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客戶體驗/客戶參與

CRM 外包市場規模、佔有率、成長分析、按部署類型、按服務類型、按組織規模、按行業、按地區、行業預測（2025-2032 年）

市場調查報告書

商品編碼

1755469

CRM 外包市場規模、佔有率、成長分析、按部署類型、按服務類型、按組織規模、按行業、按地區、行業預測（2025-2032 年）

CRM Outsourcing Market Size, Share, and Growth Analysis, By Deployment Type (Cloud, On Premises), By Service Type (Consulting Services, Implementation And Integration), By Organization Size, By Industry Vertical, By Region - Industry Forecast 2025-2032

出版日期: 2025年06月16日 | 出版商:

SkyQuest | 英文 196 Pages | 商品交期: 3-5個工作天內

價格

簡介目錄

預計 2023 年全球 CRM 外包市場規模將達到 396 億美元，從 2024 年的 434.4 億美元成長到 2032 年的 911.1 億美元，預測期內（2025-2032 年）的複合年成長率為 9.7%。

由於 CRM 平台日益複雜、全通路客戶參與的需求以及全球市場對全天候服務的需求，CRM 外包市場正在經歷顯著成長。由於維護此類先進系統勢在必行，越來越多的企業正在尋求託管服務供應商的 CRM 專業知識。雲端基礎的解決方案的興起提供了可擴展性和成本效益，使企業無需在硬體上進行大量投資即可最佳化效能。新興技術與人工智慧的融合進一步提升了客戶體驗。由於技術進步和主要行業參與企業的強大影響力，北美引領市場，零售、BFSI 和醫療保健等領域對 CRM 外包的採用率更高。

北美洲
- 美國
- 加拿大
歐洲
- 德國
- 西班牙
- 法國
- 英國
- 義大利
- 其他歐洲國家
亞太地區
- 中國
- 印度
- 日本
- 韓國
- 其他亞太地區
拉丁美洲
- 巴西
- 其他拉丁美洲
中東和非洲
- 海灣合作理事會國家
- 南非
- 其他中東和非洲地區

競爭資訊

前五大公司對比
主要企業市場定位（2024年）
主要市場參與者所採取的策略
近期市場趨勢
公司市場佔有率分析（2024年）
主要企業簡介
- 公司詳情
- 產品系列分析
- 公司分部佔有率分析
- 收益與前一年同期比較對比（2022-2024 年）
  主要企業簡介
  - 埃森哲（愛爾蘭）
  - IBM（美國）
  - 凱捷（法國）
  - Cognizant（美國）
  - Wipro（印度）
  - 印孚瑟斯公司（印度）
  - 塔塔諮詢服務公司（TCS）（印度）
  - Concentrix（美國）
  - Teleperformance（法國）
  - 創辦人（美國）
  - 阿洛里卡（美國）
  - 簡柏特（美國）
  - HCL科技（印度）
  - 薩瑟蘭（美國）
  - Tech Mahindra（印度）
  - TDCX（新加坡）
  - Amdocs（美國）

結論和建議

簡介目錄

Product Code: SQMIG45C2108

Global CRM Outsourcing Market size was valued at USD 39.6 billion in 2023 and is poised to grow from USD 43.44 billion in 2024 to USD 91.11 billion by 2032, growing at a CAGR of 9.7% during the forecast period (2025-2032).

The CRM outsourcing market is witnessing significant growth driven by the increasing complexity of CRM platforms, the demand for omnichannel customer engagement, and the necessity for round-the-clock service in global markets. Businesses are increasingly turning to managed service providers for CRM expertise as maintaining these sophisticated systems becomes essential. The rise of cloud-based solutions offers scalability and cost-efficiency, allowing companies to optimize performance without hefty investments in hardware. The integration of emerging technologies and AI is further enhancing customer experiences. North America leads the market, attributed to its technological advancements and a strong presence of key industry players, with high adoption of CRM outsourcing in sectors like retail, BFSI, and healthcare.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global CRM Outsourcing market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global CRM Outsourcing Market Segments Analysis

Global CRM Outsourcing Market is segmented by Deployment Type, Service Type, Organization Size, Industry Vertical and region. Based on Deployment Type, the market is segmented into Cloud and On Premises. Based on Service Type, the market is segmented into Consulting Services, Implementation And Integration and Managed Services. Based on Organization Size, the market is segmented into Large Enterprise and Small And Medium Enterprise. Based on Industry Vertical, the market is segmented into BFSI, Government And Public Sector, Healthcare, It And Telecommunication, Manufacturing and Retail. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Global CRM Outsourcing Market

The growth of the Global CRM Outsourcing market is primarily driven by the demand for cost efficiency. Companies face continuous pressure to lower operational expenses while either maintaining or enhancing their service quality. By outsourcing CRM functions, organizations benefit from significant savings associated with hiring, training, and managing in-house customer support teams. Furthermore, outsourcing enables firms to expand their operations without incurring substantial investments in technology infrastructure, including CRM software and customer service platforms. Accessing external expertise allows organizations to refine their processes, minimize overhead costs, and focus their resources on more strategic initiatives, ultimately boosting overall profitability.

