Second Global Market Expansion Services Report

Innovation in the market expansion services industry

The new growth imperative – unlocking value for clients and customers

Second Global Market Expansion Services Report

Continuous growth of the market expansion services industry

Market expansion services (MES) are continuously growing and remain one of the most promising sectors in the outsourcing industry with an annual growth rate of 7.1%.

Second Global Market Expansion Services Report

Service innovation is a must for a superior competitive position

To stay successful in a competitive growth environment such as the Asia Pacific region, companies (and specifically MES providers) must continuously improve their service offerings.

Second Global Market Expansion Services Report

A strong backbone of core services is required as a platform for successful service innovation

Providers must demonstrate a strong capability to deliver core MES services to engage in the service innovation process.

Second Global Market Expansion Services Report

Market insights and relationship management are in strong demand to close the MES information cycle

The highest client demand is for market insight services (market reports, consumer insights, etc.) and relationship management services (KAM and CRM). These help to close the MES information cycle.

Second Global Market Expansion Services Report

Benefits of service innovation need to be tangible

Clients and customers expect tangible value from service innovation, with 48% seeking a higher level of service customization and 37% tangible top line benefits from innovative service offerings.

Second Global Market Expansion Services Report

There is no “one-size-fits-all” approach to service innovation

The service innovation process must give consideration to the nature of the decision maker. Regional or pan-Asian managers have a more strategic view on service innovation, while country managers approach it more operationally.

Second Global Market Expansion Services Report

Industry matters – potential for successful best practice transfer

Consumer industries, such as consumer goods or healthcare, show a high level of experience in consumer-oriented services, such as customer insights. Industrial sectors bring a higher understanding of service as a business enhancer to the table. This distinct orientation can be mutually leveraged.

Second Global Market Expansion Services Report

Service innovation at different pace across Asia Pacific

With service sophistication levels differing strongly across the Asia Pacific region, as indicated by the Service Development Index (SDI), local customization of the service offering is crucial for service providers to meet client and customer needs.

Second Global Market Expansion Services Report

Collaboration is the key success factor for service innovation

The vast majority of clients and customers expect to be involved by the service provider, which shows that collaboration is a key success factor. To flourish, service innovation requires a close and trusting dialog between provider and client and customer.

Second Global Market Expansion Services Report

Platform, exposure and relationship – the formula of success

Regional and international cross-industry MES providers prove to be best positioned for successful service innovation. Due to their regional market coverage, in-depth market knowledge, and necessary resources, they provide the required platform, exposure, and relationships.