John Willmott of NelsonHall says the emphasis is getting more positive in customer management services.
Growing revenue, not cutting costs
- Part 2 | Part
1
Offshore delivery potentially has a role to play in both
delivery of commodity services and in supporting transformational
CMS service delivery. The increased focus on customer retention
and growth is leading to a considerable emphasis on customer
analytics and, in particular, industryspecific customer analytics.
The major analytics software companies are introducing industry-specific
versions of their products, and leading customer management
services vendors – such as Convergys with the acquisition
of Finali Corporation in November 2004 – are following suit.
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