New Madison Advisors Study Evaluates Service Provider Market for Multi-Channel Customer Communications

Madison Advisors has released the fourth installment of their ground breaking Multi-Channel Market Series, the "2011 Service Provider Multi-Channel Market Study." Madison Advisors provides thought leadership, strategic consulting and market research to clients in print and electronic communications.

The concept of Customer Communications Management (CCM) is gaining traction with enterprises as a comprehensive approach for winning and retaining valuable clients, and multi-channel delivery is a key element of CCM. As demand increases, the numbers of providers entering the market and the diversity of service offerings have increased as well, creating confusion for enterprises that need to identify the best CCM partner for their needs. A wrong choice, hesitation and delay in selecting a provider can impact customer satisfaction and loyalty.

The new Madison Advisors report provides an objective, third-party assessment of service providers' multi-channel offerings to help companies accelerate and optimize the selection process. It also offers a framework for evaluating the viability and timing of an outsourcing move. In addition, it paints a view of future directions for CCM, giving both enterprises and providers a basis for planning long-term strategies.

"Madison Advisors continues to carve out leadership in multi-channel research by focusing on objective evaluations to support customers' decision-making processes. The new Service Provider Multi-Channel Market Study delivers unique value by helping companies better understand and evaluate the scope of specific providers and their offerings relative to multi-channel delivery," said Madison Advisors president and principal analyst , Kemal Carr .

Document Process Outsourcing (DPO) is another related concept that makes financial and business sense for the many organizations that want to streamline communications for greater efficiency and flexibility. DPO can be a cost-effective alternative to a traditional in-house operation. Like CCM, the DPO market is rapidly expanding and becoming crowded with providers. To make the right choice for their business, enterprises must understand which service providers offer the best combination of capabilities and support, and how those offerings compare in terms of quality and cost.

The Madison Advisors Service Provider Multi-Channel Market Study examines nine market-leading firms that supply DPO services to Fortune 1000 enterprises. The study assesses the current state of document process outsourcing, with a specific focus on support for multi-channel communications. It explains how the market leaders support end users in the transition from hardcopy distribution to electronic delivery channels. The study identifies best practices to help organizations mitigate risks and understand costs when selecting a DPO partner.

The Madison Adviso r suite of Market Studies examines all aspects of multi-channel delivery and customer communications management. Other studies in the series are:

  • 2009 Multi-Channel Delivery Market Study
  • 2010 Multi-Channel Delivery Market Study for the Insurance Industry
  • 2011 Multi-Channel Solutions Market Study
  • 2011 Service Provider Multi-Channel Market Study
  • 2011 Multi-Channel Delivery Market Study -- Second Edition (upcoming)
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