In a world in which increasingly more people integrate the digital component into their lives, it is only natural that an organization should have a voice within the online environment. Regardless of whether organizations sell their products through brick-and-mortar stores, or on online shops, promote their services in the printed press, or rely on the customers’ word of mouth, being in direct contact with their specific audience online has become not only the norm, but a detrimental tool of business survival.
Many believe that Customer Service is strictly linked to the direct contact that employees have with the customers of an organization. But this service extends beyond the front line of dealing with external customers. Customer Service also refers to how employees treat and support each other in delivering exceptional products and services to the customers who pay for them. This is called Internal Customer Service.
All organizations, from big to small, undergo fundamental changes at some point of their existence. What drives companies to put themselves at risk is the determination to cope better with new demands and challenges of the market environment. The expected outcome is for them to climb higher on the staircase of success. However, too often, the obtained outcome is a period of utter chaos, governed by confusion and financial losses, with little or no gain in return.
Most companies have no formal outsourcing process and make short-term decisions based on cost-reduction, and risk mitigation, rather than securing added value alongside continuous improvement. In spite of the intense research activities, there are few frameworks depicting the actual stages and the layout of the overall process of outsourcing.
The bigger the growth rate of a company, the higher the risks that it undertakes. However, when it comes to managing data, organizations big and small juggle large volumes of information. From this point of view, all organizations are equally vulnerable to data theft, loss or misuse. Given the absolute value placed on data, companies must establish not just one, but several, data protection plans in order to ensure the security of information alongside protocols for fast data recovery.
