Key Moments that Make or Break Outsourcing Relationships – Buyers Behaviors that Impact a Provider’s Delivery of Services | White Paper
In an outsourcing arrangement, decision makers at the buyer’s organization look to maximize the value of their outsourcing investment. They therefore look for a service provider that not only has the requisite process, industry, and technology expertise but one that also can manage to uncertainties and minimize the buyer’s risks, enhance the buyer’s agility, and control costs.
But many buyers do not realize how crucial their own behaviors are in either enabling or impeding the provider’s ability to accomplish the buyer’s objectives. With this phenomenon in mind, Outsourcing Center surveyed ITO and BPO service providers regarding keys to success in their successful customer relationships.
Drawn from the 2010 Outsourcing Excellence Awards nominated relationships worldwide, this white paper presents insights from executives at 64 provider organizations that responded to survey questions asking them to describe customer behaviors that enabled the providers to deliver services efficiently and cost-effectively.
Their responses are a collection of best practices in buyer behaviors that drive a higher return on investment (ROI) in outsourcing.