DEBUG: PAGE=domain, TITLE=Customer Experience Services,ID=256,TEMPLATE=program
toggle expanded view
programcode = CXS
programid = 104
database = t
alerts = t
neat = t
vendors = t
forecasting = t
confidence = t
definitions = t

Search within: Customer Experience Services:

advanced options..

Access our analyst expertise:

Only NelsonHall clients who are logged in have access to our analysts and advisors for their expert advice and opinion.

To find out more about how NelsonHall's analysts and sourcing advisors can assist you with your strategy and engagements, please contact our sales department here.

Subscribe to blogs & alerts:

manage email alerts using the form below, in order to be notified via email whenever we publish new content:

has Database = t

Contracts Database

for Customer Experience Services

Track the pattern of service adoption by monitoring Customer Experience Services contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

These documents are available to logged in clients that have purchased access to this program.

has Confidence = t -- IGNORED

Confidence Index:

for Customer Experience Services

NelsonHall Confidence Index is a quarterly survey to measure changing levels of business confidence within Customer Experience Services

Join NelsonHall Customer Experience Services Confidence Index:

Every quarter NelsonHall publishes the NelsonHall Customer Experience Services Confidence Index, a Quarterly Index of Confidence that monitors changes in industry confidence in the global Customer Experience Services market.

For a sample report and details of how to join NelsonHall's Customer Experience Services Confidence Index, please contact us

Targeting Social Media Services

Market Analysis

by NelsonHall Analyst

published on May 31, 2013

Access to this report is restricted to logged in clients with access. Login to get full access

Report Overview:

Watch video

NelsonHall's market analysis of the outsourced social media industry and social media trends consists of 84 pages.

Who is this Report for:

"Targeting Social Media Services" is a comprehensive market analysis report designed for:

  • Sourcing managers investigating sourcing developments within the social media services market
  • Vendor marketing, sales and business managers developing strategies to target service opportunities within the social media services market
  • Financial analysts and investors specializing in the social media services sector.

Scope of this Report:

The report analyzes the global market for outsourced social media services and addresses the following questions:

  • What is the current and future market for outsourced social media services?
  • What is the size and growth of the outsourced social media services market by market segment?
  • Within outsourced social media services, which services and industries are emerging strongly?
  • What are the market segments for outsourced social media services and their characteristics? What are the drivers, benefits, and inhibitors for each segment? What are vendor capabilities by segment?
  • What technologies and platforms are being utilized and what are the implications by market segment?
  • What are vendor challenges and critical success factors by market segment?
  • How are vendor offerings and delivery capabilities changing to meet emerging market needs?
  • How are vendors positioned within each outsourced social media services market segment?
  • How is the pattern of delivery location changing and which locations are appropriate for each market segment?
  • Additional topics include: contract lengths; pricing models; delivery center locations and the use of offshoring; and vendor targeting by client size, geography, and industry.

Key Findings & Highlights:

The market for outsourced social media services is changing, driven by a number of trends. These include:

  • The need for organizations to develop social media presence
  • The need for organizations to use social media services to drive high customer experience and net promoter scores
  • The need for organizations to use social media services and analytics to drive increased customer retention and average revenues per customer
  • The need for organizations to mitigate negative brand/product mentions across social channels
  • The need to incorporate social media monitoring and engagement into a wider, more integrated customer service framework
  • The need for organizations to implement a multi-channel framework that increasingly automates "simple" customer needs and enhances the

Login to get full access:

   register | forgot password ?

Social Media Services BPO

published 2013-10-17 | Project by

NelsonHall's Social Media Services NEAT analysis assesses the capability of vendors offering Social Media Services business process outsourcing. The NEAT tool allows NelsonHall customers to establish the capability of each a number of vendors in a number of differing geographies and according to differing business situations. Vendors within this NEAT analysis include: Aegis, Capita, Dell, Firstsource, Genpact, HP Enterprise Services, Sitel, Wipro, WNS, and Xerox Services. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
view NEAT report all NEAT reports about NEAT
close