Customer Satisfaction Archives

The CON-fidence-Games Aspect of Outsourcing Arrangements

Outsourcing Center, Kathleen Goolsby, Senior Writer

In our study of what makes outsourcing relationships fail, we found executives on both sides of the fence whose corporate scenarios cause them to appear to be taking advantage of each other. This article examines outsourcing's con games and what

Why the Healthcare Industry Is Now Outsourcing CRM

John Harney, Business Writer

Retailers have been outsourcing CRM for years. Now competitive pressures in healthcare are causing both payers and providers to outsource this process.

Like Sitting Ducks–Two Failure-Prone Outsourcing Models

Outsourcing Center, Kathleen Goolsby, Senior Writer

An Outsourcing Center survey found a significant correlation between root causes of failure and two increasingly popular approaches to outsourcing.

Small to Mid-Sized Businesses Turn to ASPs; Larger Enterprises Follow Their Lead

Outsourcing Center, Bruce McCracken, Business Writer

To paraphrase Mark Twain, the demise of ASPs has been greatly exaggerated. They are experiencing a remarkable resurgence, as enterprises small and large embrace their offerings. And one ASP, salesforce.com, just went public with the highest first-day price rise so

Outsourcing Conveniently Aligns Retailer’s Operations with Competitive Business Strategies

Outsourcing Center, Kathleen Goolsby, Senior Writer

A few years ago, the typical 7-Eleven® store had a myriad of electronic devices that were not connected. For example, cash registers were not linked to the fuel pumps, which forced clerks to manually enter fuel sales into the registers,

The Role of Outsourcing in Facilitating Corporate Agility

Outsourcing Center, Kathleen Goolsby, Senior Writer

Things were going well for Entergy and its IT provider, SAIC; but they wanted their relationship to grow and produce more value. So they jointly funded an 18-month relationship health check-up. It was an eye-opener, and they subsequently renegotiated their

Direct Route to Competitive Advantage

Outsourcing Center, Kathleen Goolsby, Senior Writer

One of the first value outcomes resulting from shifting ownership of Michelin North America's logistics process to outsourcing provider, TNT North America, was a $70Million cash flow increase in just one day. The money was then invested in critical strategic

And Then There Were Two

Outsourcing Center, Kathleen Goolsby, Senior Writer

AAA and EDS collaborated on how AAA could increase market share and customer satisfaction, at the same time, allowing EDS to enter a new market. They have leveraged each other's domain expertise and now go to market with a single,

Vintage Outsourcing

Outsourcing Center, Kathleen Goolsby, Senior Writer

CompuCom Systems' SLA-driven outsourcing services have improved E&J Gallo Winery's IT functions so dramatically that the winery is currently ranked in the Information 500 as the number one IS shop in its industry and the number three overall among all

Blue-ribbon Teaming for Excellence in Outsourcing

Outsourcing Center, Kathleen Goolsby, Senior Writer

This winning relationship broke our awards scoring records and is undoubtedly one of the world's most outstanding examples of outsourcing at its best. Owens & Minor outsourced its IT to Perot Systems, and O&M now commands the leading position in

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