In 2009, the Black Book APO Industry user survey investigates over 500 contracts held by 1500 of the top spending organizations and conglomerate corporations globally.18 Key Performance Indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0-10 scale per KPI.Key FindingsKey Finding: Most Important Customer Satisfaction KPIsClient Relationship & Cultural Fit and Trust are the most important attributes influencing APO client satisfaction with their 2009 outsourcing providers.Key Finding: Vendor Dissatisfaction is uncommon in the AP Process Outsourcing Industry among Top Ranked SuppliersStrong dissatisfaction is uncommon in the Finance & Accounting sector of Accounts Payable, occurring in less than 7.5% of US client types, 10.3% of UK clients and 10.8% of International customers. US and Global corporations collectively experience only a 6.8% dissatisfaction rate.Key Finding: Comprehensive Services Vendor Arrangements from a Comprehensive/End-To-End APO Vendor produces the Highest Satisfaction Rates Table of Contents : Introduction 5Summary 7Methodology 9Predicted High Growth KPO Verticals 11Companies MentionedBNY Mellon Sourcenet, Consero, IQ Backoffice, HOV Services, Outsource Partners, Next Process, API Outsourcing, Banctec, Global Exchange Group, CBIZ, Accenture, Xchanging, Taurus Quest, Core3, ACS, Hewlett Packard EDS, Capgemini, Accounts Next, Diversified AP Solutions, PaystreamStop Light Scoring Key 13Overview of KPI Leaders 18Individual Key Performance Indicator Detail 21KeywordsOutsourcing, outsourced, accounts, payable, APO, near-shoring, offshoring, cash, flow, fiscal, management, client, relationship, trust, cultural, high, growth, verticals, banking, capital, Insurance, Manufacturing, Travel, Transportation, Logistics, Healthcare, Telecommunications, Biotechnology, Pharmaceuticals, Energy, High, Technology, Education, Publishing, Consumer, Packaged, Retail, Media, Entertainment, AP, process, end-to-end, Document, Services, Transaction, processing, Disbursement, Services, Information, Exception, Utility, Bill,

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