Research Sourcing Customer Interactions 2010

TOTE-M Research Sourcing Customer Interactions 2010

The survey closed December 12th 2009

In 2009 TOTE-M published its first customer interactions and sourcing research.

The research goal is to increase the level of professionalism of customer interactions and its sourcing in the market by making the customer interactions performance - in house and outsourced - transparent and offering a benchmark. Furthermore the research will provide insight in:

  • The market: strategies, players, services and size
  • The decision making around customer management and its sourcing
  • The development of partnerships between supplier and customer, both internal and external

This year our aim is to benchmark in house and outsourced service provisioning of customer interaction processes. We conduct this research in close cooperation with MarketResponse (Dr. Harold de Bock) and ICSB (Prof. Dr. Ed Peelen). The research respondents (Netherlands and Belgium) are responsible, key influential or contributor in judging in-house and / or outsourced service providers. We also ask service providers to review their own performance.

What does this study bring you?
This independent study provides insight in market developments, your performance as compared to competitors and in house and the strategies that clients (or prospects) use. If you participate in the online survey, you will be provided with the results. Of course your answers will be kept strictly confidential. Anonymity is guaranteed. You will receive the research publication and an invite for the seminar Sourcing Customer Management 2010.

What do we ask of you?
Your market insights are very important. Therefore we ask you to fill in the online survey and distribute the survey among all your clients. The survey will take approximately 15 minutes of your time. We will send you the survey from October 5th 2009 onwards by email.

Planning
The main steps in the research will be as follows:

  • Survey execution: October 5th - December 11th 2009
  • Results analysis and reporting: December - January 2009
  • Presentation results and book publication: Spring 2010

About TOTE-M
TOTE-M is an independent management consulting firm in customer management, founded in 1994, with offices in The Netherlands and Belgium. Our mission is to create, facilitate and secure valuable encounters.

Thank you for your cooperation and best regards,

Drs. Annemiek van Moorst, founding partner TOTE-M
Drs. Yorick Letterie, consultant TOTE-M