Chances are your organization already outsources some aspect of its operations. In the past, companies would only outsource non-vital aspects, such as the food service and vending, office cleaning, etc., where opportunities for innovation are of little consequence and low-cost is an acceptable criteria.
Today, outsourcing is a strategic initiative in many organizations and includes vital aspects of the business such as IT, Human
Resources, Call Center, Manufacturing and Accounts Payable.
This paper focuses on outsourcing another critical area – customer communications. These are the multi-channel communications that help companies acquire new customers, welcome and on-board those customers, service them and cultivate their loyalty.
While most outsourcing strategies have a primary goal of saving money, if done right, the benefits can go far beyond lower costs. Outsourcing customer communications can be an effective way to bring world-class capabilities to your organization that can impact both sides of the profit equation – cost savings and revenue growth. The key is to combine competitive pricing with innovation to gain a competitive advantage. Here are some lessons learned, based on 12 years of assessing and implementing customer communications outsourcing solutions. continue reading...
Europe’s top 25 Financial Services companies spend an estimated1 €9.2bn on sending information to their customers every year. Research commissioned by Xerox shows that customers tell us that they receive too much information and most if it is irrelevant; banks tell us that they believe better targeted communication would improve cross-selling and grow their revenue.
