Market Forecast
published on Nov 27, 2015
Report Overview:
NelsonHall's "Global Customer Management Services Market Forecast: 2015-2019" consists of 64 pages. It is a comprehensive forecast of the customer management services (CMS) market and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their needs across any combination 40 geographies, and 30 industry sectors.
Who is this Report for:
NelsonHall's "Global Customer Management Services Market Forecast: 2015-2019" report is a comprehensive market forecast report designed for:
- Sourcing managers monitoring the customer management services (CMS) industry and identifying vendor suitability for shortlists and RFPs
- Executives seeking assistance in identifying levels of CMS vendor presence by sector and geography
- Vendor marketing, sales and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector.
Scope of this Report:
The report provides a forecast for the global customer management services (CMS) market overall and by geography and by service line. It covers the following:
- The CMS market size for 2014 and the forecast for the CMS market through 2015 to 2019
- The CMS market size and forecast for North America, specifically covering the U.S. and Canada; EMEA, specifically covering U.K., France, Germany, and Italy; Asia Pacific and Latin America
- Identification of the leading vendors together with their revenues and market shares by geography and service line.
Key Findings & Highlights:
The CMS market continues to grow steadily, with high growth in sales generation related activities and social media outsourcing counterbalancing more modest growth in customer care.
Overall:
- The primary needs within the CMS market are to reduce cost while maintaining or increasing CSAT
- At the same time organizations are seeking to become increasingly digital and, while deflecting customer service to lower cost digital channels, offer customer service to their customers through a choice of channels
- The CMS market is increasingly becoming multi-channel in nature with web chat already strongly complementing voice and video chat emerging on the horizon in areas such as installation and technical support
- WAHA is continuing to grow strongly in the U.S. but has yet to really become established in other geographies
- Analytics is becoming an increasingly important element within CMS both in terms of improving customer service processes and in terms of customer targeting.
