The tool covers a number of customer management services requirements in the retail sector including organizations seeking to use CMS in support of revenue generation and e-commerce, and for customer service enhancement, as well as those organizations just seeking to use customer management services for seasonal scalability.

Suppliers of customer management services for the retail sector covered by this NelsonHall Vendor Evaluation and Assessment Tool (NEAT) include Aegis, Capita, Serco, Sitel, Sutherland Global Services, Teleperformance, Transcom, transcosmos, Webhelp, Wipro, and Xerox Services.

The NelsonHall Vendor Evaluation and Assessment tool for customer management services in retail is part of NelsonHall's "speed-to-source" initiative. The NEAT tool sits at the front-end of the vendor screening process and consists of a two-axis model: assessing vendors against their "ability to deliver immediate benefit" to buy-side organisations and their "ability to deliver innovation in support of client-specific requirements".

The vendors are scored against a wide range of criteria, establishing a number of scenarios, each representing a different business situation or client business need.

To add further value in speeding up the sourcing process .clients are able to input their own weightings and tailor the tool to their requirements. So they might say: "This set of weightings for this CMS need looks about right to me but I want to place more emphasis here." This enables sourcing managers to use NelsonHall's CMS in Retail NEAT as an interactive tool via the web and tailor the criteria used to meet their own specific sourcing requirements.

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