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But does this make sense in a customer centric business? How do you build an organization where everyone is on the same page, if each functional area of the front office is outsourced? How does information flow between them? Haven't you just solidified the functional silos that you've eliminated with your CRM strategy? I feel that process outsourcing companies can provide a benefit to certain parts of a business; mostly production areas. For example, Coca Cola outsources their production regionally, which leaves the corporate entity free to promote the product. This is a unique scenario though. It's a well known brand that we've all grown up with. I think this becomes nearly impossible in business' with complex offerings. Even business' with reseller channels struggle to know their customer, even though a case can be made that resellers are also customers. To me, business process outsourcing is a cottage industry that just doesn't work for the average customer-centric business. What kind of CRM software has been developed that accommodates a centralized CRM strategy that works across multiple business cultures? For the middle market SME's there is certainly nothing out there. If you're serious about becoming customer focused and interacting with your customers as one face, then this really can't work for you.
Return to Business Process Mapping from Business Process Outsourcing Companies
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