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The ROI of Customer Engagement
The Business Case for Localizing the Global Customer Journey
by Donald A. DePalma, Rebecca Ray, September 15, 2017, 35 Pages View abstract 
Consumers and businesspeople have more choices than ever before. With rare exceptions, they can buy whatever they want, from wherever they want, whenever they want. All that typically stands in the way of buyers getting what they want is their ability . . .
 
Disintermediation in the Language Supply Chain
by Hélène Pielmeier, September 14, 2017, 6 Pages View abstract 
Eliminating the middleman has been the goal of banking, retail, and tourism firms as they cut overhead and deal more directly with their customers. Language services are not exempt from this move toward disintermediation. In this report, we explore how . . .
 
Financial Benchmarks for Global Enterprises: Language Services Spend
by Rebecca Ray, Donald A. DePalma, September 01, 2017, 18 Pages View abstract 
An organization’s ability to deliver a winning global customer journey depends on two core elements: 1) the maturity of its localization team; and 2) the degree to which all groups enterprise-wide have globalized their business processes and . . .
 
Financial Benchmarks for Global Enterprises: Organizational Maturity
by Rebecca Ray, Donald A. DePalma, September 01, 2017, 20 Pages View abstract 
An organization’s ability to deliver a winning global customer journey depends on two core elements: 1) the maturity of its localization team; and 2) the degree to which all groups enterprise-wide have globalized their business processes and . . .
 
TechStack: Terminology Management Tools
by Kara Warburton, Arle Lommel, August 28, 2017, 22 Pages View abstract 
The use of terminology management tools and processes enables global enterprises and language service providers to re-purpose content and translations of small units of text. Today, no content management or localization management strategy is complete . . .
 
The Winds of Content Are Changing
by Arle Lommel, August 28, 2017, 11 Pages View abstract 
Content creation and production are undergoing fundamental change. They are moving earlier in the process of building a product or service. In some cases, the boundaries between product and content are blurring or even vanishing. Purposes and audiences . . .
 
Digital Opportunity: Top 100 Online Languages for 2017
by Benjamin B. Sargent, Arle Lommel, August 15, 2017, 10 Pages View abstract 
Evaluation of return on content begins with understanding the language composition of the online world. CSA Research’s annual online benchmarks capture the total economic opportunity that global brands address when they add a new language. The benchmarks . . .
 
The Top 100 Language Service Providers: 2017
by Donald A. DePalma, Hélène Pielmeier, August 11, 2017, 3 Pages View abstract 
This brief presents the world’s leading providers of translation, localization, and interpreting services. The list includes four ties, resulting in 104 companies claiming or sharing the top 100 spots. The two-letter country codes listed correspond . . .
 
Financial Benchmarks for Global Enterprises: International Revenue
by Rebecca Ray, Donald A. DePalma, July 31, 2017, 21 Pages View abstract 
An organization’s ability to deliver a winning global customer journey depends on two core elements: 1) the maturity of its localization team; and 2) the degree to which all groups enterprise-wide have globalized their business processes and programs . . .
 
Sales Cookbook – Account Management: Nurture and Develop Clients
by Hélène Pielmeier, July 26, 2017, 25 Pages View abstract 
The customer base of language service providers represents the most critical part of their business. Successful LSPs rely on superior deliverables, responsive customer service, and developing strong relationships with clients to retain and grow these . . .
 
Sales Cookbook – Management: Oversee the Implementation
by Hélène Pielmeier, July 26, 2017, 22 Pages View abstract 
Successful language service providers have strong sales management in place dedicated to training, mentoring, and strategy deployment. This module of the CSA Research “Sales Cookbook” guides LSPs on how to formalize sales management. This . . .
 
Sales Cookbook – Staffing: Design the Job
by Hélène Pielmeier, July 26, 2017, 28 Pages View abstract 
To sell proactively, language service providers need a dedicated sales team responsible for executing the sales strategy. Hiring and retaining the right salespeople is a delicate exercise due to the required investment, the length of sales cycles, and . . .
 
Sales Cookbook – Playbook: Prepare Your Moves
by Hélène Pielmeier, July 19, 2017, 19 Pages View abstract 
To replicate sales success, language service providers must recognize and formalize their best practices. Documenting how they plan to sell and tactics to do so is something that even LSPs without dedicated salespeople must take the time to build. This . . .
 
