Customer Relationship Management: Managing Your Customer Relationships With Business Process Outsourcing
- Topics:
- Strategic Management Tools
- Tags:
- Accenture Ltd.,
- Outsourcing & Subcontracting,
- Outsourcing,
- Operational Planning,
- It Services,
- It Operations,
- Enterprise Software,
- Customer Relationship Management (CRM),
- CRM,
- Call-center,
- ...
- Source:
- Accenture
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Overview: Business process outsourcing, or contracting with an external organization to take primary responsibility for providing a business process or function, is not new in customer care. Organizations have long contracted out highly structured call center processes. These arrangements have helped organizations cope effectively with fluctuating capacity demands, reduce costs by shifting call center operations to less expensive locations and lighten the management burden of a function characterized by high turnover and high-touch, people-intensive processes. Today, however, companies are outsourcing a much broader range of processes, including outbound sales, the management and integration of multiple points of customer contact, customer segmentation and analytics, and sometimes even, parts of marketing, and product and offer management.
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Format: PDF | Size: 99KB | Date: Jan 2002 | Pages: 5
