Global Customer Relationship Management (CRM) Outsourcing Market 2024-2028

List of Tables

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.

Market Scope
Base Year	2024
End Year	2028
Series Year	2024-2028
Growth Momentum	Accelerate
YOY 2024	5.42%
CAGR	5.82%
Incremental Value	$27.7 bn

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.

Product Code: IRTNTR45944

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