Revenue from customer relationship management services will increase at a compound annual growth rate of 25%, from $61 billion in 2001 to $148 billion in 2005, according to market research firm IDC.
In addition, IDC projected that CRM outsourcing/operations management occupies the largest portion of the CRM services market, accounting for $32 billion in revenue in 2000. This amount is expected to surpass $82 billion in 2005. The market for CRM training exceeded $2.9 billion last year, and is expected to top $11 billion by 2005.
“CRM’s solid performance despite a weakening economy can be attributed to the business benefits and cost savings it generates for customers,” said Jocelyn Young, manager of IDC’s CRM Services research program, in a statement. “As companies need to justify their e-business investment, they will look to CRM solutions as a key means to increase e-business return on investment.”
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