Customer relationship management (CRM) strategies continue to evolve from operational point solutions to high-level corporate initiatives. Many aspects of the services provider's business are being affected, including sales cycles, project schedules, buyer criteria, client expectations, success criteria and metrics, and partner participation. IDC's CRM and Customer Care Services with Vertical Views research equips services firms with the market insight needed to compete in this next generation of the CRM services market. In addition to encompassing all the research provided by IDC's CRM and Customer Care Services program, CRM and Customer Care Services with Vertical Views research also provides in-depth forecasts and analysis of end-user spending trends and priorities within 18 industries. Subscribers to this service receive direct access to IDC's top industry experts, who can supply competitive analysis and positioning advice, identify strategic partnering opportunities, assist with speaking to the investment community, provide press quotes, and more. The following is a comprehensive overview of the industry-specific research elements addressed by the vertical views portion of this service.

• Macro-level view of the customer care BPO services market
• Coverage of trends, issues, forecasts, and market developments
• Customer spending trends and priorities within 18 industries: banking, insurance, securities and investment services, discrete manufacturing, process manufacturing, retail, wholesale, government, healthcare providers, education, professional services, consumer and recreational services, communications and media, transportation, utilities, home business and consumer, construction, and resources

• Specific industry trends and events related to this market
• Buyer and client demand for customer care BPO services
• Market forecasts segmented by industry
• Market share of leading providers by industry

1. What is the market opportunity for customer care BPO services providers?
2. How does the market opportunity vary by industry segment, and how can providers gain customers in specific industries?
3. Which industries present the best opportunities for customer care BPO services?
4. What are the key requirements to gaining share in this market, and how do they vary by industry?
5. In which industries do the leading vendors play?
6. What are the key pain points, spending trends, priorities, and technology needs in the various industry sectors?
7. How are clients from different industries purchasing customer care services, and from whom are they buying?

IDC's CRM and Customer Care Services with Vertical Views research reviews the strategies, market positioning, and overall future direction of the CRM and customer care market and keeps product, marketing, and strategic planning professionals informed on the market leaders and key market opportunities within this environment. The service arms vendors with a measurement of the IT dollar opportunities within the market, as well as market segmentation and predictions that act as a guiding system for initiating rational and optimal sales and marketing decisions and strategies. IDC's insights lead to credible, unique, viable, and defensible market positioning and support the identification and prioritization of market efforts as well as successful entry, strategies, and tactics.

Throughout the year, this service will offer insight into the latest trends impacting the market. Potential studies include:

This document presents IDC's viewpoint on 18 industries for 2008. It includes a discussion of the key industry events of 2007, as well as predictions for 2008 and their impact on spending and IT priorities.

This document sizes the U.S. customer care BPO market by 18 industries and provides a five-year forecast.

This study analyzes the survey results of over 4,500 end users in the United States. This document homes in on key findings as they relate to variations in responses by industry and company size. This annual survey details the industry forces driving customer care BPO adoption, budgets, and the demand for customer care BPO solutions. Analysis and resulting recommendations are made based on survey results.

This document provides revenue and market share information by industry for the firms providing customer care BPO services.

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