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Business Trends 2011: Knowing Your CRM Outsourcing Client in the US
Ovum, February 2011, Pages: 21
This survey consists of 13 multi-segmented questions about trends in contact center outsourcing. Ovum interviewed 39 senior executives at leading US enterprises. The research was conducted by telephone (not online), and each in-depth interview lasted approximately 30–45 minutes.
Local language-speaking researchers were used to conduct the calls.
Features and benefits
- Gives insight into the mindsets of US-based contact center executives and their attitudes to a number of current industry issues.
- Understand what the key drivers are for US companies in relation to using CRM outsourcing services.
The majority of respondents indicated that CRM budgets would be flat in 2011, but significantly more believed that budgets would decrease than believed they would increase.
US respondents indicated that, contrary to those in other regions, customer satisfaction was more important than increased revenue growth in 2011.
Your key questions answered
- Do US companies expect to increase CRM spend in 2011?
- What are US companies' key goals for 2011, and how do they think outsourcing can help them?
Research and analysis highlights
Key reasons to read this report