CRM Outsourcing Market by End-user and Geography - Forecast and Analysis 2021-2025

  • Published: Sep 2021
  • Pages: 120
  • SKU: IRTNTR45944

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The CRM outsourcing market has the potential to grow by USD 21.29 billion during 2021-2025, and the market’s growth momentum will accelerate at a CAGR of 5.19%.

This CRM outsourcing market research report provides valuable insights on the post COVID-19 impact on the market, which will help companies evaluate their business approaches. Furthermore, this report extensively covers market segmentation by end-user (BFSI, telecom and IT, retail, healthcare, and others) and geography (North America, Europe, APAC, South America, and MEA). The CRM outsourcing market report also offers information on several market vendors, including Accenture Plc, Atos SE, Capgemini SE, Cognizant Technology Solutions Corp., Concentrix Corp., Dell Technologies Inc., ExlService Holdings Inc., HCL Technologies Ltd., Infosys Ltd., and International Business Machines Corp. among others.

What will the CRM Outsourcing Market Size be in 2021?

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CRM Outsourcing Market: Key Drivers and Trends

Based on our research output, there has been a neutral impact on the market growth during and post COVID-19 era. The increasing need for large-scale client management is notably driving the CRM outsourcing market growth, although factors such as shortage of domain expertise may impede market growth. Our research analysts have studied the historical data and deduced the key market drivers and the COVID-19 pandemic impact on the CRM outsourcing industry. The holistic analysis of the drivers will help in deducing end goals and refining marketing strategies to gain a competitive edge.

  • The growing need for large-scale client management is one of the primary factors driving the CRM outsourcing market growth.
  • Maintaining a proficient CRM process is a critical part of strategic decision-making for organizations.
  • Several enterprises are increasingly adopting automation or outsourcing it to professional organizations with a proven track of managing complex CRM databases and CRM systems.
  • The benefits of employing CRM services include process automation, better client management, and higher profitability.
  • The advent of Big Data and analytics services is one of the significant CRM outsourcing market trends gaining traction in the market.
  • Many firms depend on analytics services to transform unstructured data into structured data that are gathered from various online channels.
  • They use advanced analytical CRM tools and CRM solutions such as predictive analytics, to understand the pattern related to business and consumer behaviors.
  • These organizations are recognizing the prospect of Big Data and are designing their IT strategy to capture such opportunities. 

This CRM outsourcing market analysis report also provides detailed information on other upcoming trends and challenges that will have a far-reaching effect on the market growth. The actionable insights on the trends and challenges will help companies evaluate and develop growth strategies for 2021-2025.

Who are the Major CRM Outsourcing Market Vendors?

The report analyzes the market’s competitive landscape and offers information on several market vendors, including:


  • Accenture Plc
  • Atos SE
  • Capgemini SE
  • Cognizant Technology Solutions Corp.
  • Concentrix Corp.
  • Dell Technologies Inc.
  • ExlService Holdings Inc.
  • HCL Technologies Ltd.
  • Infosys Ltd.
  • International Business Machines Corp.


This statistical study of the CRM outsourcing market encompasses successful business strategies deployed by the key vendors. The CRM outsourcing market is fragmented and the vendors are deploying growth strategies such as M&As to compete in the market.

To make the most of the opportunities and recover from post COVID-19 impact, market vendors should focus more on the growth prospects in the fast-growing segments, while maintaining their positions in the slow-growing segments.

The CRM outsourcing market forecast report offers in-depth insights into key vendor profiles. The profiles include information on the production, sustainability, and prospects of the leading companies. 

Which are the Key Regions for CRM Outsourcing Market?

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35% of the market’s growth will originate from North America during the forecast period. The US and Canada are the key markets for CRM outsourcing in North America. However, the market growth rate in North America will be slower than the growth of the market in other regions.

This market research report entails detailed information on the competitive intelligence, marketing gaps, and regional opportunities in store for vendors, which will assist in creating efficient business plans.

What are the Revenue-generating End-user Segments in the CRM Outsourcing Market?

