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市場調査レポート
主要なセールスおよびマーケティングのアウトソーシングベンダー：Black Book Survey 2009 調査結果
2009 Top Sales and Marketing Outsourcing Vendors, Black Book Survey 2009 Results
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Abstract
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
Table of Contents
INTRODUCTION 5
- Key benefits of outsourcing your sales and marketing services 7
- Typical offerings of SMO 7
SUMMARY 9
- Survey overview 9
- Key findings 9
- SMO - top honors overall 2009 9
- SMO - top vendor by function 2009 9
BLACK BOOK METHODOLOGY 11
- How the data are collected 11
- Understanding the statistical confidence of black book data 11
- Who participates in the Black Book ranking process 12
- SMO vendor rankings and results for 2009 12
VERTICAL GROWTH PREDICTED TO INCREASE THROUGH 2010 - 2011 13
TOP 20 SMO VENDORS 14
STOP LIGHT SCORING KEY 15
- Operational excellence of SMO 15
- Top score per individual criteria 20
INDIVIDUAL KEY PERFORMANCE 21
APPENDIX 40
- Orbys consulting 40
- Disclaimer 40
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