2011 Trends to Watch: CRM outsourcing


September 29, 2010
13 Pages - SKU: OV6060864
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Introduction

An overview of the 2011 trends that Ovum anticipates will pervade the CRM outsourcing space, including social media, margin management, and vertical opportunities. This is key reading for any contact center outsourcer and its clients.

Features and benefits
  • Learn about how social media can be used in the CRM outsourcing space through 2011.
  • Understand where CRM outsourcers can source new vertical revenue opportunities through the coming 12 months.
  • Identify how both demand for CRM outsourcing services and margins will shift in 2011.
Highlights

Social media is potentially set to make major gains in the CRM oustourcing space in 2011, but potential obstacles could pop up.Several opportunities are available for CRM outsourcers in government, utilities, and healthcare in 2011.CRM outsourcing demand and margins are expected to remain tight in 2011.

Your key questions answered
  • What are the main sector-based opportunities that CRM outsourcers can leverage in 2011?
  • How will social media play out for contact center outsourcers and their clients in 2011?
  • What are the trends that CRM outsourcers need to anticipate around demand and margins in 2011?



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