For Business Process Professionals

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	April 28, 2006 Market Overview Of CRM Professional Services Many Choices Drive Need For Buyers To Make A Careful Selection by William Band with John Ragsdale, Christine Ferrusi Ross, Ian Schuler	Average: 2  (1 rating)

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Executive Summary

Customer relationship management (CRM) professional services providers (PSPs) play an important role in helping enterprises achieve their goals to have more profitable interactions with customers and partners. Spending on CRM PSP services will remain robust due to the shift from customer functional management to customer process management, the need to deliver a better "branded" customer experience, the shift to service-oriented architecture (SOA) as the basis for technology solutions, and the growth of high-value CRM offshore/near-shore services providers. However, four out of 10 enterprises would not fully recommend their CRM PSP to others, demonstrating that choosing a PSP is a risky decision. To avoid disappointment, buyers must select a PSP that most closely matches the needs of the enterprise by understanding the strengths and weaknesses of the six types of CRM PSPs: 1) management consultants; 2) global full-service systems integration firms; 3) North American regional specialists; 4) European regional specialists; 5) offshore/near-shore technology services providers; and 6) software vendor professional services organizations (PSOs).

TABLE OF CONTENTS

• Choosing A CRM PSP Is A Risky Decision
• CRM PSPs Play Important Roles
• Spending On CRM PSPs Is Robust
• Four Trends Drive Use Of CRM PSPs
• Consider The Full Range Of Choices
• Understand The Strengths And Weaknesses Of Each Type

WHAT IT MEANS

• Define Must-Haves To Choose The Right Partner
• Supplemental Material
• Related Research Documents

This is an excerpt

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