I have observed that outsourcing if CRM projects or services, though very common these days, but it takes the human edge off the CRM. In Pakistan, CRM services of even very reputed organizations have become so bad that it seems customer is no more the focus and all emphasis is now on the outsourced contract and the two parties involved. The company taking on an outsourced CRM project does not bother about the end-customer but just about their deal. What is the solution? Saving Changes...
Vitaly GlotovStrategic Alignment Telecom Expert and Certified PMP| Advanced Industries PackagingFrankfurt Am Main, Hessen, Germany
I believe that the solution of this issue is the correct implementing of such Voice of Customer process stage as Quality Function Deployment for each point of the CRM system. It should be mandatory and clearly marked in the PC and in procurement contracts. Voice of the customer in this case is the voice of the end-customers, not the sponsors of the project only. Any reasonable test programs, focus groups, interviewing methods for this issue are acceptable only if they are comparable with each other. In any environment there are no differences between owned and outsourced CRM systems if the Voice of Customer process was performed correctly. Saving Changes...
