Post about CRM in Latin America - Jesus Hoyos was a guest author at Paul Greenberg's blog.
Paul writes the following ...
The State Of CRM in Latin America: Jesus Hoyos Speaks - Latin American Thought Leader
For the last several years, thanks to Jesus Hoyos and Rafael Rodriguez (independently of each other), I've been able to gain a pretty deep understanding and a real appreciation for the state of CRM and the value of CRM in Latin America. However, that doesn't mean I've been particularly smart about talking about it. However, that's over! Starting with this posting by Jesus, I'm going to be keeping you (and me) in the loop about the doings in Latin America because they are important - and CRM has progressed pretty damned far there.
What better way to intro Latin America than letting one of the key guys who've kept me up on the doings there, get you up to speed. That would be Jesus Hoyos - a principal at Solvis Consulting, a leader of the nine-country CRM coalition, Customers Forever and a thought leader/analyst on CRM and CRM 2.0 in Latin America in his own right. He is also a buddy - cuz he's a really cool guy besides. So without any further ado, Jesus, take it away!
Latin America: More Than Just Call Centers
In the last 10 years, Latin America has been known to be an established call center market. Mexico, Argentina and Central America have been great markets for outsourcing operations, and in the recent years countries like Peru, Colombia and Dominican Republic have seen an interesting growth, not only providing call center services to United States, but to Europe and other countries in the region as well. The Latin American market competes very well with the Indian call center industry - the time difference, bilingual reps and assimilation to the U.S. culture makes having call center operations in the region very attractive. However, this growth has spilled over other areas of the CRM industry such as social networking, eCommerce, Six Sigma, COPC, collections and marketing automation as well.