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The CRM outsourcing market share growth by the BFSI segment will be significant during the forecast period. The BFSI segment includes banking, insurance, accounting, and all other financial institutions. The rise in the digitization of core processes and the generation of a considerable amount of data across the sector are the main factors that drive the growth of this segment.

This report provides an accurate prediction of the contribution of all the segments to the growth of the CRM outsourcing market size and actionable market insights on post COVID-19 impact on each segment.



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What are the Key Factors Covered in this CRM Outsourcing Market Report?

  • CAGR of the market during the forecast period 2021-2025
  • Detailed information on factors that will drive CRM outsourcing market growth during the next five years
  • Precise estimation of the CRM outsourcing market size and its contribution to the parent market
  • Accurate predictions on upcoming trends and changes in consumer behavior
  • The growth of the CRM outsourcing industry across North America, Europe, APAC, South America, and MEA
  • A thorough analysis of the market’s competitive landscape and detailed information on vendors
  • Comprehensive details of factors that will challenge the growth of CRM outsourcing market vendors

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CRM Outsourcing Market Scope

Report Coverage


Page number


Base year


Forecast period


Growth momentum & CAGR

Accelerate at a CAGR of 5.19%

Market growth 2021-2025

$ 21.29 billion

Market structure


YoY growth (%)


Regional analysis

North America, Europe, APAC, South America, and MEA

Performing market contribution

North America at 35%

Key consumer countries

US, UK, Australia, Germany, and Canada

Competitive landscape

Leading companies, competitive strategies, consumer engagement scope

Companies profiled

Accenture Plc, Atos SE, Capgemini SE, Cognizant Technology Solutions Corp., Concentrix Corp., Dell Technologies Inc., ExlService Holdings Inc., HCL Technologies Ltd., Infosys Ltd., and International Business Machines Corp.

Market Dynamics

Parent market analysis, Market growth inducers and obstacles, Fast-growing and slow-growing segment analysis, COVID 19 impact and future consumer dynamics, market condition analysis for forecast period,

Customization purview

If our report has not included the data that you are looking for, you can reach out to our analysts and get segments customized.

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Research Framework

Technavio presents a detailed picture of the market by way of study, synthesis, and summation of data from multiple sources. The analysts have presented the various facets of the market with a particular focus on identifying the key industry influencers. The data thus presented is comprehensive, reliable, and the result of extensive research, both primary and secondary.


Primary sources

  • Manufacturers and suppliers
  • Channel partners
  • Industry experts
  • Strategic decision makers

Secondary sources

  • Industry journals and periodicals
  • Government data
  • Financial reports of key industry players
  • Historical data
  • Press releases


Data Synthesis

  • Collation of data
  • Estimation of key figures
  • Analysis of derived insights

Data Validation

  • Triangulation with data models
  • Reference against proprietary databases
  • Corroboration with industry experts



  • Market drivers
  • Market challenges
  • Market trends
  • Five forces analysis


  • Market size and forecast
  • Market segmentation
  • Geographical insights
  • Competitive landscape
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The crm outsourcing market growth will increase by $16505.36 million during 2019-2024.
The crm outsourcing market is expected to grow at a CAGR of 4.19% during 2019-2024.
Technavio has segmented the crm outsourcing market by end user (BFSI, Telecom and IT, Retail, Healthcare, and Others) and geographic (North America, Europe, APAC, South America, and MEA).
Accenture Plc, Atos SE, Capgemini Services SAS, Cognizant Technology Solutions Corp., Concentrix Corp., Dell Technologies Inc., ExlService Holdings Inc., HCL Technologies Ltd., Infosys Ltd., International Business Machines Corp. are a few of the key vendors in the crm outsourcing market.
APAC will register the highest growth rate of 33.46% among the other regions. Therefore, the crm outsourcing market in APAC is expected to garner significant business opportunities for the vendors during the forecast period.
  • US
  • UK
  • Australia
  • Germany
  • Canada
The key factors driving the crm outsourcing market growth are:
  • Increasing need for large-scale client management
The crm outsourcing market vendors should focus on grabbing business opportunities from the segment as it accounted for the largest market share in the base year.
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