1H 2020 Business Services M&A Report

In 1H20, we’re becoming more keenly attuned to a sector emerging as an independent player in the Business Process Outsourcing (BPO) field: Customer Success. We’re all familiar with the concept of outsourced customer service centers, whether that means call centers dealing directly with retail customers or centers that assist B2B clients when problems arise with the product. Typically, these are “problem solving” hubs. BPO allows companies to focus on core business operations and attracting new customers while training someone else to handle problems experienced by existing customers. After all, it doesn’t make sense for the 11th largest bank in the country to spend time resetting passwords when resources could be better spent growing revenue and profits. In 2020 we’re looking at outsourced Customer Success BPO, especially as it applies to the software and subscription services sectors. The way we see it, acquiring a new customer is only the first step…

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