Global Customer Relationship Management (CRM) Outsourcing Market Research Report 2023

Customer relationship management (CRM) outsourcing is a type of professional service provided by outsourcing vendors in the form of third-party services. The services include communications management, multi-channel customer engagement, and analytic solutions.

The global Customer Relationship Management (CRM) Outsourcing market was valued at US$ million in 2022 and is anticipated to reach US$ million by 2029, witnessing a CAGR of % during the forecast period 2023-2029. The influence of COVID-19 and the Russia-Ukraine War were considered while estimating market sizes.

The retail segment accounted for the majority of shares toward the CRM outsourcing market during 2017. The segment is expected to lead the customer relationship management (CRM) outsourcing market in the forthcoming years.

This report aims to provide a comprehensive presentation of the global market for Customer Relationship Management (CRM) Outsourcing, with both quantitative and qualitative analysis, to help readers develop business/growth strategies, assess the market competitive situation, analyze their position in the current marketplace, and make informed business decisions regarding Customer Relationship Management (CRM) Outsourcing.

The Customer Relationship Management (CRM) Outsourcing market size, estimations, and forecasts are provided in terms of and revenue ($ millions), considering 2022 as the base year, with history and forecast data for the period from 2018 to 2029. This report segments the global Customer Relationship Management (CRM) Outsourcing market comprehensively. Regional market sizes, concerning products by type, by application, and by players, are also provided.

For a more in-depth understanding of the market, the report provides profiles of the competitive landscape, key competitors, and their respective market ranks. The report also discusses technological trends and new product developments.

The report will help the Customer Relationship Management (CRM) Outsourcing companies, new entrants, and industry chain related companies in this market with information on the revenues for the overall market and the sub-segments across the different segments, by company, by type, by application, and by regions.

