According to a recent IDC forecast, growth for the customer relationship management (CRM) services market is likely to be modest to moderate over the next 18-24 months and moderate to strong over the full-five year term ending in 2009. The CRM services market has been revitalized over the past year due to a recovering economy, higher-than-expected business profits, a trend toward more complex consulting and systems integrations contracts, and a flourishing interest in transformation outsourcing.
"In light of the current economic climate, opportunities are increasingly emerging within the worldwide and U.S. CRM services marketplace," said Brian J. Bingham, director of CRM and Customer Care research at IDC. "Being attuned to cost containment, ROI, and business process optimization, however, must be the mantra if service providers plan to thrive and succeed."
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