SOURCE: Kennedy Consulting Research & Advisory

Kennedy Consulting Research & Advisory

October 13, 2009 16:26 ET

Consulting Profession Takes a New Approach to Designing Post-CRM-Centric Advisory Practices

Kennedy Analyzes Customer Strategy and Interaction (CSI) Consulting as an Evolving Competency Within the Overall Global Consulting Marketplace

PETERBOROUGH, NH--(Marketwire - October 13, 2009) - The failure of traditional Customer Relationship Management (CRM) technologies to act as the proverbial "silver bullet" for improving customer interactions has prompted the evolution of Customer Strategy and Interaction (CSI) consulting, according to recent findings from research firm Kennedy Consulting Research & Advisory.

The firm's new research, "Customer Strategy and Interaction Consulting Marketplace 2009-2012: Key Trends, Profiles and Forecasts," defines the burgeoning CSI practice area "as the definition of customer-centric strategic goals and execution of operations processes that leverage information technology to capitalize on customer insight." This services evolution is evidenced by consulting practices centered on the concept of the "customer," which include: market strategy; customer insight, experience, and strategy; and pricing and customer segmentation.

Demand for CSI consulting continues to increase, and clients pursuing these services, in particular, should closely examine capabilities before committing to a provider. Speaking on the increasing demand for CSI consulting, Erick Burchfield, Associate Director, Kennedy Consulting Research & Advisory and lead analyst of the research of "Customer Strategy and Interaction Consulting Marketplace 2009-2012," states, "As an emerging market, CSI consulting comprises a relatively small portion of the global consulting market, yet demand is expected to grow approximately three times faster than the overall market over the 2008-2012 forecast period. Those management consultants that have not redirected their offerings from a technology-centric CRM approach to a more strategic and process-based approach to maximizing customer value, are at risk of failing to keep up in this intensely competitive and relatively nascent consulting market."

"Customer Strategy and Interaction Consulting Marketplace 2009-2012" shows that the CSI consulting market is highly fragmented -- one in which both large, multinational firms and niche firms have a stake. Larger firms tend to focus on customer-facing technology; and Kennedy analysts indicate that there is significant opportunity for niche firms to capture market share from large, global practices, particularly when it comes to the "soft side" of CSI, such as customer experience management (CEM).

The research reveals the top six firms serving the CSI consulting market in "The Kennedy Vanguard of Customer Strategy and Interaction Consulting Practices." Nineteen firms are evaluated in total, by both their breadth and depth of services, including: Accenture, ABeam Consulting, A.T. Kearney, Atos Origin, Bain, Booz & Co., Capgemini, Clarkston Consulting, CSC, Deloitte, Fujitsu America, IBM, Kurt Salmon Associates, McKinsey & Company, Monitor Group, The Boston Consulting Group, Roland Berger Strategy Consultants, Simon-Kucher and ZS Associates.

About "Customer Strategy and Interaction Consulting Marketplace"

Kennedy's proprietary study, "Customer Strategy and Interaction Consulting Marketplace," analyzes the nature and state of client demand trends and current client spending, and forecasts demand growth through 2012, by CSI service segment (Customer Strategy, Customer Interaction Management, Customer-Based IT Enablement); client vertical industry (including Communications & Media, CPG, Financial Services, Healthcare, and Retail); and geographic region (North America, Europe/Middle East, Africa (EMEA), Asia Pacific, and Latin America).

The research also details the competitive landscape, including top-five ratings by practice type -- global, niche, customer strategy, pricing, customer interaction management, marketing sales and service management, customer-based IT enablement, and customer intelligence (data) services.

About Kennedy Consulting Research & Advisory

Since 1970, Kennedy Consulting Research & Advisory, a division of Kennedy Information, has been the world's leading source of market analysis on the Management Consulting and IT Consulting industries, serving the most highly regarded professional services firms and Fortune 500 companies across the globe.

Kennedy provides accurate and reliable market sizing and forecasts for consulting services world-wide; needs analysis and vendor profiling for buyers of consulting services; timely and insightful intelligence on the top consulting firms in their respective markets; and operational benchmarks that measure consulting performance. Kennedy Consulting Research & Advisory's research spans multiple service areas, client vertical industries, and geographies. Kennedy's stand-alone consulting advisory unit, Kennedy Information Advisors, provides results-oriented strategic guidance to buyers and sellers of consulting services.

Contact Information