NelsonHall's Customer Management Services program supports you in enhancing your organization's sourcing performance. It will help you to:

• Analyze how contact center outsourcing can be applied to your organization
• Assess the scope of customer services that can be outsourced and why
• Quantify the benefits and risks associated with outsourcing processes within your customer service function
• Identify the most appropriate vendors and understand their individual philosophies, approaches and delivery capability
• Learn from the experience of other organizations in your sector that have already outsourced elements of their customer handling and analytics functions
• Keep abreast of changing delivery approaches within customer mangement services.

It also provides expert support to customer management services vendors, specifically business development and marketing personnel, helping them to:

• Increase bid success through improved positioning of proposals against client requirements
• Maintain the competitiveness of current service offerings
• Identify emerging requirements and service opportunities
• Track key developments within the CMS marketplace, including contract awards and new service announcements
• Understand the strategies and capabilities of potential bid partners through access to detailed customer management services vendor assessments.