In a rapidly expanding BPO market, Customer Relationship Management
(CRM) is a widely implemented model for managing a company’s
interactions with customers, clients, and sales prospects. The shifting
focus of buyers from cost containment to service improvements has led to
the creation of CRM as a standalone service line for most leading
service providers. In the past, buyers were focused more on their core
business, but now the goal is shifting towards technology and process
improvements, value-added services, such as multichannel services,
quality of service, and more innovative ways of addressing the
increasing levels of complexity in managing the business and customers.
Everest Group Research CRM profiles provide an accurate, fact-based, and
comprehensive snapshot of service provider CRM capabilities. Important
aspects covered include service provider service suite, channels
supported, language capabilities, scale of operations, technology
solutions, and delivery locations.
Contents
The Aegis profile provides the following CRM-specific details:
CRM BPO overview: Includes company overview, financial overview,
CRM BPO revenue mix by geography, industry, services, and channels,
technology landscape, and recent alliances, acquisitions, and contract
signings
Language capabilities: Includes global and regional languages offered by the service provider and the corresponding FTE scale
CRM BPO location landscape: Includes key delivery locations across the globe and FTE scale in each location
Note: this report is from 2012. See our most recent R2R research report.
The Finance & Accounting (F&A) function comprises three end-to-end processes – Procure-to-Pay (P2P), Order-to-Cash (O2C), and Record-to-Report (R2R). This report focuses on…