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Customer Care Business Process Outsourcing Vendor Analysis: The Evolving LandscapeProduct Type: Market Research ReportPublished by: IDC Published: February 2007 Product Code: R104-29461 Description
This IDC study focuses specifically on companies, which have the capability to offer comprehensive customer care management and not just limited pieces of the value chain like basic call centre and customer support. Comprehensive customer care management includes customer and call centre support but also encompasses the ability to offer customer retention, improvement in brand image, and improved competitive positioning Table of Contents Table of Contents IDC Opinion In This Study Methodology Supply-Side Research Sources Demand-Side Research Sources Defining the Focus of the Study Executive Summary Situation Overview Key Developments in 2006 Separating the Leaders from the Contenders in 2006 and Beyond: IDC Leadership Grid for Customer Care Business Process Outsourcing Service Providers in Australia IDC Leadership Grid Methodology Criteria by Axis Aligning with Market Opportunity Ability to Gain Market Share Comparative View of Business Process Outsourcing Vendor Practices Alignment with Market Opportunity Delivery of Cost Savings Figure: Delivery of Cost Savings Process Consulting and Excellence Figure: Process Consulting and Excellence Comprehensive Customer Management Figure: Comprehensive Customer Management Ability to Gain Market Share Risk Management Figure: Risk Management Flexible Client Partnering Figure: Flexible Client Venturing and Partnering Global Service Delivery Capability Figure: Global Service Delivery Capabilities Business Process Outsourcing Leadership Amongst IT Service Providers Figure: Potential IDC Leadership Grid: Customer Care Business Process Outsourcing Market Future Outlook Essential Guidance Actions to Consider Learn More Related Research Definitions Business Outsourcing Engagement Business Process Outsourcing Services Processing Services Distinction Between Business Process Outsourcing and Processing Services Customer Care Services Synopsis |
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