What you get from this program
NelsonHall's Customer Management Services program supports you in enhancing your organization's sourcing performance. It will help you to:
- Analyze how contact center outsourcing can be applied to your organization
- Assess the scope of customer services that can be outsourced and why
- Quantify the benefits and risks associated with outsourcing processes within your customer service function
- Identify the most appropriate vendors and understand their individual philosophies, approaches and delivery capability
- Learn from the experience of other organizations in your sector that have already outsourced elements of their customer handling and analytics functions
- Keep abreast of changing delivery approaches within customer mangement services.
It also provides expert support to customer management services vendors, specifically business development and marketing personnel, helping them to:
- Increase bid success through improved positioning of proposals against client requirements
- Maintain the competitiveness of current service offerings
- Identify emerging requirements and service opportunities
- Track key developments within the CMS marketplace, including contract awards and new service announcements
- Understand the strategies and capabilities of potential bid partners through access to detailed customer management services vendor assessments.
Key components
- CMS Market Analyses
assess the options for your company through in-depth market analyses of CMS service lines, analyzing the outsourcing of customer service functions both individually and in bundled form - CMS Vendor Assessments
identify which vendors are applicable to your needs from detailed assessments of the offerings, capabilities, and strengths & weaknesses of the leading vendors offering customer management services - CMS Case Studies
understand the art of the possible from detailed case studies of organizations that have outsourced contact centers and customer service functions - CMS Contract Database
track the application and relevance of customer service outsourcing in your industry by monitoring organizations that are adopting CMS services, updated monthly - CMS Tracking Service
maintain an awareness of the impact of key developments through enhanced analysis of key industry events such as new service launches and financial results within the CMS industry - Analyst Expertise & Advice
use our customer management services analysts for expert advice and opinion to support your sourcing evaluations and engagements.
