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Capita - CMS in Retail and CPG

Capita - CMS in Retail and CPG

Who Is This Vendor Assessment For?
NelsonHall’s CMS in retail and CPG industry sector profile on Capita is acomprehensive assessment of Capita’s retail and CPG sector customermanagement services (CMS) offerings and capabilities, designed for:

Sourcing managers monitoring the capabilities of existing suppliers ofCMS to serve the retail and CPG sector and identifying vendorsuitability for CMS RFPs
Vendor marketing, sales and business managers looking to benchmarkthemselves against their peers
Financial analysts and investors specializing in the support servicessector.

Key Findings & Highlights
Capita Group Plc (Capita) was formed in 1984 within the CharteredInstitute of Public Finance & Accountancy (CIPFA). It separated fromCIPFA through a management buy-out in 1987, and was listed on theLondon Stock Exchange in 1991.Although it initially strongly focused on the U.K. public sector, since1999 Capita has placed increasing emphasis on targeting business processoutsourcing (BPO) opportunities within the private sector.Capita has recently recognized the importance of offering customermanagement services (CMS) alongside its specialist industry-specific andback-office services, and has made acquisitions to develop its CMScapabilities. In 2011, Capita acquired Ventura, a customer contactspecialist company. In the same year, it also acquired the Vertex privatesector division, which focuses on contact center outsourcing in the U.K.,with clients in the retail, utilities and telecoms industry sectors. Capita isheadquartered in London, England and employs 62k FTEs across theU.K., Europe, South Africa and India.

Scope of the Report
The report provides a comprehensive and objective analysis of Capita’sretail and CPG offerings, capabilities, and market and financial strength,including:

Identification of the company’s strategy, emphasis and newdevelopments
Analysis of the company’s strengths, weaknesses and outlook
Revenue estimates
Analysis of the profile of the company’s CMS retail and CPG sectorcustomer base, including the company’s targeting strategy andexamples of current contracts
Analysis of the company’s retail and CPG sector CMS offerings andkey service components
Analysis of the company’s delivery organization including thegeography of delivery locations used for CMS retail and CPG sectorclients.


1. Background
2. Revenue Summary
3. Key Offerings
4. Delivery Capability and Partnerships
5. Target Markets
6. Strategy
7. Strengths and Challenges
7. 1 Strengths
7. 2 Challenges
8. Outlook

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