Sales Cookbook – Tools: Power Your Effort
by Hélène Pielmeier, July 19, 2017, 12 Pages View abstract 
Technology plays a significant role in enabling language service providers to be as efficient as possible in their business development efforts. It frees them to spend more time selling, which could mean closing more deals. This module of the CSA Research . . .
 
Leading Language Service Providers by Region
by Donald A. DePalma, Hélène Pielmeier, July 12, 2017, 1 Pages View abstract 
 
CSA Research's comprehensive annual report on the state of the industry revealed the world's leading providers of translation, localization, and interpreting services (see "Who's Who in Language Services and Technology: 2017 Rankings," Jun17). We . . .
 
Sales Cookbook – Communication: Engage Prospects
by Hélène Pielmeier, July 12, 2017, 22 Pages View abstract 
Language service providers typically rely on marketing communications to nurture leads and convey their unique selling proposition. Marketing bridges the gap between growth strategy and actual sales conversations. This module of the CSA Research “Sales . . .
 
Sales Cookbook – Markets: Target the Right Segments
by Hélène Pielmeier, July 12, 2017, 11 Pages View abstract 
To maximize their branding, marketing, and sales budgets, language service providers must focus their efforts on specific markets segments where they have a competitive advantage. This module of the CSA Research “Sales Cookbook” guides LSPs . . .
 
Sales Cookbook – Pipeline: Generate Leads
by Hélène Pielmeier, July 12, 2017, 17 Pages View abstract 
Language service providers need to fill their sales and marketing pipeline with the right companies to achieve sustainable sales success. They must deploy rigorous process to proactively identify and develop prospects that meet their segmentation criteria . . .
 
Sales Cookbook – Differentiation: Prepare to Stand Out
by Hélène Pielmeier, July 05, 2017, 17 Pages View abstract 
Developing a strong differentiation and a unique selling proposition (USP) is crucial for language service providers to stand out. In turn, it can help them generate repeatable sales success. This module of the CSA Research “Sales Cookbook” . . .
 
Sales Cookbook – Goals: Quantify Your Objectives
by Hélène Pielmeier, July 05, 2017, 16 Pages View abstract 
When planning for growth, language service providers must determine realistic sales goals for their organization. This module of the CSA Research “Sales Cookbook” guides LSPs on how to set achievable stretch goals. Who Should Read This Executives . . .
 
Sales Cookbook – Planning: Plot Your Destination
by Hélène Pielmeier, July 05, 2017, 25 Pages View abstract 
Successful language service providers maximize their long- and short-term chances of growth by adopting and implementing systematic strategic and growth planning, consistently reviewing performance against plans, and adjusting plans based on market conditions . . .
 
Benchmarks for Language Service Providers: 2017
by Hélène Pielmeier, Donald A. DePalma, June 30, 2017, 12 Pages View abstract 
Providers are always eager to compare their performance against that of their peers. In CSA Research’s annual survey of the language services market, we ask about a range of factors that characterize LSPs. In this brief, we provide an introduction . . .
 
The Language Services Market: 2017
Annual Review of the Services and Technology Industry That Supports Translation, Localization, and Interpreting
by Donald A. DePalma, Robert G. Stewart, Arle Lommel, Hélène Pielmeier, June 30, 2017, 51 Pages View abstract 
More than seven billion people live in nearly 200 countries and speak roughly 7,000 languages. Country-specific laws and business practices combine with these languages and dialects to create hundreds of locales, each a unique blend that requires linguistic, . . .
 
Who’s Who in Language Services and Technology: 2017 Rankings
Ranking of Global and Regional Providers
by Donald A. DePalma, Robert G. Stewart, Arle Lommel, Hélène Pielmeier, June 30, 2017, 51 Pages View abstract 
Tens of thousands of providers around the globe work with hundreds of thousands of professional linguists to deliver services such as translation, interpreting, and localization to organizations and individuals. This active and growing global industry . . .
 
Sales Cookbook – Intro: The Recipe to Achieve Repeatable Sales Success
by Hélène Pielmeier, June 28, 2017, 10 Pages View abstract 
Language service providers – in particular small and mid-sized ones – often ask us, “How can we increase sales? Where do we start? How can we build the best sales team?” We developed the CSA Research “Sales Cookbook” . . .
 
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