Combined worldwide CRM and customer-care services revenue will reach $101 billion in 2007, with a 2002-07 annual growth rate of 11.3 percent, according to two reports released yesterday by IDC, Framingham, MA.
IDC called the growth rate moderate, factoring in a year or two of sluggish gains.
In one report, “Worldwide and U.S. Customer Care Services Forecast and Analysis,” IDC predicted customer-care services will experience turbulence over the next 12 to 18 months.
In another, “Worldwide and U.S. CRM Services Forecast and Analysis, 2002-2007,” IDC said the most successful firms in the customer relationship management services sector will be the ones that provide a favorable suite of services addressing business process re-engineering, redesign and optimization.
