MultiChannel Communication

First Generation Outsourcing of Customer Communications Management

This whitepaper is ideal for organisations that are considering outsourcing Customer Communications Management (“CCM”) activities for the first time (first generation outsourcing).

First Generation Outsourcing of Customer Communications Management

Globally, the outsourcing of non-core business activities is a well-accepted strategy to increase business agility, lower expenses and provide improved customer experience and service quality.

This is particularly the case for transactional and direct marketing customer communications where the overwhelming majority of organisations around the world have been outsourcing customer communication fulfilment activities successfully. Within the Asian region, organisations have been slower to adopt this trend. However, we have noted a significant upturn in the number of organisations seeking to outsource essential customer communications services.

This whitepaper is intended for organisations that are considering outsourcing Customer Communications Management (“CCM”) activities for the first time (first generation outsourcing).

It provides background information to CCM and highlights the key considerations and activities that should be considered when organisations are outsourcing CCM for the first time within the Asian region.