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Reports: CRM, Customer Care to Grow 11% Yearly Through 2007

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.

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