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Essential Guidance for Optimizing a Customer Care SolutionProduct Type: Market Research ReportPublished by: IDC Published: August 2004 Product Code: R104-16754 Description
This IDC study highlights the shortfall in corporate go-to-market customer care solutions and presents IDC's Customer Relationship Management (CRM) and Customer Care Services research program's recommendations on how organizations can optimize the outcomes of their customer-facing care-related business processes through a balanced mixture of services, sourcing options, capabilities, and delivery. This document answers the following questions: What are organizations doing wrong in addressing their customer care operational solutions? What can organizations do to improve the outcomes of their customer care operational solutions? What are the benefits that organizations can expect to receive if they take an optimized approach to customer care?"Despite the current economic climate, opportunities remain within the worldwide and U.S. customer care services marketplace. Being attuned to cost containment, ROI, and business process optimization, however, must be the mantra if service providers plan to survive and thrive," said Brian J. Bingham, manager for CRM and Customer Care research at IDC. Table of Contents
Table of ContentsIDC Opinion In This Study Situation Overview Introduction Current Industry Dynamics How Have Organizations Attempted to Address Their Care-Related Needs? Market Dynamics and Strategy Imperatives Solution Versus Service Reality Figure: Positioning the Organization for an Optimized Customer Care Solution Formulating a Customer Care Solution to Optimize the Outcomes Optimizing the Solution: Where to Start Figure: Critical Considerations for Optimized Customer Care: How Cost, Quality, Control, and Flexibility Impact a Sourcing Decision Future Outlook Industry Impact Essential Guidance Actions to Consider Employing a Holistic Approach and Realizing an Optimized Balanced Customer Care Solution Service Providers as the Vehicle to Achieving an Optimized End Figure: Alignment of Global CRM and Customer Care Services Specialists Learn More Related Research Synopsis |
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