Tag: customer relationship management

How to Build Long-term Outsourcing Success

How to Build Long-term Outsourcing Success

2014 Outsourcing Excellence Awards Best Long-term Relationship Cummins and HCL Technologies       “Cummins is in a better place today because of HCL’s guidance and support.” Curt Brown, Director, Service Excellence, Cummins Inc. Outsourcing relationships, like marriages, can be trying, hence the significant failure rate. Dun and Bradstreet reports that 25 percent of outsourcing […]

Do You Really Want to Outsource Customer Experience Management (CEM)?

Do You Really Want to Outsource Customer Experience Management (CEM)?

If you’re considering outsourcing your Customer Experience Management (CEM) or already outsource all or part of your CEM, it’s time to be sure you’re not doing more harm than good. In today’s always on, device-crazed world, service providers are constantly challenged to win and more importantly, satisfy their customers in an effort to reduce churn. […]