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.
Why read this RadarView?
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.
Table of contents
About the report (page 3)
Executive summary (pages 5-7):
- Key CRM implementation services trends shaping the market
- Avasant CRM Implementation Services 2021 RadarView™
CRM implementation services market trends (pages 8-23):
- Personalized and omnichannel customer experience driving surge in CRM suite adoption
- COVID-19 and CRM adoption
- Surge in CRM implementation engagements with service providers
- Cloudification of CRM solutions and role of service providers
- Service providers’ architecture and design services gaining traction
- Service providers’ organic and inorganic investments and future road map
- Focus areas for CRM investments
RadarView overview (pages 24-26):
- Assessment dimensions
- Research methodology and coverage
CRM Implementation Services 2021 RadarView (pages 27-29):
- Reading the RadarView
- RadarView assessment
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.