Customer Care Market Review

Abstract

“Customer care spending is forecast to grow from USD1.86 billion in 2008 to USD2.47 billion in 2013 at a CAGR of 6%.” Mark Mortensen, Senior Analyst; Larry Goldman, Practice Leader for Global Telecoms Software.

Customer care spending growth, although moderated greatly by general economic conditions in 2009- 2010, is projected to be less affected than OSSs. Growth will continue in 2011 at rates close to those in 2007, driven by the need of communications service providers (CSPs) in mature markets to implement, market, sell and support increasingly complex services and service bundles and by competitive growth and maturation of the emerging market CSPs, especially in mobile segments.

This report provides a detailed five-year forecast for customer relationship management (CRM), subscriber management and customer interaction systems by service: mobile, residential broadband, business services and PSTN, further broken down by region: North America; Central and Latin America; Europe, the Middle East and Africa; and the Asia- Pacific region. The report includes market shares of the leading suppliers overall and in each of the application segments and an analysis of the market drivers and inhibitors for growth of all segments.

• What technologies and services will affect investments in the customer care market?
• How is the supplier landscape changing and who is best positioned in each segment?
• What impact will the global recession have on customer care spending?
• How will the maturation of developing markets affect the customer care market?
• What should suppliers do to optimise their positions?

The report includes tables comparing 50 suppliers. The leading suppliers ‘market shares are provided for the overall customer care market, as well as for each of the subsegments.

This 48-page report is an excellent source of market intelligence for CSPs, network equipment and software suppliers, systems integrators, venture capitalists, private equity firms and financial analysts.