CRM Business Trends 2010
Introduction
Trends associated with contact center outsourcing and services, based on interviews with contact center managers across major geographies and verticals.
Features and benefits
CRM budgets are showing signs of life once again, but growth remains tepid at best.
Quality- and agent-related issues remain the key in-house contact center pain points across regions and verticals.
Social media has vaulted into the CRM space, with approximately 1 in 3 contact center managers identifying it as a channel used for customer relationship building.
Your key questions answered
Trends associated with contact center outsourcing and services, based on interviews with contact center managers across major geographies and verticals.
Features and benefits
- Trends in current contact center operations and CRM budgets
- Contact center managers' views on operational issues, including pricing, offshoring, and home agents
- Insight into current social media deployments and CRM applications for social media
CRM budgets are showing signs of life once again, but growth remains tepid at best.
Quality- and agent-related issues remain the key in-house contact center pain points across regions and verticals.
Social media has vaulted into the CRM space, with approximately 1 in 3 contact center managers identifying it as a channel used for customer relationship building.
Your key questions answered
- What are the key CRM priorities for enterprises in North America, Western Europe, and Australia?
- From a vertical perspective, how are enterprises planning outsourced contact center investment?
- To what extent is social media being adopted as a contact channel, and what do outsourcers need to do in order to profit from this trend?
- What pricing models are most popular for CRM oustourcing?
- Which offshore locations are most favored, and to what extent are contact center managers prepared to move CRM work to non-domestic centers?
Executive summary
Outline of survey respondents
Section 1 – Trends in CRM operations
Section 2 – Business/IT priorities
Section 3 – CRM outsourcing trends
Conclusions
Further readings
Appendix
Outline of survey respondents
Section 1 – Trends in CRM operations
Section 2 – Business/IT priorities
Section 3 – CRM outsourcing trends
Conclusions
Further readings
Appendix