1.1 Study Scope

1.2 Market Analysis by Type

1.2.1 Global Customer Relationship Management (CRM) Outsourcing Market Size Growth Rate by Type: 2018 VS 2022 VS 2029

1.2.2 Communications Management

1.2.3 Multi-Channel Customer Engagement

1.2.4 Analytic Solutions

1.2.5 Others

1.3 Market by Application

1.3.1 Global Customer Relationship Management (CRM) Outsourcing Market Growth by Application: 2018 VS 2022 VS 2029

1.3.2 Retail

1.3.3 BFSI

1.3.4 Telecom & IT

1.3.5 Healthcare

1.3.6 Others

1.4 Study Objectives

1.5 Years Considered

1.6 Years Considered

2.1 Global Customer Relationship Management (CRM) Outsourcing Market Perspective (2018-2029)

2.2 Customer Relationship Management (CRM) Outsourcing Growth Trends by Region

2.2.1 Global Customer Relationship Management (CRM) Outsourcing Market Size by Region: 2018 VS 2022 VS 2029

2.2.2 Customer Relationship Management (CRM) Outsourcing Historic Market Size by Region (2018-2023)

2.2.3 Customer Relationship Management (CRM) Outsourcing Forecasted Market Size by Region (2024-2029)

2.3 Customer Relationship Management (CRM) Outsourcing Market Dynamics

2.3.1 Customer Relationship Management (CRM) Outsourcing Industry Trends

2.3.2 Customer Relationship Management (CRM) Outsourcing Market Drivers

2.3.3 Customer Relationship Management (CRM) Outsourcing Market Challenges

2.3.4 Customer Relationship Management (CRM) Outsourcing Market Restraints

3.1 Global Top Customer Relationship Management (CRM) Outsourcing Players by Revenue

3.1.1 Global Top Customer Relationship Management (CRM) Outsourcing Players by Revenue (2018-2023)

3.1.2 Global Customer Relationship Management (CRM) Outsourcing Revenue Market Share by Players (2018-2023)

3.2 Global Customer Relationship Management (CRM) Outsourcing Market Share by Company Type (Tier 1, Tier 2, and Tier 3)

3.3 Players Covered: Ranking by Customer Relationship Management (CRM) Outsourcing Revenue

3.4 Global Customer Relationship Management (CRM) Outsourcing Market Concentration Ratio

3.4.1 Global Customer Relationship Management (CRM) Outsourcing Market Concentration Ratio (CR5 and HHI)

3.4.2 Global Top 10 and Top 5 Companies by Customer Relationship Management (CRM) Outsourcing Revenue in 2022

3.5 Customer Relationship Management (CRM) Outsourcing Key Players Head office and Area Served

3.6 Key Players Customer Relationship Management (CRM) Outsourcing Product Solution and Service

3.7 Date of Enter into Customer Relationship Management (CRM) Outsourcing Market

3.8 Mergers & Acquisitions, Expansion Plans

4.1 Global Customer Relationship Management (CRM) Outsourcing Historic Market Size by Type (2018-2023)

4.2 Global Customer Relationship Management (CRM) Outsourcing Forecasted Market Size by Type (2024-2029)

5.1 Global Customer Relationship Management (CRM) Outsourcing Historic Market Size by Application (2018-2023)

5.2 Global Customer Relationship Management (CRM) Outsourcing Forecasted Market Size by Application (2024-2029)

6.1 North America Customer Relationship Management (CRM) Outsourcing Market Size (2018-2029)

6.2 North America Customer Relationship Management (CRM) Outsourcing Market Growth Rate by Country: 2018 VS 2022 VS 2029

6.3 North America Customer Relationship Management (CRM) Outsourcing Market Size by Country (2018-2023)

6.4 North America Customer Relationship Management (CRM) Outsourcing Market Size by Country (2024-2029)

6.5 United States

6.6 Canada

7.1 Europe Customer Relationship Management (CRM) Outsourcing Market Size (2018-2029)

7.2 Europe Customer Relationship Management (CRM) Outsourcing Market Growth Rate by Country: 2018 VS 2022 VS 2029

7.3 Europe Customer Relationship Management (CRM) Outsourcing Market Size by Country (2018-2023)

7.4 Europe Customer Relationship Management (CRM) Outsourcing Market Size by Country (2024-2029)

7.5 Germany

7.6 France

7.7 U.K.

7.8 Italy

7.9 Russia

7.10 Nordic Countries

8.1 Asia-Pacific Customer Relationship Management (CRM) Outsourcing Market Size (2018-2029)

8.2 Asia-Pacific Customer Relationship Management (CRM) Outsourcing Market Growth Rate by Region: 2018 VS 2022 VS 2029

8.3 Asia-Pacific Customer Relationship Management (CRM) Outsourcing Market Size by Region (2018-2023)

8.4 Asia-Pacific Customer Relationship Management (CRM) Outsourcing Market Size by Region (2024-2029)

8.5 China

8.6 Japan

8.7 South Korea

8.8 Southeast Asia

8.9 India

8.10 Australia

9.1 Latin America Customer Relationship Management (CRM) Outsourcing Market Size (2018-2029)

9.2 Latin America Customer Relationship Management (CRM) Outsourcing Market Growth Rate by Country: 2018 VS 2022 VS 2029

9.3 Latin America Customer Relationship Management (CRM) Outsourcing Market Size by Country (2018-2023)

9.4 Latin America Customer Relationship Management (CRM) Outsourcing Market Size by Country (2024-2029)

9.5 Mexico

9.6 Brazil

10.1 Middle East & Africa Customer Relationship Management (CRM) Outsourcing Market Size (2018-2029)

10.2 Middle East & Africa Customer Relationship Management (CRM) Outsourcing Market Growth Rate by Country: 2018 VS 2022 VS 2029

