CRM and Customer Service
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On-demand CRM: From Top-lines to Bottom-lines (Strategic Focus)'The on-demand CRM model is expected to witness solid growth rates over the medium term. However, many on-demand vendors are witnessing unique competitive pressures and are yet to find profitability. Datamonitor feels that a confluence of traditional go-to-market strategies and distinct technological initiatives could help vendors expand their reach and achieve sustainable profitability.'
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CRM in the Contact Center and the Emergence of the Unified Agent Desktop (Strategic Focus)Customer service and support solutions are being developed with the user interface and customer experience in mind. Vendors are offering unified desktop solutions, which integrate multiple systems and applications into one application, providing a single point of access for all customer information.
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Contact Center Markets and Technologies, 2008-2013 (Interactive Model)This report is the result of Datamonitor's annual contact center markets and technologies mega-model. The model provides insight into spending on core contact center technologies by region, technology and sizeband.
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Contact Center Investments in Developed Markets (Business Trends)This report is the result of Datamonitor's annual survey of 150 contact center managers in North America and Western Europe. Respondents were from within the communications, financial services, retail and travel & transport industries. The report provides insight into enterprises' plans for investment in a number of key contact center switch, workstation, self-service and emerging technologies.
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Business Trends 2008 - Knowing Your Contact Center Outsourcing Customer (Customer Focus)Datamonitor's annual survey of contact center outsourcing clients, highlighting the trends that are likely to emerge over the coming twelve months
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On-Demand CRM: Global Market Forecast Model 2007-2013 (Interactive Model)Datamonitor's on-demand Customer Relationship Management (CRM) market forecast model provides a comprehensive assessment of revenue opportunities for on-demand CRM technologies by geography and vertical market. This model can be used to support on-demand investment planning. It can also be used to understand current levels of penetration and the future life cycle of on-demand CRM offerings.
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CRM and the Move to Constituent-Centric Government (Strategic Focus)As governments look for ways to provide more personalized public services, they are increasingly looking to Constituent Relationship Management (CRM) to align service delivery with constituent needs.
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Trends in Global Contact Center Outsourcing Pricing and Attrition (Strategic Focus)An overview of the ongoing shifts in global contact center outsourcing attrition trends, as well as an analysis of pricing and cost issues.
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