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2010 Trends to Watch: Customer Relationship Outsourcing (BPO)
Datamonitor, Dec 2009, Pages: 17
The recession has impacted the needs of customer relationship management service clients, changing the way vendors are expected to deliver these functions. This brief will outline the major challenges and opportunities that Ovum has identified in relation to this element of BPO in 2010.
Scope
- An overview of key pain points facing contact center players in 2009, and how these will translate into 2010
- Key vertical opportunities aimed at the CRM vendor community as the recovery continues
- New CRM outsourcing business models and how these can positively impact profitability
Highlights of this title
There are a number of recession-related challenges that will push in-house contact center managers to outsourcing vendors
These will have particular vertical flavours, and in some instances will be driven through functional opportunities
The challenge in 2010 will be for CRM outsourcing vendors to embrace the economic recovery and tailor strategies to the new business priorities of their clients
Key reasons to purchase this title
- Learn about key CRM outsourcing trends that are likely to emerge in 2010
- Understand how best to leverage growth in CRM outsourcing markets, both by function and vertical
- Identify in-house contact center pain points, and how these can be alleviated by outsourced CRM services
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