10.3 Middle East & Africa Customer Relationship Management (CRM) Outsourcing Market Size by Country (2018-2023)

10.4 Middle East & Africa Customer Relationship Management (CRM) Outsourcing Market Size by Country (2024-2029)

10.5 Turkey

10.6 Saudi Arabia

10.7 UAE

11.1 IBM

11.1.1 IBM Company Detail

11.1.2 IBM Business Overview

11.1.3 IBM Customer Relationship Management (CRM) Outsourcing Introduction

11.1.4 IBM Revenue in Customer Relationship Management (CRM) Outsourcing Business (2018-2023)

11.1.5 IBM Recent Development

11.2 Accenture

11.2.1 Accenture Company Detail

11.2.2 Accenture Business Overview

11.2.3 Accenture Customer Relationship Management (CRM) Outsourcing Introduction

11.2.4 Accenture Revenue in Customer Relationship Management (CRM) Outsourcing Business (2018-2023)

11.2.5 Accenture Recent Development

11.3 Cognizant

11.3.1 Cognizant Company Detail

11.3.2 Cognizant Business Overview

11.3.3 Cognizant Customer Relationship Management (CRM) Outsourcing Introduction

11.3.4 Cognizant Revenue in Customer Relationship Management (CRM) Outsourcing Business (2018-2023)

11.3.5 Cognizant Recent Development

11.4 Infosys

11.4.1 Infosys Company Detail

11.4.2 Infosys Business Overview

11.4.3 Infosys Customer Relationship Management (CRM) Outsourcing Introduction

11.4.4 Infosys Revenue in Customer Relationship Management (CRM) Outsourcing Business (2018-2023)

11.4.5 Infosys Recent Development

11.5 HCL Technologies

11.5.1 HCL Technologies Company Detail

11.5.2 HCL Technologies Business Overview

11.5.3 HCL Technologies Customer Relationship Management (CRM) Outsourcing Introduction

11.5.4 HCL Technologies Revenue in Customer Relationship Management (CRM) Outsourcing Business (2018-2023)

11.5.5 HCL Technologies Recent Development

13.1 Research Methodology

13.1.1 Methodology/Research Approach

13.1.2 Data Source

13.2 Disclaimer

13.3 Author Details

List of Tables

    Table 1. Global Customer Relationship Management (CRM) Outsourcing Market Size Growth Rate by Type (US$ Million): 2018 VS 2022 VS 2029

    Table 2. Key Players of Communications Management

    Table 3. Key Players of Multi-Channel Customer Engagement

    Table 4. Key Players of Analytic Solutions

    Table 5. Key Players of Others

    Table 6. Global Customer Relationship Management (CRM) Outsourcing Market Size Growth by Application (US$ Million): 2018 VS 2022 VS 2029

    Table 7. Global Customer Relationship Management (CRM) Outsourcing Market Size by Region (US$ Million): 2018 VS 2022 VS 2029

    Table 8. Global Customer Relationship Management (CRM) Outsourcing Market Size by Region (2018-2023) & (US$ Million)

    Table 9. Global Customer Relationship Management (CRM) Outsourcing Market Share by Region (2018-2023)

    Table 10. Global Customer Relationship Management (CRM) Outsourcing Forecasted Market Size by Region (2024-2029) & (US$ Million)

    Table 11. Global Customer Relationship Management (CRM) Outsourcing Market Share by Region (2024-2029)

    Table 12. Customer Relationship Management (CRM) Outsourcing Market Trends

    Table 13. Customer Relationship Management (CRM) Outsourcing Market Drivers

    Table 14. Customer Relationship Management (CRM) Outsourcing Market Challenges

    Table 15. Customer Relationship Management (CRM) Outsourcing Market Restraints

    Table 16. Global Customer Relationship Management (CRM) Outsourcing Revenue by Players (2018-2023) & (US$ Million)

    Table 17. Global Customer Relationship Management (CRM) Outsourcing Market Share by Players (2018-2023)

    Table 18. Global Top Customer Relationship Management (CRM) Outsourcing Players by Company Type (Tier 1, Tier 2, and Tier 3) & (based on the Revenue in Customer Relationship Management (CRM) Outsourcing as of 2022)

    Table 19. Ranking of Global Top Customer Relationship Management (CRM) Outsourcing Companies by Revenue (US$ Million) in 2022

    Table 20. Global 5 Largest Players Market Share by Customer Relationship Management (CRM) Outsourcing Revenue (CR5 and HHI) & (2018-2023)

    Table 21. Key Players Headquarters and Area Served

    Table 22. Key Players Customer Relationship Management (CRM) Outsourcing Product Solution and Service

    Table 23. Date of Enter into Customer Relationship Management (CRM) Outsourcing Market

    Table 24. Mergers & Acquisitions, Expansion Plans

    Table 25. Global Customer Relationship Management (CRM) Outsourcing Market Size by Type (2018-2023) & (US$ Million)

    Table 26. Global Customer Relationship Management (CRM) Outsourcing Revenue Market Share by Type (2018-2023)

    Table 27. Global Customer Relationship Management (CRM) Outsourcing Forecasted Market Size by Type (2024-2029) & (US$ Million)

