North America is expected to hold a significant share in the CRM outsourcing market due to favorable government initiatives and growing investments by market players to advance their products. The increasing U.S. government initiatives to improve G2C (Government to Citizen) services thereby enhancing their customer-driven value chain will further increase the demand for CRM outsourcing market in this region. For instance, the U.S. Department of Labor (DOL) has an E-Government strategic plan focused on redefining its relationships with other agencies, businesses, and suppliers to enhance customers’ perspective in terms of government services.
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CRM outsourcing services assist in process automation, better client management, and increasing profitability. Companies need CRM solutions to understand and meet the requirements of changing customer interaction patterns for supporting multiple engagement channels at the same time. Cloud-based CRM helps in cost-saving and reducing database downtime, which will further increase the demand for CRM outsourcing market. The organizations that deliver CRM outsourcing services also provide individual customization of software, monitoring of operational applications, back-up service, automated updates, consistency testing of content and evaluation of data, regular service quality, and quantity reports.
In North America, CRM outsourcing market players are focusing on advancing their CRM solutions by collaborating with other technically advanced CRM software providers. For instance, in January 2018, IBM and Salesforce collaborated to provide an advanced solution by integrating IBM Cloud & Watson services with Salesforce Quip & Service Cloud Einstein. This solution enables organizations to connect with their customers more effectively and helps them to make smarter business decisions.
APAC is expected to show rapid growth in the CRM outsourcing market over the forecast period due to the increasing number of Small and Medium Enterprises (SMEs) and the growing adoption of CRM services in the government sector. CRM helps public sectors to serve citizens by delivering government services and increasing transparency of government works by enabling automated & rationalized interactions among citizens and government agencies. SMEs are focusing on outsourcing CRM services due to the high cost associated with CRM software and its required implementation infrastructure.
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SMEs are inclined toward Software as a Service (SaaS) that are cloud-based solutions for improving customer experience & customer-centricity. The players operating in the APAC region are involved in making strategic partnerships to focus on product innovations by designing advanced and automated platform. For instance, in September 2018, TCS entered into a partnership with Maxim to design a cloud-based, intelligent, collaborative, and automated platform on the Microsoft Dynamics 365 CE to increase its CRM sales.
The companies operating in the CRM outsourcing market are involved in making strategic alliances and collaborations to integrate their products with advanced technologies and provide more effective solutions for the audience. For instance, in June 2019, Hewlett Packard enterprise entered into a strategic partnership with ABB to deliver high-performance wireless connectivity solution for large industrial customers by integrating ABB smart sensor technology with HP products such as Aruba Wi-Fi and Bluetooth-enabled access points. These wireless connectivity solutions help enterprises to plan maintenance in advance, avoiding unplanned & costly downtime.
At Global Market Insights, our researchers and domain experts use a unique blend of primary and secondary research, with validation and iterations at every stage, in order to minimize deviation and present the most accurate analysis of the CRM outsourcing market. The research process begins with extensive data mining, using authentic sources such as trade magazines, technical publications, independent studies along with paid avenues such as ICIS, Hoovers, etc. Primary objectives of data mining include:
- Definition and scope of research
- Market dynamics, growth drivers and industry pitfalls
- Regulatory and political guidelines for the industry
- Demographics and statistical data
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In November 2017, Accenture and Vlocity, Inc. entered into a strategic partnership to enhance delivery, systems integration, and marketing of industry-specific cloud applications for organizations operating in customer-centric industries including insurance, communications & media, health insurance, and the public sector. Some of the prominent players operating in the CRM outsourcing market are Accenture PLC, Aegis, Allscripts Healthcare Solutions, Inc., Anthelio Healthcare Solutions, Cognizant Technology Solutions, AMDOCS, Dell, Inc., HCL Technologies Ltd., Hewlett-Packard Company, IBM Corporation, Infosys Limited, Mckesson Corporation, Siemens AG, Tata Consultancy Services Ltd., Wipro Limited, Concentrix Corporation, Convergys Corporation, and Xerox Corporation.
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