Customer Management Services

Insightful Analysis to Drive Your Customer Management Outsourcing Strategy. NelsonHall has developed the Customer Management Services Program as a dedicated service for organizations evaluating, or actively engaged in, the outsourcing or relocation of all or part of their customer management or contact center functions.

Customer Management Services

Featured research

  • Targeting Customer Management Services in High-Tech

    July 2008 | Market Analysis by Suvradeep Bhattacharjee

    This analysis of the use of customer management services (CMS) by organizations in the high-tech sector consists of 54 pages.

    The assessment covers:

    • The future of CMS in high-tech
    • Market size & growth
    • Buy-side requirements
    • Vendor market shares
    • Vendor targeting and service offerings
    • Geographic usage
    • Use of nearshore and offshore delivery
    • Critical success factors and vendor positioning.

Latest research in program

  • Teleperformance

    July 2008 | Vendor Analysis by Suvradeep Bhattacharjee

    This assessment of Teleperformance's customer management services capabilities consists of 33 pages.

    Teleperformance is looking to improve its operating margin by streamlining its operating structures through the ongoing expansion of home based, offshore and near-shore service delivery and by charging higher prices for customized services delivered by experienced agents in a secure environment.

  • Targeting Customer Management Services in High-Tech

    July 2008 | Market Analysis by Suvradeep Bhattacharjee

    This analysis of the use of customer management services (CMS) by organizations in the high-tech sector consists of 54 pages.

    The assessment covers:

    • The future of CMS in high-tech
    • Market size & growth
    • Buy-side requirements
    • Vendor market shares
    • Vendor targeting and service offerings
    • Geographic usage
    • Use of nearshore and offshore delivery
    • Critical success factors and vendor positioning.

  • EDS

    May 2008 | Vendor Analysis by Rachael Stormonth

    This analysis of EDS's customer management services offerings and capabilities consists of 19 pages.

    With new leadership of CRM globally and a revamp of the CRM outsourcing portfolio, EDS is looking to reposition away from commoditized CMS activity to win complex, large scale CMS BPO engagements, including those with a greater emphasis on crosselling and up-selling, multi-vendor management requirements, and contact center technology transformation elements.

Upcoming research

NelsonHall continually evaluates new customer management services and contact center outsourcing opportunities to assist you in keeping up-to-date with your current sourcing options and new market developments.

Coming up:

  • Customer Management Services in Financial Services

    NelsonHall's next customer management services market analysis will assess the use of customer management services in the financial services sector.

    Here use of customer management services has developed beyond basic customer care to encompass more sophisticated customer retention and cross-selling services. In addition, the sector is in the forefront of rebalancing and fine tuning its customer service across locations.

    The analysis will:

    • Identify where customer management services is being applied in the financial services sector and why
    • Identify how customer management services is being applied in the financial services sector
    • Quantify the benefits being achieved from use of customer management services
    • Analyze the various delivery approaches being taken to customer management services by the financial services sector
    • Assess the coverage, scale, and capability of individual customer management services vendors
    • Identify the critical success factors for service adoption.
    read more

Featured vendor assesment

  • Teleperformance

    July 2008 | Vendor Analysis by Suvradeep Bhattacharjee

    This assessment of Teleperformance's customer management services capabilities consists of 33 pages.

    Teleperformance is looking to improve its operating margin by streamlining its operating structures through the ongoing expansion of home based, offshore and near-shore service delivery and by charging higher prices for customized services delivered by experienced agents in a secure environment.

CMS Tracking Service

Maintain an awareness of the impact of key developments in customer management services through enhanced analysis of high impact events such as contract announcements, new service launches and key vendor financial announcements.

Suvradeep can assist you with queries related to Customer Management Services and in particular in supporting queries relating to the content shown within this program.

To obtain Suvradeep's advice:

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CMS Contracts Database

Track the pattern of Customer Management Services service adoption in your industry by monitoring CMS contract awards by your peers. Identify who are the successful vendors in your industry now. Updated monthly - last update July 7, 2008.

In order to download the Contracts Database you need to be a client for this program. Please login or contact NelsonHall about this program.

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