    Table 28. Global Customer Relationship Management (CRM) Outsourcing Revenue Market Share by Type (2024-2029)

    Table 29. Global Customer Relationship Management (CRM) Outsourcing Market Size by Application (2018-2023) & (US$ Million)

    Table 30. Global Customer Relationship Management (CRM) Outsourcing Revenue Market Share by Application (2018-2023)

    Table 31. Global Customer Relationship Management (CRM) Outsourcing Forecasted Market Size by Application (2024-2029) & (US$ Million)

    Table 32. Global Customer Relationship Management (CRM) Outsourcing Revenue Market Share by Application (2024-2029)

    Table 33. North America Customer Relationship Management (CRM) Outsourcing Market Size Growth Rate by Country (US$ Million): 2018 VS 2022 VS 2029

    Table 34. North America Customer Relationship Management (CRM) Outsourcing Market Size by Country (2018-2023) & (US$ Million)

    Table 35. North America Customer Relationship Management (CRM) Outsourcing Market Size by Country (2024-2029) & (US$ Million)

    Table 36. Europe Customer Relationship Management (CRM) Outsourcing Market Size Growth Rate by Country (US$ Million): 2018 VS 2022 VS 2029

    Table 37. Europe Customer Relationship Management (CRM) Outsourcing Market Size by Country (2018-2023) & (US$ Million)

    Table 38. Europe Customer Relationship Management (CRM) Outsourcing Market Size by Country (2024-2029) & (US$ Million)

    Table 39. Asia-Pacific Customer Relationship Management (CRM) Outsourcing Market Size Growth Rate by Region (US$ Million): 2018 VS 2022 VS 2029

    Table 40. Asia-Pacific Customer Relationship Management (CRM) Outsourcing Market Size by Region (2018-2023) & (US$ Million)

    Table 41. Asia-Pacific Customer Relationship Management (CRM) Outsourcing Market Size by Region (2024-2029) & (US$ Million)

    Table 42. Latin America Customer Relationship Management (CRM) Outsourcing Market Size Growth Rate by Country (US$ Million): 2018 VS 2022 VS 2029

    Table 43. Latin America Customer Relationship Management (CRM) Outsourcing Market Size by Country (2018-2023) & (US$ Million)

    Table 44. Latin America Customer Relationship Management (CRM) Outsourcing Market Size by Country (2024-2029) & (US$ Million)

    Table 45. Middle East & Africa Customer Relationship Management (CRM) Outsourcing Market Size Growth Rate by Country (US$ Million): 2018 VS 2022 VS 2029

    Table 46. Middle East & Africa Customer Relationship Management (CRM) Outsourcing Market Size by Country (2018-2023) & (US$ Million)

    Table 47. Middle East & Africa Customer Relationship Management (CRM) Outsourcing Market Size by Country (2024-2029) & (US$ Million)

    Table 48. IBM Company Detail

    Table 49. IBM Business Overview

    Table 50. IBM Customer Relationship Management (CRM) Outsourcing Product

    Table 51. IBM Revenue in Customer Relationship Management (CRM) Outsourcing Business (2018-2023) & (US$ Million)

    Table 52. IBM Recent Development

    Table 53. Accenture Company Detail

    Table 54. Accenture Business Overview

    Table 55. Accenture Customer Relationship Management (CRM) Outsourcing Product

    Table 56. Accenture Revenue in Customer Relationship Management (CRM) Outsourcing Business (2018-2023) & (US$ Million)

    Table 57. Accenture Recent Development

    Table 58. Cognizant Company Detail

    Table 59. Cognizant Business Overview

    Table 60. Cognizant Customer Relationship Management (CRM) Outsourcing Product

    Table 61. Cognizant Revenue in Customer Relationship Management (CRM) Outsourcing Business (2018-2023) & (US$ Million)

    Table 62. Cognizant Recent Development

    Table 63. Infosys Company Detail

    Table 64. Infosys Business Overview

    Table 65. Infosys Customer Relationship Management (CRM) Outsourcing Product

    Table 66. Infosys Revenue in Customer Relationship Management (CRM) Outsourcing Business (2018-2023) & (US$ Million)

