The report helps enterprises identify key service providers to implement and manage CRM platforms. It begins with a summary of key trends that are shaping the CRM space. We continue with a detailed assessment of 26 providers offering services in the CRM implementation space. Each profile provides an overview of the service provider, their key IP assets for CRM, and a list of clients and partnerships, along with brief client case studies. Each profile concludes with analyst insights on the provider’s practice maturity, partner ecosystem, and investments and innovations.
Enterprises are increasingly looking to partner with CRM implementation service providers for fast, scalable, and customized CRM deployments. With the surge in adoption of suite CRM solutions, the scope of CRM services engagements is continuously expanding to include architecture and design services, tech-led managed services, and bolt-on integrations. The demand for personalized customer experience across multiple channels is driving a surge in active clients seeking external support for CRM implementation and management.
The CRM Implementation Services 2021 RadarView highlights the key market trends in the CRM space and Avasant’s viewpoint. It aids companies in identifying top service providers to assist them in implementation and maintenance of CRM platforms. It also offers an analysis of each service provider’s capabilities in technology and delivery support, thus enabling organizations to identify the right strategic partners for their CRM transformation.
This RadarView includes a detailed analysis of the following CRM service providers: Accenture, Atos, BearingPoint, Birlasoft, Capgemini, CGI, Cognizant, Deloitte, DXC, Fujitsu, HCL, Hexaware, IBM, Infosys, LTI, Mindtree, Mphasis, Nagarro, NTT DATA, PwC, TCS, Tech Mahindra, T-Systems, UST, Wipro, and Zensar.
The industry insights and recommendations are based on our ongoing interactions with enterprise CXOs and other key executives; targeted discussions with service providers, subject matter experts, and Avasant Fellows, along with lessons learned from consulting engagements.
Our evaluation of service providers is based on primary input from the providers, focused briefings, public disclosures, validation from their clients, and our ongoing market interactions. The assessment is across the three dimensions of practice maturity, partnership ecosystem, and investments and innovation, leading to our recognition of those service providers that have brought the most value to the market over the last 12 months.
About the report (page 3)
Executive summary (pages 5-7):
CRM implementation services market trends (pages 8-23):
RadarView overview (pages 24-26):
CRM Implementation Services 2021 RadarView (pages 27-29):
Service provider profiles (pages 30-82):
Detailed profiles for Accenture, Atos, BearingPoint, Birlasoft, Capgemini, CGI, Cognizant, Deloitte, DXC, Fujitsu, HCL, Hexaware, IBM, Infosys, LTI, Mindtree, Mphasis, Nagarro, NTT DATA, PwC, TCS, Tech Mahindra, T-Systems, UST, Wipro, and Zensar.
Read the Research Byte based on this report.
Avasant’s research and other publications are based on information from the best available sources and Avasant’s independent assessment and analysis at the time of publication. Avasant takes no responsibility and assumes no liability for any error/omission or the accuracy of information contained in its research publications. Avasant does not endorse any provider, product or service described in its RadarView™ publications or any other research publications that it makes available to its users, and does not advise users to select only those providers recognized in these publications. Avasant disclaims all warranties, expressed or implied, including any warranties of merchantability or fitness for a particular purpose. None of the graphics, descriptions, research, excerpts, samples or any other content provided in the report(s) or any of its research publications may be reprinted, reproduced, redistributed or used for any external commercial purpose without prior permission from Avasant, LLC. All rights are reserved by Avasant, LLC.
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