Market Analysis
published on Feb 13, 2014
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Report Overview:
NelsonHall's market analysis of the customer management services in the retail industry sector consists of 71 pages.
Who is this Report for:
NelsonHall's "CMS in Retail Banking Industry Sector" report is a comprehensive market assessment report designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of customer management services (CMS) to serve the retail banking sector and identifying vendor suitability for CMS RFPs
- Retail banking executives seeking assistance in outsourcing elements of their customer interaction services
- Vendor marketing, sales and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector.
Scope of this Report:
The report analyzes the worldwide market for CMS in retail banking BPO and addresses the following questions:
- What is the market size and projected growth for the CMS in retail banking sector?
- What are the customer requirements for the retail banking sector outsourcing CMS and how are they changing?
- What are the benefits/results vendors have been able to achieve for their clients?
- What services are retail banking sector clients are buying in the CMS market?
- What technologies and platforms are being utilized by retail banking clients in the CMS market?
- What is the size and growth of outsourced CMS in the retail banking sector?
- How leading vendors are positioned within the CMS in retail banking sector market.
- What are the buyer requirements, challenges and critical success factors for CMS vendors targeting the retail banking sector?
Key Findings & Highlights:
- Increased revenue and cost reduction top the list of CMS outsource drivers for retail banks, followed by customer satisfaction (CSAT)
- Increased revenue is the top driver for credit card companies outsourcing CMS, followed by CSAT
- Customer care currently accounts for the majority of outsourced CMS activity by retail banking organizations followed by collections.