• 9.4 APAC - Market size and forecast 2023-2028
  • Chart on APAC - Market size and forecast 2023-2028 ($ billion)
  • Data Table on APAC - Market size and forecast 2023-2028 ($ billion)
  • Chart on APAC - Year-over-year growth 2023-2028 (%)
  • Data Table on APAC - Year-over-year growth 2023-2028 (%)
• 9.5 Europe - Market size and forecast 2023-2028
  • Chart on Europe - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Europe - Market size and forecast 2023-2028 ($ billion)
  • Chart on Europe - Year-over-year growth 2023-2028 (%)
  • Data Table on Europe - Year-over-year growth 2023-2028 (%)
• 9.6 South America - Market size and forecast 2023-2028
  • Chart on South America - Market size and forecast 2023-2028 ($ billion)
  • Data Table on South America - Market size and forecast 2023-2028 ($ billion)
  • Chart on South America - Year-over-year growth 2023-2028 (%)
  • Data Table on South America - Year-over-year growth 2023-2028 (%)
• 9.7 Middle East and Africa - Market size and forecast 2023-2028
  • Chart on Middle East and Africa - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Middle East and Africa - Market size and forecast 2023-2028 ($ billion)
  • Chart on Middle East and Africa - Year-over-year growth 2023-2028 (%)
  • Data Table on Middle East and Africa - Year-over-year growth 2023-2028 (%)
• 9.8 US - Market size and forecast 2023-2028
  • Chart on US - Market size and forecast 2023-2028 ($ billion)
  • Data Table on US - Market size and forecast 2023-2028 ($ billion)
  • Chart on US - Year-over-year growth 2023-2028 (%)
  • Data Table on US - Year-over-year growth 2023-2028 (%)
• 9.9 UK - Market size and forecast 2023-2028
  • Chart on UK - Market size and forecast 2023-2028 ($ billion)
  • Data Table on UK - Market size and forecast 2023-2028 ($ billion)
  • Chart on UK - Year-over-year growth 2023-2028 (%)
  • Data Table on UK - Year-over-year growth 2023-2028 (%)
• 9.10 Australia - Market size and forecast 2023-2028
  • Chart on Australia - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Australia - Market size and forecast 2023-2028 ($ billion)
  • Chart on Australia - Year-over-year growth 2023-2028 (%)
  • Data Table on Australia - Year-over-year growth 2023-2028 (%)
• 9.11 Germany - Market size and forecast 2023-2028
  • Chart on Germany - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Germany - Market size and forecast 2023-2028 ($ billion)
  • Chart on Germany - Year-over-year growth 2023-2028 (%)
  • Data Table on Germany - Year-over-year growth 2023-2028 (%)
• 9.12 Canada - Market size and forecast 2023-2028
  • Chart on Canada - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Canada - Market size and forecast 2023-2028 ($ billion)
  • Chart on Canada - Year-over-year growth 2023-2028 (%)
  • Data Table on Canada - Year-over-year growth 2023-2028 (%)
• 9.13 Market opportunity By Geographical Landscape
  • Market opportunity By Geographical Landscape ($ billion)
  • Data Tables on Market opportunity By Geographical Landscape ($ billion)

10 Drivers, Challenges, and Opportunity/Restraints

• 10.1 Market drivers
• 10.2 Market challenges
• 10.3 Impact of drivers and challenges
  • Impact of drivers and challenges in 2023 and 2028
• 10.4 Market opportunities/restraints

11 Competitive Landscape

• 11.1 Overview
• 11.2 Competitive Landscape
  • Overview on criticality of inputs and factors of differentiation
• 11.3 Landscape disruption
  • Overview on factors of disruption
• 11.4 Industry risks
  • Impact of key risks on business

