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Follow on Google News | Recent Study: Profiting from CRM outsourcing opportunities in the US public sectorFast Market Research recommends "Profiting from CRM outsourcing opportunities in the US public sector" from Ovum, now available
For more information or to purchase this report, go to: - http://www.fastmr.com/ Report Table of Contents: SUMMARY Impact Ovum view Key messages THE US PUBLIC SECTOR APPEARS PROMISING FOR CRM OUTSOURCERS Why CRM outsourcers need to look at the US public sector US public sector agencies face severe operational pressures The private sector has raised the bar for citizens' expectations When resources are strained, organizations re-evaluate Increasing need for accountability in procurement CRM outsourcing in the US public sector is set to grow Market volume Market growth A growing percentage of the US CRM outsourced market Drivers for outsourcing in the us public sector Outsourced contact centers allow agencies to reduce costs Outsourcing allows agencies to provide more flexible service delivery Governments must provide citizens with increasing amounts of information Outsourcing has become more accepted practice in government VENDORS FACE SECTOR-SPECIFIC CHALLENGES Outsourcers face inhibitors in the US public sector Business model limitations Excessive compliance requirements Navigating public sector decision-makers Long sales lag Data security concerns Need for government outsourcing pedigree CRM outsourcing models are limited for US government clients Onshore Disadvantages of onshoring: Offshoring Home-based agents VENDORS NEED TO CONSIDER FUNCTIONAL AND COMPETITIVE FACTORS Trends across levels of government At the local level, "311" contact centers have flourished States are oriented towards streamlining access to information The federal market is the largest and most complex level Competitive analysis Pure-play CRM outsourcers Broad-based outsourcers Government outsourcing specialists Functional discussion Resource-intensive functions provide the most opportunity to reduce costs by outsourcing Incorporating multichannel access for an increasingly mobile population RECOMMENDATIONS Recommendations for agencies Governments must define what constitutes a "core task" Share best practices to help determine alternative CRM models Outline criteria for choosing an outsourcing partner Recommendations for vendors Dialogue with government decision-makers wins contracts Dedicated public sector teams reduce sales headaches Opportunities lie in common programs across jurisdictions Be prepared to invest time and resources into meeting regulations APPENDIX Further reading Methodology List of Tables Table 1: Key outsourcer characteristics List of Figures Figure 1: US Federal Deficit, 2007 - 2013 Figure 2: Increase in agent positions, 2009-2013 Figure 3: Percentage of US CRM outsourcing business 2009-2013 Figure 4: What is the primary reason for outsourcing in your agency? Figure 5: Level of function complexity in relation to outsourcing development About Ovum Ovum fully understands convergence across telecoms, IT services and software. They invest heavily in researching what is happening in a market that is dynamic and full of risk and reward, analysing the changes and identify the threats and opportunities ahead for their clients. Ovum's team has extensive experience in the sector and is dedicated to 'getting closer' - to the industries they advise on, to the people they work for, and ultimately to the real issues determining how ICT markets behave. Ovum maintains a fluid, highly collaborative structure that brings the right range of expertise to each situation. View more research from Ovum at http://www.fastmr.com/ About Fast Market Research Fast Market Research is an online aggregator and distributor of market research and business information. We represent the world's top research publishers and analysts and provide quick and easy access to the best competitive intelligence available. For more information about these or related research reports, please visit our website at http://www.fastmr.com or call us at 1.800.844.8156. End
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