The worldwide customer care software market is forecast to grow from USD3.6 billion in 2013 to USD5.4 billion in 2018, at an 8.7% CAGR. Communication service providers (CSPs) need to increase ARPU and reduce churn. This is driving significant innovation by vendors in the customer relationship management (CRM) and customer interaction sub-segments to enable CSPs to introduce self-service capabilities and generate a holistic view of customer needs through better data collection and management.

1. Customer Care Systems: Worldwide Forecast
2014–2018
Published: September 2014
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2. Customer Care Systems: Worldwide Forecast 2014–2018
Growth in customer care will be driven by the need for consistent product offerings across the
multiple sales channels and a single multi-channel self-service platform.
The worldwide customer care software market is forecast to grow from USD3.6 billion in 2013 to
USD5.4 billion in 2018, at an 8.7% CAGR. Communication service providers (CSPs) need to increase
ARPU and reduce churn. This is driving significant innovation by vendors in the customer
relationship management (CRM) and customer interaction sub-segments to enable CSPs to
introduce self-service capabilities and generate a holistic view of customer needs through better
data collection and management.
This report is a companion to the previously published Customer care systems: worldwide market
shares 2013, which details the business conditions in this market, as well as the market shares,
offerings and strategies of the major software providers.
Complete report of 53 Pages is available @ http://www.reportsnreports.com/reports/297586-
customer-care-systems-worldwide-forecast-20142018.html .
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3. Customer Care Systems: Worldwide Forecast 2014–2018
This report provides:
•a detailed 5-year forecast for spending in the customer care market, split into:
•four application sub-segments:
•customer interaction
•customer relationship management (CRM)
•subscriber management
•device management
•four telecoms service sectors:
•mobile
•PSTN
•business
•residential broadband
•four geographical regions (see below)
•an examination of key market drivers and inhibitors, and how they will change during the forecast
period
•analysis of the business environment and regional dynamics that will influence the market
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4. Customer Care Systems: Worldwide Forecast 2014–2018
Geographical coverage
Forecasts are split into the following four regions:
Asia-Pacific (APAC)
Europe, the Middle East and Africa (EMEA)
Latin America (LATAM)
North America (NA)
Few Points from the Table of Contents
5.Executive summary
6.Capsule summary: worldwide customer care systems forecast 2013-2018
7.Worldwide customer care systems forecast 2013-2018
8.CRM revenue growth will continue smoothly while customer interaction growth rates will begin to
surge towards 2018
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5. Customer Care Systems: Worldwide Forecast 2014–2018
9.Mobile services will continue to dominate, but business and residential broadband services will
continue to grow
10.Growth will be driven by innovative service bundles in mature markets and increased
competition for new subscribers in emerging markets
11.Recommendations
12.Recommendations for mobile CSPs
13.Recommendations for fixed-line CSPs and all CSPs
14.Recommendations for ISVs
15.Forecasts
16.Providers in all regions will invest in customer interaction systems to reduce costs while
maintaining high service levels
17.CSPs in North America and Western Europe have already invested heavily in customer interaction
- and others will follow
18.CSPs are increasingly moving towards self service to reduce customer care centre costs, which is
driving customer interaction investments
19.CRM system revenue will grow strongly in all regions, but particularly in emerging markets
20.Spending growth will be robust in mature markets, but highest in the emerging markets
21.Mobile dominates the CRM sub-segment, but residential broadband will grow robustly and will
represent more than one fifth of the market by 2018
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6. Customer Care Systems: Worldwide Forecast 2014–2018
22.The market for subscriber management software, which traditionally tracks the revenue
management segment, will now grow at a higher rate
23.North America will narrowly remain the largest region for subscriber management by revenue in
2018
24.Mobile services will continue to account for most of the revenue from subscriber management
systems
25.Device management will maintain slow but steady growth
26.North America and EMEA dominate the mobile device management market, but revenue will
increase slowly because of smartphones
27.Mobile device management will continue to dominate, but new digital economy services in the
fixed sector will also drive some growth
28.Market drivers and inhibitors
29.Market drivers and inhibitors
30.Customer care system market drivers [1]
31.Customer care system market drivers [2]
32.Customer care system market drivers [3]
Complete report of 53 Pages is available @ http://www.reportsnreports.com/reports/297586-
customer-care-systems-worldwide-forecast-20142018.html .
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7. Customer Care Systems: Worldwide Forecast 2014–2018
33.Customer care system market inhibitors
34.Business environment
35.The business environment
36.Regional outlook for 2014
37.Market definition
38.Definition of geographical regions
39.Telecoms software market segmentation
40.Customer care sub-segment definitions
41.Customer interaction
42.Customer relationship management (CRM)
43.Subscriber management
44.Device management
45.Modern customer care deployment architecture
46.Customer care service sector and revenue type definitions
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