The firm, which provides strategy and guidance within the Internet direct marketing industry, says that more e-merchants and direct marketing companies will be outsourcing their fulfillment processes. The third-party fulfillment market faces a multitude of external trends and challenges that will reshape the industry, including an overall increase in customer service expectations, returns management becoming a critical success factor, and globalization requiring a full range of international services. The group notes several trends within the third-party fulfillment arena, and provides advice for success to service providers. For one, Internet technology advances have raised customer service expectations. Winterberry says that returns management is also becoming a major factor for success, adding that e-merchants are struggling to manage the returns process as well as traditional retail chains do.
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