CRM SERVICES

European CRM Services Forecast & Analysis, 2000-2005

08.11.2001

Market Predictions, 2000-2005

IDC predicts that wide-scale, corporate adoption of wireless devices is expected to increase within the next 12 to 18 months. Wireless capabilities and the promise of pervasive computing are expected to drive the growth of the market both in the consumer and corporate spaces. The birth of new business integrators vs systems integrators focused on the deployment of wireless CRM capabilities will become more pervasive within the next 12 to 24 months. Building and retaining customer loyalty will be challenged through these channels. IDC also predicts that over the next five-year period, as emarketplaces establish ground in Europe, a number of services will emerge in particular to answer the need for marketing services that encompass a broad array of CRM analytical capabilities. IDC believes that storage resources are becoming recognized as a primary asset as Internet-solutions such as CRM require rapid access to large amounts of data. Organizations will be more inclined to outsource to storage service providers for the provision of data management and storage.

The European CRM Services Market Outlook

The demand for CRM services in Europe was $13.2 billion in 2000 and is expected to grow to $43 billion by 2005, rising at a CAGR of 27% over the five-year period.

IDC believes that eCRM services in Europe will represent 57% of the total European CRM services market by 2005.

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