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Challenges have arisen

Challenges. Strategies. Sustainable Growth. How ?. Challenges have arisen. Excellent firms don’t believe in excellence, only in constant improvement and constant change Tom Peters. Main Challenges. Changes in market structure

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Challenges have arisen

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  1. Challenges Strategies Sustainable Growth How? Challenges havearisen Excellent firms don’t believe in excellence, only in constant improvement and constant change Tom Peters

  2. Main Challenges Changes in market structure Europe becomes aware of the advantages of outsourcing: a new market Growind demand of multinational solutions

  3. How should vCOSTUMER surpass them? “Change is not only likely, it’s inevitable.” Barbara Share

  4. CHANGES IN MARKET STRUCTURE Increasing number of competitors Lower profit margins Short-term contracts

  5. vCOSTUMERSTRATEGY VCOSTUMER strategy • price war? • Not consistent with vision – importance of quality B. diversification, value added product

  6. In Ansoff matrix terms, the strategy is clearly:

  7. Product development

  8. 2 – DEVELOP NEW PRODUCTS • Introducing new products in familiar markets • Diversifying and developing improvement services: evolving into KPO • Developing solutions to a wider range of verticals

  9. PRODUCTDEVELOPMENT How to evaluate strategy? • Inherent strengths and weaknesses • Favorable and adverse context

  10. PRODUCTDEVELOPMENT Strenghts Weaknesses • Value added product Lack of multicultural solution • Broader base of delivery products Risk • Inovation Losing emergent markets • High value contracts • Fulfilling individual needs • Growind demand for BPO processes • Will to outsource fundamental processes Growing scarcity of experienced talent • No dominant players Tightening labor supply • Prospects of high growth Shortage of creativity • Existing costumers • New verticals • Long term relationships Oportunities Threats

  11. The way to go is inovating, never disregarding the quality, foundation stone of vCOSTUMER. ‘’A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well’’ Jeff Bezos ‘’Innovation distinguishes between a leader and a follower’’ Steve Jobs

  12. 2 – Europe becomes aware of the advantages of outsourcing : a new market • As european companies become aware of a new oportunity, their demand both in CRM and BPO must be met by supply

  13. Introducing new solutions in a non-mature market is too risky • Introducing current IT and BPO processes in Europe is wiser

  14. In Ansoff matrix terms, the strategy is clearly:

  15. market Development

  16. MARKET DEVELOPMENT • Is that aproach justifiable? • How to identify strong and weak points on that strategy?

  17. Swot analysis Entering a vast market Product stagnation Reliable core-business products Losing added value Brand spreading Taking advantage of unique capabilities Language Unexplored market Cultural differences Receptiveness to IT and BPO Difficulties in hiring and training

  18. 3 – Becoming a global supplier for global companies

  19. 3 – Becoming a global supplier for global companies • Services delivered in a variety of languages: - multicultural approach • Satisfying growing European demand

  20. Can vCustomer supply globally and effectively from India? DISADVANTAGES Rising wages Growing scarcity of experienced talent Employee turnover Increased competition from leading players Cultural differences to new markets (Europe) Physically distant to new markets

  21. Investment possibilities: Eastern Europe? Asia? Latin America?

  22. CHINA AND LATIN AMERICA ARE NOT STRATEGICALLY ADEQUATE CULTURAL AND GEOGRAPHICALLY DISTANT TO EUROPE The need for an European stronghold is justified by the entrance in that market

  23. The wisest alternative : Eastern Europe However, there are multiple possibilities. Bulgaria Czech Republic Estonia Hungary Poland Slovakia Which suits vCustomer needs?

  24. How todecide?

  25. 1 Education 2 Wages 3 Language skills ‘’The human mind is our most fundamental resource’’ John F. Kennedy

  26. “YOUCAN´TMANAGEWHATYOUDON’TMEASURE”

  27. Note. Relative classification

  28. Estonia is the best solution: • Most educated population • Good compromise between cost and human resource quality

  29. 3 opportunities are available: 1 – Merging with existing company 2 – Establishing a local partnership 3 – vCustomer establishing a new business

  30. Times of change vCustomer could take this opportunity to invest in one of the three possibilities, needed to fulfill the desire of providing worldwide solutions to multinational costumers. The current situation could justify application of saved funds. “The Chinese use two brush strokes to write the word 'crisis'. One brush stroke stands for danger; the other for opportunity. In a crisis, be aware of the danger-but recognize the opportunity.” John F. Kennedy

  31. New servicesPartners in your challenges!

  32. Questions?

  33. APPENDIX

  34. 1 EDUCATION

  35. 1 EDUCATION

  36. 1 EDUCATION

  37. 2 WAGES

  38. 3 FOREIGN LANGUAGES

  39. PRODUCT LIFE CYCLE ANALYSIS CRM in current market BPO in current market CRM + BPO in European market

  40. BCG MATRIX CRM in current market BPO in current market European market

  41. Michael Porter Value Chain vCOSTUMER adds value especially in the highlighted activities

  42. PEST ANALYSIS - INDIA

  43. PEST ANALYSIS - ESTONIA 2006 DATA

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