2009 Top ERP Management Outsourcing Vendors, Black Book Survey 2009 Results
In 2009, the Black Book IT ERP management outsourcing client/user survey investigated over 550 contracts held by 1,888 of the top outsourced ERP management spending corporations and organizations globally.
Key findings
Key finding: most important customer satisfaction KPIs
Customization, interfaces, reliability and deployment are the most important attributes influencing client companies’ satisfaction with their ERP outsourcing providers.
Key finding: ITO infrastructure vendor satisfaction is highest among midmarket vendors
Clients with annual revenues from $100m to $1 billion are significantly more satisfied with their ERP outsourcer than are large market cap clients. Strong satisfaction in the mid-market segment surged to 82.5% in 2009, while large market ($1 billion-plus in annual revenues) maintained a strong satisfaction in 74.8% of all clients.
Key findings
Key finding: most important customer satisfaction KPIs
Customization, interfaces, reliability and deployment are the most important attributes influencing client companies’ satisfaction with their ERP outsourcing providers.
Key finding: ITO infrastructure vendor satisfaction is highest among midmarket vendors
Clients with annual revenues from $100m to $1 billion are significantly more satisfied with their ERP outsourcer than are large market cap clients. Strong satisfaction in the mid-market segment surged to 82.5% in 2009, while large market ($1 billion-plus in annual revenues) maintained a strong satisfaction in 74.8% of all clients.
INTRODUCTION
ERP and the economic climate
Overview of the ERP management market
SUMMARY
Survey overview
Key findings
ERP management outsourcing vendor – top honors overall 2009
ERP management outsourcing vendor – top vendor by ERP system supported 2009
ERP management outsourcing vendor – top vendor by market size client 2009
ERP management outsourcing vendor – top vendor by geographic location of client 2009
BLACK BOOK METHODOLOGY
How the data sets are collected
Understanding the statistical confidence of Black Book data
Who participates in the Black Book ranking process
IT ERP management outsourcing vendor rankings and results – 2009
TOP 20 ERP Management OUTSOURCING VENDORS
STOP LIGHT SCORING KEY
Operational excellence of ERP management outsourcing vendors
OVERALL KPI LEADERS
Summary of criteria outcomes
Top score per individual criteria
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
ERP and the economic climate
Overview of the ERP management market
SUMMARY
Survey overview
Key findings
ERP management outsourcing vendor – top honors overall 2009
ERP management outsourcing vendor – top vendor by ERP system supported 2009
ERP management outsourcing vendor – top vendor by market size client 2009
ERP management outsourcing vendor – top vendor by geographic location of client 2009
BLACK BOOK METHODOLOGY
How the data sets are collected
Understanding the statistical confidence of Black Book data
Who participates in the Black Book ranking process
IT ERP management outsourcing vendor rankings and results – 2009
TOP 20 ERP Management OUTSOURCING VENDORS
STOP LIGHT SCORING KEY
Operational excellence of ERP management outsourcing vendors
OVERALL KPI LEADERS
Summary of criteria outcomes
Top score per individual criteria
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
