I know there are a number of companies today who outsource the care of their customers to 3rd parties. There can be some very good reasons for this -
- 3rd parties can provide service at a greater scale
- Reduced costs
- Tap into expertise in the customer service field
- Ability to scale
All very good reasons (and I am sure there are more) for getting someone else to look after your customers, while you focus on products, sales, whatever you are good at.
But it makes me think, who really should know your customers better, you or someone else? Who really has the desire to provide exceptional service to your customers? and, are you getting the feedback from your customers about service and products that you need, if someone else is looking after them?
I am sure that 3rd party arrangements can and do work, but they need to be managed carefully, and you should never loose touch with your customers, without them you wont have a business at all!