Restraints in the Global CRM Outsourcing Market

A significant constraint facing the global CRM outsourcing market is the issue of data security. Businesses must rely on outsourcing partners to manage sensitive customer information, raising apprehensions about potential data breaches, theft, or misuse. Stringent data privacy regulations, including the GDPR in Europe and CCPA in California, enforce rigorous compliance obligations on organizations managing customer data. These regulations necessitate the implementation of strong security protocols to safeguard personal information. However, ensuring such protections can prove challenging when data is managed by external vendors, creating an inherent risk that can hinder the growth and acceptance of CRM outsourcing services.

Market Trends of the Global CRM Outsourcing Market

The Global CRM Outsourcing market is increasingly shaped by the integration of AI and automation tools, marking a pivotal trend that redefines customer engagement strategies. AI-powered technologies, including chatbots and virtual assistants, enhance real-time communication by delivering immediate responses and personalized solutions driven by data analytics. This transformative approach not only enhances customer satisfaction but also optimizes operational efficiency through intelligent routing and automated workflows. As businesses seek to manage escalating volumes of customer interactions, the adoption of such advanced technologies is expected to propel the CRM outsourcing sector, fostering a more agile and responsive customer service landscape globally.

Introduction

Objectives of the Study
Scope of the Report
Definitions

Research Methodology

Information Procurement
Secondary & Primary Data Methods
Market Size Estimation
Market Assumptions & Limitations

Executive Summary

Global Market Outlook
Supply & Demand Trend Analysis
Segmental Opportunity Analysis

Market Dynamics & Outlook

Market Overview
Market Size
Market Dynamics
- Drivers & Opportunities
- Restraints & Challenges
Porters Analysis
- Competitive rivalry
- Threat of substitute
- Bargaining power of buyers
- Threat of new entrants
- Bargaining power of suppliers

Key Market Insights

Key Success Factors
Degree of Competition
Top Investment Pockets
Market Ecosystem
Market Attractiveness Index, 2024
PESTEL Analysis
Macro-Economic Indicators
Value Chain Analysis
Pricing Analysis

Global CRM Outsourcing Market Size by Deployment Type & CAGR (2025-2032)

Market Overview
Cloud
- Hybrid Cloud
- Private Cloud
- Public Cloud
On Premises

Global CRM Outsourcing Market Size by Service Type & CAGR (2025-2032)

Market Overview
Consulting Services
- Strategy Consulting
- Systems Integration Consulting
Implementation And Integration
- Customization And Configuration
- Software Deployment
Managed Services
- Application Management
- Infrastructure Management
- Technical Support

Global CRM Outsourcing Market Size by Organization Size & CAGR (2025-2032)

Market Overview
Large Enterprise
Small And Medium Enterprise
- Medium Enterprise
- Small Enterprise

Global CRM Outsourcing Market Size by Industry Vertical & CAGR (2025-2032)

Market Overview
BFSI
- Banking
- Insurance
Government And Public Sector
Healthcare
- Hospitals And Clinics
- Pharmaceuticals
It And Telecommunication
- It Services
- Telecommunication Services
Manufacturing
Retail
- Offline Retail
- Online Retail

Global CRM Outsourcing Market Size & CAGR (2025-2032)

North America (Deployment Type, Service Type, Organization Size, Industry Vertical)
- US
- Canada
Europe (Deployment Type, Service Type, Organization Size, Industry Vertical)
- Germany
- Spain
- France
- UK
- Italy
- Rest of Europe
Asia Pacific (Deployment Type, Service Type, Organization Size, Industry Vertical)
- China
- India
- Japan
- South Korea
- Rest of Asia-Pacific
Latin America (Deployment Type, Service Type, Organization Size, Industry Vertical)
- Brazil
- Rest of Latin America
Middle East & Africa (Deployment Type, Service Type, Organization Size, Industry Vertical)
- GCC Countries
- South Africa
- Rest of Middle East & Africa

Competitive Intelligence

Top 5 Player Comparison
Market Positioning of Key Players, 2024
Strategies Adopted by Key Market Players
Recent Developments in the Market
Company Market Share Analysis, 2024
Company Profiles of All Key Players
- Company Details
- Product Portfolio Analysis
- Company's Segmental Share Analysis
- Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

Accenture (Ireland)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
IBM (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Capgemini (France)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Cognizant (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Wipro (India)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Infosys (India)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Tata Consultancy Services (TCS) (India)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Concentrix (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Teleperformance (France)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Foundever (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Alorica (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Genpact (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
HCL Technologies (India)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Sutherland (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Tech Mahindra (India)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
TDCX (Singapore)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Amdocs (USA)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments