市場調査レポート

2011年のビジネス動向:金融サービスにおけるCRMアウトソーシングの顧客調査

Business Trends 2011: Knowing Your Financial Services CRM Outsourcing Client

発行 Ovum, Ltd. 商品コード 178467
出版日 ページ情報 英文 23 Pages
納期: 即日から翌営業日
価格
本日の銀行送金レート: 1USD=101.32円で換算しております。
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2011年のビジネス動向:金融サービスにおけるCRMアウトソーシングの顧客調査 Business Trends 2011: Knowing Your Financial Services CRM Outsourcing Client
出版日: 2011年02月22日 ページ情報: 英文 23 Pages
概要

当レポートでは、主要な金融サービス企業のエグゼクティブ28名に電話で行ったコンタクトセンターのアウトソーシングについてのインタビューの結果をまとめたもので、コンタクトセンターを統括するエグゼクティブの姿勢、CRMアウトソーシングサービス利用の主要な促進要因、2011年の支出予測などについて、概略以下の構成でお届けします。

目次

  • 概要
  • イントロダクション
  • 調査および分析のハイライト
  • 本レポートをお勧めする理由

付録

  • 著者
  • Ovumコンサルティングについて
  • 免責事項
目次
Product Code: OI00067-015

Abstract

Introduction

This survey consists of 13 multi-segmented questions about trends in contact center outsourcing. Ovum interviewed 28 senior executives at leading Financial Services firms. The research was conducted by telephone (not online), and each in-depth interview lasted approximately 30-45 minutes. Local language-speaking researchers were used to conduct the calls.

Features and benefits

• Gives insight into the mindsets of contact center executives at financial services firms, and their attitudes to a number of current industry issues.
• Understand what the key drivers are for finanical services companies in relation to using CRM outsourcing services.
• Gives insight into the mindsets contact center executives at FS firms, and their attitudes to a number of current industry issues.
• Understand what the key drivers are for FS companies in relation to using CRM outsourcing services.

Highlights

FS companies are looking for technology services to help them cut costs through systems simplification and process automation, but are less interested in fully blown business transformation projects than other vertical areas.
FS players valued price and agent language capabilities as the most important criteria in choosing an outsourcing partner.

Your key questions answered

• Do FS firms expect to increase CRM spend in 2011?
• What are the key goals for FS companies in 2011, and how do they think outsourcing can help them?

Table of Contents

OVERVIEW
Introduction
Research and analysis highlights
Key reasons to read this report

APPENDIX
Author
Ovum Consulting
Disclaimer


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