Summary
Outsourcing and management of industrial partnerships
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Extract
Reinventing Customer Value.
LOOKING BEYOND the bottom line, companies are seeking out new business models--and inspiring customer loyalty--with a careful mix of technology, outsourcing, and collaboration.
You've come a long way in the last decade. You've halved development time, implemented new technologies, integrated far-flung suppliers into a seamless chain, and introduced automated customer service. But it's not enough. Thriving in a time when only the agile survive requires continual reinvention. To build customer value today, CEOs must look beyond the bottom line to a less tangible goal -- creating and nurturing a corporate culture that seeks out flexible new business models, structures, and relationships. That's no easy feat. And achieving it, agreed CEOs at a recent roundtable held in partnership with Accenture, often demands jettisoning protectionism in favor of collaboration. "Clearly the world is now too complex, changing too fast, and far too competitive for any firm to do all of the functions within their business on their own," said K. Blake Darcy, CEO of CSFBdirect. "Value wins out overall, and the only way you can provide that value on a consistent basis is to be cost effective by using outsourcing and partnerships." These days, of course, both are stock items in the standard CEO toolbox. In outsourcing relationships involving everything from back-end accounting tasks to front-end customer service, co...See the full content of this document
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