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市場調查報告書
2010年受矚目的趨勢：委外經營顧客管理-BPO
2010 Trends to Watch: Customer Relationship Outsourcing (BPO)
| 出版商 |
Datamonitor |
| 出版日期 |
2009年12月 |
商品編碼 |
106252 |
| 內容資訊 |
英文 17 pages |
| 價格 |
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2010年受矚目的趨勢：委外經營顧客管理-BPO 是由出版商Datamonitor在2009年12月所出版的。
這份英文市場調查報告書包含17 pages 價格從美金1195起跳。
受到不景氣的影響， 將顧客關係管理(CRM)委外經營的企業，其需求有了急劇地變化，經營者開始要求新型的業務手法。
本報告書整理了由Ovum調查中，BPO(企業流程管理)在2010年的主要課題和商機之調查資料，內容綱要摘記如下。
概要
分析
- 2010年的企業目標是增加收入和提升顧客滿意度
- 2010年阻礙事業目標達成的CRM預算縮減和代理業相關課題
- 2010年委外經營的經營者因收購進而改組公司內部
- 2010年持續維持國內客服中心的需求
- 美國因擴大服務帶來成本上急劇的壓力
- 2010年可望持續地客服中心的強化改組
行動
- 推薦給CRM委外經營受託者的策略
- 嚴格選擇理解事業之優先順序的CRM委外經營者
- 務必定期追蹤CRM委外經營的趨勢走向
- 尋找擁有國際性服務的委外經營夥伴
- 推薦給CRM委外經營委託者的策略
- 加強增加收入和提升顧客滿意度的能力
- 在深思熟慮下推行價格競爭
- 以推廣嶄新的國內服務為目標
- 因應時勢以收購企業強化競爭地位
附錄
圖表
Abstract
Introduction
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 of this research
- 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
Research and analysis highlights
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 research
- 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
Table of Contents
OVERVIEW
- CATALYST
- SUMMARY
- OVUM VIEW
ANALYSIS
- In 2010, revenue growth and customer satisfaction will be key enterprise
goals
- Tight CRM budgets and agent-related challenges will make 2010 business
goals hard to achieve
- Retail
- Utilities and energy
- Outsourcers are likely to make more acquisitions of in-house facilities in
2010
- Ongoing pressure for domestic contact centre delivery through 2010
- Cost pressures in domestic North American delivery could emerge
- Ongoing consolidation in contact centre services looks likely in 2010
ACTIONS
- RECOMMENDATIONS FOR CLIENTS OF CRM OUTSOURCERS
- Engage a CRM outsourcer that understands enterprise business priorities
- Remain vigilant of ongoing CRM outsourcing delivery trends
- Find an outsourcing partner that has multi-shore delivery
- RECOMMENDATIONS FOR CRM OUTSOURCERS
- Emphasise revenue generation and customer satisfaction capabilities
- Compete sensibly yet aggressively on price
- Aim to innovate onshore delivery
- Where appropriate, consolidate competitive positioning with acquisitions
APPENDIX
- METHODOLOGY
- FURTHER READING
- LEAD AUTHOR
- OVUM CONSULTING
- DISCLAIMER
FIGURES
- Figure: What are your major headaches with regard to your in-house call
centre? (Rate 1 - 4, with 1 not being a headache, 4 being ‘a big
headache' )
- Figure: In-house CRM budget evolution, 2007 - 2010
- Figure: How important are the following goals to your company in 2010?
- Figure: In what timescale do you plan to offshore your call centre
functions?
- Figure: North American real GDP growth, 2009 - 2010
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