You can’t manage what you can’t measure, which is why service level agreements (SLAs) are so vital inoutsourcing relationships. Creating SLAs that help the bottom line requires focusing on business outcomes, adapting SLAs as business needs change, and making them as specific and quantitative as possible. Read more…
The Gold in Social Customer Service
Talk to anyone in the software industry and in less than 5 minutes you will hear the phrase ‘social media’. Whether it’s accelerating revenue cycles, improving employee relationships or providing customer service, social media is the new elixir. Companies are manning Twitter tags and gearing up their Facebook sites in the quest to have better relationships with their buyers. Read more…
COUNTRY PROFILE: A More Mature Mexico Develops a Bigger Vision
The rise of Mexico as an sourcing destination should come as no surprise, but the next few years will determine whether the country has the right vision and the right strategies to cultivate new sourcing centers in under-developed, but potentially fertile BPO pockets. Read more…
How to Market to People Not Like You?
Book Review
Kelly McDonald reveals diversity marketing strategies and how to approach different demographics in her new book, HOW TO MARKET TO PEOPLE NOT LIKE YOU: “Know It or Blow It” Rules for Reaching Diverse Customers. McDonald introduces diversity marketing by targeting those who are different from a core audience, rather than those who share similarities. It may seem counterintuitive to focus on targets’ differences rather than similarities, however McDonald stresses the importance of reaching potential customers’ hearts, minds, and wallets. Values tell us more about each other than anything else, and values drive spending. Marketers need to understand values if they expect customers to spend money on their product or service. Read more…
Top 10 Tips for Outsourcing Success
Do What You Do Best and Hire the Rest
Entrepreneurs and small businesspeople are always looking for creative ways to accomplish more of their business goals for less money. One strategy that can help you save time, money and frustration as you start and build your business is to outsource as much work as possible to skilled, but cost-effective, external service providers. Read more…
