Thursday, May 11, 2006

CRM Professional Services (Forrester)

Spending on CRM professional services providers (PSPs) will remain robust due to theshift from customer functional management to customer process management, the needto deliver a better "branded" customer experience, the shift to SOA as the basis fortechnology solutions, and the growth of high-value CRM offshore/near-shore servicesproviders. However, four out of 10 enterprises would not fully recommend their CRMPSP to others. To avoid disappointment, select a PSP that most closely matches yourneeds by understanding the strengths and weaknesses of the six types of CRM PSPs: 1)management consultants; 2) global full-service systems integration firms; 3) NorthAmerican regional specialists; 4) European regional specialists; 5)offshore/near-shore technology services providers; and 6) software vendorprofessional services organizations (PSOs).

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