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Papers by Topic: CRM

The Value of Outsourcing: There's more than one way to create value. - January 2010

2008 Market Predictions: FAO, Global Sourcing, HRO, ITO, and PO Markets - This document contains Everest Research Institute's 2008 predictions for key outsourcing and offshoring markets. The report includes the following markets: Finance & Accounting Outsourcing (FAO), Global Sourcing (GS), Human Resources Outsourcing (HRO), Inf... - October 2007

Billing Strategies for Innovative Business Models: How Boring Old Billing Could Be the Competitive Advantage You Never Knew You Had - Billing processes are one of the most underrated competitive assets in business. This paper examines the complex billing requirements of businesses such as e-commerce, information providers, content aggregators, business process outsourcers and more. Self-... - June 2008

Customer Management Outsourcing: a total system approach. - It's about integration - improving the customer experience and optimizing the achievement of a company's strategic objectives. - November 2008

Enterprise Applications: The Cost of Keeping Current...Or Not - This Analyst Insight investigates the effort associated with major and minor upgrades, as well as the cost of not keeping current. It explores the value added to the business and identifies alternative delivery models to traditional on-premise, self mainte... - May 2009

Finance and Accounting Outsourcing (FAO): Global Sourcing in FAO - In this study, Everest Research Institute analyzes key trends emerging in the offshore FAO market. Download a free sample deck. - August 2007

Finance & Accounting Outsourcing (FAO) Market Update - Global FAO Supplier Landscape Preview Deck - June 2007

The fortune at the bottom of the Fortune... - Today the Fortune 500 FAO market is facing lots of drama. That's why most strategy analysts believe the real fortune and eventual future of FAO lies with working mid-market companies. This Compass paper explains how to operate in the mid-market FAO space: ... - July 2008

Managing Quality In Customer-Driven Organizations - For enterprises that depend on customer relationships to generate sales, better business outcomes and future opportunities, the quality of those relationships is absolutely vital. Proactive organizations are now taking a more expansive and innovative approach to quality management (QM) in contact centers and other customer relationship management (CRM) efforts. By leveraging a broader array of QM capabilities, organizations can reduce costs, gain peace of mind through reduced risk, improve customer satisfaction and create new revenue opportunities. - February 2009

Outsourcing Order-to-Cash (O2C) and Procure-to-Pay (P2P) - This white paper provides a "first look" at findings from Everest Research Institute's exploration of the current state and future direction of the O2C and P2P segment of the FAO market. This paper presents viewpoints on the value proposition driving inter... - October 2007

Profit Recovery and Finance & Accounting Outsourcing - Including profit recovery services in your F&A outsourcing relationship can deliver additional value and, in many instances, offset a large percentage of the costs associated with the transition phase ofoutsourcing. - January 2008

Recipes for Bundled Finance and Accounting Outsourcing - Organizations in pursuit of high performance develop relationships with third-party providers to create multiprocess outsourcing synergies, often using the finance and accounting function as the hub of the deal. - May 2008

The search for gold: Helping banks to tap alternative funding sources - The recent credit crisis forced banks to shore up their capital. The Direct Banking Model facilitates customer acquisitions in a new geography while maintaining a lean cost structure. - July 2009

What Buyers Need to Know about Accounting for Outsourcing Implementation Costs - Buyers of outsourcing services incur costs from the point of exploring outsourcing options to the point of transitioning work to a supplier as well as costs associated with exit or restructure of the contract, software implementation, and many more cost it... - February 2007

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