12 Competitive Analysis

• 12.1 Companies profiled
  • Companies covered
• 12.2 Market positioning of companies
  • Matrix on companies position and classification
• 12.3 Accenture Plc
  • Accenture Plc - Overview
  • Accenture Plc - Business segments
  • Accenture Plc - Key news
  • Accenture Plc - Key offerings
  • Accenture Plc - Segment focus
• 12.4 Alorica Inc.
  • Alorica Inc. - Overview
  • Alorica Inc. - Product / Service
  • Alorica Inc. - Key news
  • Alorica Inc. - Key offerings
• 12.5 Atos SE
  • Atos SE - Overview
  • Atos SE - Business segments
  • Atos SE - Key news
  • Atos SE - Key offerings
  • Atos SE - Segment focus
• 12.6 Capgemini Service SAS
  • Capgemini Service SAS - Overview
  • Capgemini Service SAS - Business segments
  • Capgemini Service SAS - Key news
  • Capgemini Service SAS - Key offerings
  • Capgemini Service SAS - Segment focus
• 12.7 Cognizant Technology Solutions Corp.
  • Cognizant Technology Solutions Corp. - Overview
  • Cognizant Technology Solutions Corp. - Business segments
  • Cognizant Technology Solutions Corp. - Key news
  • Cognizant Technology Solutions Corp. - Key offerings
  • Cognizant Technology Solutions Corp. - Segment focus
• 12.8 Concentrix Corp.
  • Concentrix Corp. - Overview
  • Concentrix Corp. - Product / Service
  • Concentrix Corp. - Key news
  • Concentrix Corp. - Key offerings
• 12.9 Dell Technologies Inc.
  • Dell Technologies Inc. - Overview
  • Dell Technologies Inc. - Business segments
  • Dell Technologies Inc. - Key news
  • Dell Technologies Inc. - Key offerings
  • Dell Technologies Inc. - Segment focus
• 12.10 Digital Customer Care Co. BV
  • Digital Customer Care Co. BV - Overview
  • Digital Customer Care Co. BV - Product / Service
  • Digital Customer Care Co. BV - Key offerings
• 12.11 ExlService Holdings Inc.
  • ExlService Holdings Inc. - Overview
  • ExlService Holdings Inc. - Business segments
  • ExlService Holdings Inc. - Key offerings
  • ExlService Holdings Inc. - Segment focus
• 12.12 Genpact Ltd.
  • Genpact Ltd. - Overview
  • Genpact Ltd. - Business segments
  • Genpact Ltd. - Key news
  • Genpact Ltd. - Key offerings
  • Genpact Ltd. - Segment focus
• 12.13 HCL Technologies Ltd.
  • HCL Technologies Ltd. - Overview
  • HCL Technologies Ltd. - Business segments
  • HCL Technologies Ltd. - Key news
  • HCL Technologies Ltd. - Key offerings
  • HCL Technologies Ltd. - Segment focus
• 12.14 Hinduja Global Solutions Ltd.
  • Hinduja Global Solutions Ltd. - Overview
  • Hinduja Global Solutions Ltd. - Product / Service
  • Hinduja Global Solutions Ltd. - Key offerings
• 12.15 Infosys Ltd.
  • Infosys Ltd. - Overview
  • Infosys Ltd. - Business segments
  • Infosys Ltd. - Key news
  • Infosys Ltd. - Key offerings
  • Infosys Ltd. - Segment focus
• 12.16 International Business Machines Corp.
  • International Business Machines Corp. - Overview
  • International Business Machines Corp. - Business segments
  • International Business Machines Corp. - Key news
  • International Business Machines Corp. - Key offerings
  • International Business Machines Corp. - Segment focus
• 12.17 Tata Sons Pvt. Ltd.
  • Tata Sons Pvt. Ltd. - Overview
  • Tata Sons Pvt. Ltd. - Product / Service
  • Tata Sons Pvt. Ltd. - Key news
  • Tata Sons Pvt. Ltd. - Key offerings

13 Appendix

• 13.1 Scope of the report
• 13.2 Inclusions and exclusions checklist
  • Inclusions checklist
  • Exclusions checklist
• 13.3 Currency conversion rates for US$
  • Currency conversion rates for US$
• 13.4 Research methodology
  • Research methodology
• 13.5 Data procurement
  • Information sources
• 13.6 Data validation
  • Data validation
• 13.7 Validation techniques employed for market sizing
  • Validation techniques employed for market sizing
• 13.8 Data synthesis
  • Data synthesis
• 13.9 360 degree market analysis
  • 360 degree market analysis
• 13.10 List of abbreviations
  • List of abbreviations