TABLE OF CONTENTS
Overview 1
Catalyst 1
Summary 1
Introduction 5
Reasons to purchase 5
Definitions 5
Retail Applications and BPO Services in the Portuguese Retail Sector 7
Overview 7
BPO Services in the Portuguese Retail Sector 11
Revenue by service 11
Revenue by channel 13
CRM BPO services, revenue by channel 15
Financial accounting BPO services, revenue by channel 17
Human resources BPO services, revenue by channel 19
Procurement BPO services, revenue by channel 21
Vertical specific BPO services, revenue by channel 23
Retail Applications in the Portuguese Retail Sector 25
Revenue by application type 25
Revenue by channel 27
ERP financials applications, revenue by channel 29
Human capital management applications, revenue by channel 31
Mobile applications, revenue by channel 33
Business intelligence tools, revenue by channel 35
Supply chain execution, revenue by channel 37
Forecasting methodology 39
Further reading 40
Disclaimer 40
LIST OF FIGURES
Figure 1: Retail applications and BPO services in the Portuguese retail sector, total revenue ($m),
2008–14 7
Figure 2: Retail applications and BPO services in the Portuguese retail sector, revenue split ($m),
2008–14 9
Figure 3: BPO services in the Portuguese retail sector, revenue by service ($m), 2008–14 11
Figure 4: BPO services in the Portuguese retail sector, revenue by channel ($m), 2008 and 2014 13
Figure 5: CRM BPO services in the Portuguese retail sector, revenue by channel ($m), 2008 and
2014 15
Figure 6: Financial accounting BPO services in the Portuguese retail sector, revenue by channel
($m), 2008 and 2014 17
Figure 7: Human resources BPO services in the Portuguese retail sector, revenue by channel
($m), 2008 and 2014 19
Figure 8: Procurement BPO services in the Portuguese retail sector, revenue by channel ($m),
2008 and 2014 21
Figure 9: Vertical specific BPO services in the Portuguese retail sector, revenue by channel ($m),
2008 and 2014 23
Figure 10: Retail applications in the Portuguese retail sector, revenue by application type ($m),
2008 and 2014 25
Figure 11: Retail applications in the Portuguese retail sector, revenue by channel ($m), 2008 and
2014 27
Figure 12: ERP financials applications in the Portuguese retail sector, revenue by channel ($m),
2008 and 2014 29
Figure 13: Human capital management applications in the Portuguese retail sector, revenue by
channel ($m), 2008 and 2014 31
Figure 14: Mobile applications in the Portuguese retail sector, revenue by channel ($m), 2008
and 2014 33
Figure 15: Business intelligence tools in the Portuguese retail sector, revenue by channel ($m),
2008 and 2014 35
Figure 16: Supply chain execution applications in the Portuguese retail sector, revenue by channel
($m), 2008 and 2014 37
LIST OF TABLES
Table 1: BPO services definitions 5
Table 2: Retail application definitions 6
Table 3: Retail applications and BPO services in the Portuguese retail sector, revenue ($m),
2008–14 8
Table 4: Retail applications and BPO services in the Portuguese retail sector, revenue split ($m),
2008–14 10
Table 5: BPO services in the Portuguese retail sector, revenue by service ($m), 2008–14 12
Table 6: BPO services in the Portuguese retail sector, revenue by channel ($m), 2008–14 14
Table 7: CRM BPO services in the Portuguese retail sector, revenue by channel ($m), 2008–14 16
Table 8: Financial accounting BPO services in the Portuguese retail sector, revenue by channel
($m), 2008–14 18
Table 9: Human resources BPO services in the Portuguese retail sector, revenue by channel
($m), 2008–14 20
Table 10: Procurement BPO services in the Portuguese retail sector, revenue by channel ($m),
2008–14 22
Table 11: Vertical specific BPO services in the Portuguese retail sector, revenue by channel ($m),
2008–14 24
Table 12: Retail applications in the Portuguese retail sector, revenue by application type ($m),
2008–14 26
Table 13: Retail applications in the Portuguese retail sector, revenue by channel ($m), 2008–14 28
Table 14: ERP financials applications in the Portuguese retail sector, revenue by channel ($m),
2008–14 30
Table 15: Human capital management applications in the Portuguese retail sector, revenue by
channel ($m), 2008–14 32
Table 16: Mobile applications in the Portuguese retail sector, revenue by channel ($m), 2008–14 34
Table 17: Business intelligence tools in the Portuguese retail sector, revenue by channel ($m),
2008–14 36
Table 18: Supply chain execution applications in the Portuguese retail sector, revenue by channel
($m), 2008 and 2014 38
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