Frost Radar™: Customer Experience Management Outsourcing in North America, 2025

Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform

Growth Index

Growth Index (GI) is a measure of a company’s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user focused sales and marketing strategies.

• Market Share (previous 3 years)
  This is a comparison of a company’s market share relative to its competitors in a given market space for the previous 3 years.
• Revenue Growth (previous 3 years)
  This is a look at a company’s revenue growth rate for the previous 3 years in the market/industry/category that forms the context for the given Frost Radar™.
• Growth Pipeline
  This is an evaluation of the strength and leverage of a company’s growth pipeline system to continuously capture, analyze, and prioritize its universe of growth opportunities.
• Vision and Strategy
  This is an assessment of how well a company’s growth strategy is aligned with its vision. Are the investments that a company is making in new products and markets consistent with the stated vision?
• Sales and Marketing
  This is a measure of the effectiveness of a company’s sales and marketing efforts in helping it drive demand and achieve its growth objectives.

Innovation Index

Innovation Index (II) is a measure of a company’s ability to develop products/ services/ solutions (with a clear understanding of disruptive Mega Trends) that are globally applicable, are able to evolve and expand to serve multiple markets and are aligned to customers’ changing needs.

• INNOVATION SCALABILITY
  This determines whether an organization’s innovations are globally scalable and applicable in both developing and mature markets, and also in adjacent and non-adjacent industry verticals.
• RESEARCH AND DEVELOPMENT
  This is a measure of the efficacy of a company’s R&D strategy, as determined by the size of its R&D investment and how it feeds the innovation pipeline.
• PRODUCT PORTFOLIO
  This is a measure of a company’s product portfolio, focusing on the relative contribution of new products to its annual revenue.
• MEGATRENDS LEVERAGE
  This is an assessment of a company’s proactive leverage of evolving, long-term opportunities and new business models, as the foundation of its innovation pipeline.
• CUSTOMER ALIGNMENT
  This evaluates the applicability of a company’s products/services/solutions to current and potential customers, as well as how its innovation strategy is influenced by evolving customer needs.

Significance of Being on the Frost Radar™

Companies plotted on the Frost RadarTM are the leaders in the industry for growth, innovation, or both. They are instrumental in advancing the industry into the future.

• GROWTH POTENTIAL
  Your organization has significant future growth potential, which makes it a Company to Action.
• BEST PRACTICES
  Your organization is well positioned to shape Growth Pipeline™ best practices in your industry.
• COMPETITIVE INTENSITY
  Your organization is one of the key drivers of competitive intensity in the growth environment.
• CUSTOMER VALUE
  Your organization has demonstrated the ability to significantly enhance its customer value proposition.
• PARTNER POTENTIAL
  Your organization is top of mind for customers, investors, value chain partners, and future talent as a significant value provider.

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