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Customer Service

Industry Outlook

The customer service industry is generally expected to have steady growth in the near future. Companies in various industries will continue to improve on the tools and techniques needed to provide their customers with the best customer experience possible. Large and small businesses will enhance their customer service offerings by adopting the most current social and mobile applications for managing customers, from product research to purchase and to post transaction. The customer relationship market will continue to expand and is projected to reach nearly $82 billion in revenue by 2025, according to a Grand View Research Inc. report. As described in this report, a growing number of companies large and small will use CRM because of its “operational efficiency, reduced cost of marketing, and the ability to complete the sales cycle ‘on the go’." CRM solutions have “also assisted in increasing revenues while simultaneously making the process of acquiring and retaining customers easier.” Another projection from the report is that industries such as local governments, nonprofit organizations, and the education sector are adopting CRM solutions and that trend is expected to continue.

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