2010 Leading Providers of Outsourced Sales and Marketing Services
Black Book of Outsourcing
April 14, 2011 95 Pages - SKU: BBDM6329231
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Introduction
The sales and marketing outsourcing (SMO) model has evolved from a simple method of outsourcing internal sales into the outsourcing of end-to-end sales and marketing activity. This report combines primary research into customer satisfaction with outsourced SMO services with assessments of market activity to present a multifaceted view of the SMO outsourcing industry.
Features and benefits - Results of the world's largest primary research project on customer satisfaction with SMO service provision.
- Analysis of activity by region, industry and service type in the global SMO market.
Highlights
An SMO service provider's ability to resolve problems was selected by the most respondents as being very important.
The use of technology in the SMO industry is expected to increase.
Sales and marketing agencies (SMAs) work as links between CPG companies, retailers, and vendors.
Your key questions answered - Which SMO service providers provide the highest levels of customer satisfaction?
- Which factors do clients consider most important when assessing satisfaction with SMO service delivery?
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- Executive Summary
- Service users represented majority of respondents
- SMO is a market for small deals
- SMO is more prevalent in the CPG and pharmaceuticals industries
- The evolving sales outsourcing model
- Emergence of integrated marketing service providers
- Increasing use of technology to gain consumer insights
- OVERVIEW
- Introduction
- Summary
- Methodology
- Satisfaction criteria
- Questionnaire design
- SURVEY FINDINGS 2010: OVERALL SATISTFACTION
- Introduction
- Overall satisfaction
- Five-step quality assurance procedure
- Service users represented the majority of respondents
- The survey population was global, with around 48% respondents being in EMEA
- Professional services, manufacturing, and healthcare professionals made up the majority of respondents
- Problem resolution and requirements awareness were among the most important criteria
- SURVEY FINDINGS 2010: PERFORMANCE CRITERIA
- Requirements awareness
- Shared goals
- Financial benefits
- Risk mitigation
- Partnership approach
- Problem resolution
- Corporate reputation
- Skills and resources
- Future orientation
- GLOBAL SALES AND MARKETING OUTSOURCING CONTRACTS ACTIVITY
- Introduction
- SMO is a market for small deals
- KPO/BPO vendors offer basic sales outsourcing services
- Technology providers received most of the SMO contracts
- List of SMO contracts
- SMO contracts signed by SMAs and advertising agencies
- SMO contracts signed by technology providers
- SMO contracts signed by KPO/BPO and contact center service providers
- GLOBAL SALES AND MARKETING OUTSOURCING MARKET TRENDS
- Introduction
- The evolving sales outsourcing model
- Emergence of integrated marketing service providers
- SMO outsourcing expected to flourish as CPG companies increase sales and marketing budgets
- Increasing competition will encourage the use of alternative delivery channels among CPG companies
- Increasing use of technology to gain consumer insights
- Social media and marketing
- Use of sales and dealer management tools among CPG companies
- Downsizing sales departments encourages the use of contract sales organizations
- The shift in the promotional mix to improve ROI has proved to be a tailwind for SMAs
- GLOBAL SALES AND MARKETING OUTSOURCING VENDOR LANDSCAPE
- Diversified vendor landscape
- BPO providers are building their SMO capabilities
- Pure-play SMO vendors are also consolidating
- Introduction of new services
- SALES AND MARKETING OUTSOURCING VENDOR PROFILES
- Introduction
- 3FORWARD
- Business description
- Clients
- Major services and solutions
- Key facts
- Recent developments
- ACCENTURE
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- ACQUIRENT
- Business description
- Clients
- Major services and solutions
- Key facts
- CALLBOX
- Business description
- Clients
- Major services and solutions
- Key facts
- Recent developments
- CMO AXIS
- Business description
- Clients
- Major services and solutions
- Key facts
- CYDCOR
- Business description
- Clients
- Major services and solutions
- Key facts
- ECLERX
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- GENPACT
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- GOOGLE
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- HARTE-HANKS
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- HEWLETT-PACKARD
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- IBM
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- MARKETSOURCE
- Business description
- Clients
- Major services and solutions
- Key facts
- MARKETSTAR
- Business description
- Clients
- Major services and solutions
- Key facts
- Recent developments
- THE NIELSEN COMPANY
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- XEROX
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- APPENDIX
- Methodology
- Further reading
- Ask the analyst
- Disclaimer
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