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CMS in Retail Banking

Market Analysis

by Vicki Jenkins

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.

Table of contents:

Table of contents:

  • Changing Shape of CMS in Retail Banking Industry Sector
  • Customer Requirements
  • Market Size and Growth
  • Vendor Market Shares
  • Vendor Offerings and Targeting
  • Challenges and Success Factors
  • Appendix I – Glossary and Definitions
  • Appendix II – Vendors Researched

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