Browse all CMS market analyses

  • 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.

  • Targeting CMS in Financial Services

    March 2008 | Market Analysis by Suvradeep Bhattacharjee

    This market analysis of the use of customer management services is published within NelsonHall's CMS program and consists of 51 slides.

    The contents include:

    • The future of CMS in financial services
    • Market size and growth
    • Buy-side requirements
    • Vendor market shares
    • Vendor targeting and service offerings
    • Geographic patterns
    • Near-shore/offshore delivery
    • Critical success factors and vendor positioning.

  • Targeting Customer Management Services

    December 2007 | Market Analysis by Suvradeep Bhattacharjee

    This market assessment analyzes the global market for customer management services by geography, sector, and need-based segmentation.

    The areas covered include:

    • Market size & growth
    • Buy-side requirements
    • Vendor revenues and market shares
    • Vendor service offerings
    • Delivery patterns and capability
    • Critical success factors and vendor positioning.

    The analysis consists of 72 PowerPoint slides.

  • Targeting Outsourced CMS Analytics

    May 2007 | Market Analysis by Suvradeep Bhattacharjee

    Analyzes the development of outsourced CMS analytics.

    The study covers:

    • Future of outsourced CMS analytics
    • Customer requirements from outsourced CMS analytics
    • CMS analytics outsourcing market size and growth
    • Vendor landscape
    • Use of acquisitions and partnerships
    • Issues/challenges
    • Critical success factors and vendor positioning.

  • Multi-Shore CMS Delivery

    October 2006 | Market Analysis by Suvradeep Bhattacharjee

    Analyzes current customer management services (CMS) delivery patterns by geography and covers:

    • CMS delivery location breakdowns
    • Delivery location selection
    • Service delivery cost structures.

  • U.S. Sourcing Manager Perceptions of BPO

    October 2006 | Market Analysis by John Willmott

    Evaluates U.S. sourcing managers' attitudes towards BPO sourcing and identifies those factors required to increase the rate of BPO service adoption.

    The report identifies:

    • Adoption rates for BPO and captive centers within U.S. sourcing evaluations
    • Reasons why BPO is adopted and why BPO is currently rejected as a sourcing option
    • How sourcing managers would allocate 100 offshore BPO personnel by country
    • Perceived strengths and weaknesses of individual offshore geographies.

  • Shared Services & Outsourcing Trends

    June 2006 | Market Analysis by Paul Connolly

    Analyzes the dynamics between shared services and business process outsourcing.

    Topics covered include:

    • From traditional outsourcing to Shared Service Centers
    • Shared Services and BPO in F&A and HR
    • Commercial and Risk Management.

  • Evaluating Approaches to BPO

    May 2006 | Market Analysis by John Willmott

    Presentation given by NelsonHall at Alsbridge buyer conference to assist organizations in evaluating their F&A outsourcing options.

    In particular, the presentation is aimed at assisting buyers in identifying the key factors underlying:

    • Process selection
    • Delivery approaches
    • Risk management.

  • Targeting Customer Management Services

    February 2006 | Market Analysis by Helen Neale

    This global customer management services market analysis covers:

    • The Future of Customer Management Services through 2010
    • Market size & growth, globally and by geography
    • Customer requirements
    • Vendor capabilities & positioning, including market shares, delivery capbilities, and use of partnerships
    • Critical success factors and vendor evaluation against these.

  • Governance & Risk Management

    November 2005 | Market Analysis by John Willmott

    Presentation identifying major sources of risk that have been observed within BPO contracts, given at NOA Outsourcing Summit - November 2005.

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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 December 1, 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.