For Business Process & Applications Professionals (Length: 6 pages)

February 24, 2003

CRM Status: Consultants And Offshore Satisfy Users

by Bruce D. Temkin

with Liz Herbert

Executive Summary (This is a document excerpt)

This is the final brief in the CRM Status series." We asked execs from large North American firms about their CRM efforts. They're satisfied with consultants but plan to spend less. More money will flow to outsourced and offshore call centers in 2003.

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Figures & Data
  • Figure 1.  CRM Consultant Usage, Satisfaction And Funding
  • Figure 2.  Selection Criteria For CRM Consultants
  • Figure 3.  Obstacles For CRM Projects With And Without Consultants
  • Figure 4.  Contact Center Outsourcing And Offshore Activity
   

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Analyst: Bruce D. Temkin
Technology: Customer Relationship Management, IT Consulting, IT Services, Outsourcing, Packaged Applications, Systems Integration
Geography: North America
Archived Teleconference:
Service Versus Low Prices: The Battle For Loyalty
Original air date: Friday, October 16, 2009
Also in this series:
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