The coming year will bring changes and growth in CRM outsourcing as several new industries begin to see it as a vital part of their operations and the best way to meet the challenges that their sector faces. And as new industries awaken to the benefits of CRM outsourcing, new communications tools will also be prominent feature in 2011. Social media will become a mainstream, albeit niche, communications channel for managing the customer relationship.
New industries open up
The promise of new industries beginning to take on third-party contact centers is an appealing one for suppliers, but which industries will make the jump to outsourcing their CRM and why?
We believe it will be government, healthcare and utilities that will make the greatest moves towards CRM outsourcing in 2011 and that primarily cost-cutting will be at the heart of this move.
