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Report information:

Global CMS Market Forecast: 2015 - 2019

Market Forecast

by NelsonHall Analyst

published on Nov 27, 2015

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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.

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