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Choose between E-commerce /Customer relationship Management/Business Process Reengineering or Global Information System
Many companies are outsourcing their Customer Service Centers and reaping benefits. Over the past decade, most companies built their customer service centers and followed the do-it-yourself model: Put foundational infrastructure in place, purchase software licenses, pay third-party consultants to perform extensive customization, and then maintain it all. But increasingly, companies are turning to outsourcing as an alternative. Outsourcing promises benefits like reduced risk, lower capital and maintenance costs, improved responsiveness, and simplified deployment. It also helps eliminate overcapacity and provides affordable access to best-of-breed capabilities. This paper explores the pros and cons of outsourcing the CRM function for companies today and explores the idea that the dollar figure at the bottom line isnt the only thing to consider when outsourcing.
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