Outsourcing is a cost-effective solution for staffing CRM, eMarketing and Data Quality roles. But misconceptions about outsourcing can get in the way. This post separates the myths from the facts.
Research indicates that up to 70% of CRM implementations fail to meet expectations. And poor data quality is one culprit, costing organizations millions, (or collectively, billions) in lost revenue and relationships each year. But what the research doesn’t say is that the leading cause of failed CRM deployments is not the CRM technology. It’s adoption issues and change management challenges within your organization. In other words, let’s stop blaming the tools and look at…
To fix the problems, you have to focus on people. Having the right people leading and implementing your CRM, eMarketing and Data Quality programs can mean the difference between success and failure. But the costs of qualified CRM, eMarketing and data quality personnel – assuming you can find and keep them in today’s market – can be high as well. You can rack up hundreds of thousands of dollars in annual salaries to acquire an experienced internal CRM team – and that doesn’t include benefit expenses or the costs associated with training, managing and supervising the team. Plus, CRM staffing is often a “revolving door”: just when you make a big investment in money, time and effort to get your staff up to speed, they leave, and you have to start the expensive replacement process over again.
How can you close the revolving door on CRM staffing? Many smart firms are now turning to outsourcing to remedy their CRM, eMarketing and Data Quality people problems. But some firms still don’t appreciate all the benefits of outsourcing or may be holding on to some outdated beliefs. Let’s separate the myths from the facts.
MYTH #1 – Outsourcing providers don’t perform as well as in-house staff.
MYTH #2 – Outsourcing is more expensive than keeping CRM and Data Quality support functions in-house.
MYTH #3 – After outsourcing, it will be difficult to justify the Marketing Department headcount.
MYTH #4 – Lack of daily supervision could reduce quality control and visibility.
MYTH #5 – All outsourcing providers are the same, so choose the least expensive one.
Many companies may claim that they provide outsourcing services, but ultimately, it’s important to hire a company that provides not only services, but also superlative service. It is essential to thoroughly check references to determine if the provider you are considering has not just satisfied, but delighted Clients who enthusiastically and regularly recommend them. Never skip this essential step.