2009 Top Sales and Marketing Outsourcing Vendors, Black Book Survey 2009 Results
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0–10 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
Scalability, client adaptability, flexible pricing and marginal value adds are the five most important attributes influencing SMO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction in the current economic marketplace is uncommon in the SMO industry among top ranked suppliers
Strong dissatisfaction is uncommon in SMO, occurring in less than 3.2% of US client types, 2.8% of UK clients and 10.5% of international customers. US and global corporations collectively experience only a 5.0% dissatisfaction rate.
Key finding: highest satisfaction in SMO functional subsets achieved by comprehensive SMO vendors
Key findings
Key finding: most important customer satisfaction KPIs
Scalability, client adaptability, flexible pricing and marginal value adds are the five most important attributes influencing SMO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction in the current economic marketplace is uncommon in the SMO industry among top ranked suppliers
Strong dissatisfaction is uncommon in SMO, occurring in less than 3.2% of US client types, 2.8% of UK clients and 10.5% of international customers. US and global corporations collectively experience only a 5.0% dissatisfaction rate.
Key finding: highest satisfaction in SMO functional subsets achieved by comprehensive SMO vendors
INTRODUCTION
Key benefits of outsourcing your sales and marketing services
Typical offerings of SMO
SUMMARY
Survey overview
Key findings
SMO – top honors overall 2009
SMO – top vendor by function 2009
BLACK BOOK METHODOLOGY
How the data are collected
Understanding the statistical confidence of black book data
Who participates in the Black Book ranking process
SMO vendor rankings and results for 2009
VERTICAL GROWTH PREDICTED TO INCREASE THROUGH 2010–2011
TOP 20 SMO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of SMO
Top score per individual criteria
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
Key benefits of outsourcing your sales and marketing services
Typical offerings of SMO
SUMMARY
Survey overview
Key findings
SMO – top honors overall 2009
SMO – top vendor by function 2009
BLACK BOOK METHODOLOGY
How the data are collected
Understanding the statistical confidence of black book data
Who participates in the Black Book ranking process
SMO vendor rankings and results for 2009
VERTICAL GROWTH PREDICTED TO INCREASE THROUGH 2010–2011
TOP 20 SMO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of SMO
Top score per individual criteria
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