    Table 67. Infosys Recent Development

    Table 68. HCL Technologies Company Detail

    Table 69. HCL Technologies Business Overview

    Table 70. HCL Technologies Customer Relationship Management (CRM) Outsourcing Product

    Table 71. HCL Technologies Revenue in Customer Relationship Management (CRM) Outsourcing Business (2018-2023) & (US$ Million)

    Table 72. HCL Technologies Recent Development

    Table 73. Research Programs/Design for This Report

    Table 74. Key Data Information from Secondary Sources

    Table 75. Key Data Information from Primary Sources

List of Figures

    Figure 1. Global Customer Relationship Management (CRM) Outsourcing Market Size Comparison by Type (2023-2029) & (US$ Million)

    Figure 2. Global Customer Relationship Management (CRM) Outsourcing Market Share by Type: 2022 VS 2029

    Figure 3. Communications Management Features

    Figure 4. Multi-Channel Customer Engagement Features

    Figure 5. Analytic Solutions Features

    Figure 6. Others Features

    Figure 7. Global Customer Relationship Management (CRM) Outsourcing Market Size Comparison by Application (2023-2029) & (US$ Million)

    Figure 8. Global Customer Relationship Management (CRM) Outsourcing Market Share by Application: 2022 VS 2029

    Figure 9. Retail Case Studies

    Figure 10. BFSI Case Studies

    Figure 11. Telecom & IT Case Studies

    Figure 12. Healthcare Case Studies

    Figure 13. Others Case Studies

    Figure 14. Customer Relationship Management (CRM) Outsourcing Report Years Considered

    Figure 15. Global Customer Relationship Management (CRM) Outsourcing Market Size (US$ Million), Year-over-Year: 2018-2029

    Figure 16. Global Customer Relationship Management (CRM) Outsourcing Market Size, (US$ Million), 2018 VS 2022 VS 2029

    Figure 17. Global Customer Relationship Management (CRM) Outsourcing Market Share by Region: 2022 VS 2029

    Figure 18. Global Customer Relationship Management (CRM) Outsourcing Market Share by Players in 2022

    Figure 19. Global Top Customer Relationship Management (CRM) Outsourcing Players by Company Type (Tier 1, Tier 2, and Tier 3) & (based on the Revenue in Customer Relationship Management (CRM) Outsourcing as of 2022)

    Figure 20. The Top 10 and 5 Players Market Share by Customer Relationship Management (CRM) Outsourcing Revenue in 2022

    Figure 21. North America Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 22. North America Customer Relationship Management (CRM) Outsourcing Market Share by Country (2018-2029)

    Figure 23. United States Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 24. Canada Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 25. Europe Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 26. Europe Customer Relationship Management (CRM) Outsourcing Market Share by Country (2018-2029)

    Figure 27. Germany Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 28. France Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 29. U.K. Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 30. Italy Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 31. Russia Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 32. Nordic Countries Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 33. Asia-Pacific Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 34. Asia-Pacific Customer Relationship Management (CRM) Outsourcing Market Share by Region (2018-2029)

    Figure 35. China Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 36. Japan Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 37. South Korea Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 38. Southeast Asia Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 39. India Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 40. Australia Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 41. Latin America Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 42. Latin America Customer Relationship Management (CRM) Outsourcing Market Share by Country (2018-2029)

    Figure 43. Mexico Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 44. Brazil Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 45. Middle East & Africa Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 46. Middle East & Africa Customer Relationship Management (CRM) Outsourcing Market Share by Country (2018-2029)

    Figure 47. Turkey Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 48. Saudi Arabia Customer Relationship Management (CRM) Outsourcing Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 49. IBM Revenue Growth Rate in Customer Relationship Management (CRM) Outsourcing Business (2018-2023)

    Figure 50. Accenture Revenue Growth Rate in Customer Relationship Management (CRM) Outsourcing Business (2018-2023)

    Figure 51. Cognizant Revenue Growth Rate in Customer Relationship Management (CRM) Outsourcing Business (2018-2023)

    Figure 52. Infosys Revenue Growth Rate in Customer Relationship Management (CRM) Outsourcing Business (2018-2023)

    Figure 53. HCL Technologies Revenue Growth Rate in Customer Relationship Management (CRM) Outsourcing Business (2018-2023)

    Figure 54. Bottom-up and Top-down Approaches for This Report

    Figure 55. Data Triangulation

    Figure 56. Key Executives Interviewed