CRM 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).