This is a question that needs careful consideration for any business owner. Outsourcing is used in many areas these days, and the main reason for this is to save on overheads. For example, you may outsource the accounting section of your company. This is a relatively straight forward procedure. All you have to do is make sure you choose a company that has properly qualified accountants working for them has a good reputation, and delivers what they promise on time.
However, BRM is a completely different story. The IT side to your business can be complicated, and that’s probably why many businesses decide it would be a good idea to outsource. But, you must think about the risks involved. Any well qualified business relationship manager will come at a price, but they can be invaluable in terms of the technological strategy within your company.
When you outsource BRM there are two main points to consider. What will the relationship be like between you and your chosen firm and how will they implement a structure that will effectively keep your customers happy? Here are some statistics found during a study by two experts in this field named Leslie Willcocks and Thomas Kern (authors of the book The Relationship Advantage: Information Technologies, Sourcing, and Management) which takes a look at some of the issues you can come across:
- 37% of businesses that outsourced BRM realised their chosen company didn’t understand their business.
- 35% of business owners found that their IT and corporate strategy were no longer in tune with each other.
- 38% were not happy with the rise in costs, and 31% saw a rise in costs due to loopholes in the contract.
This is just a selection of these experts’ findings, not to mention the problems that can arise due to poor response times and lack of customer care. Plus, you have to think about how your current in-house employees are going to react to a change in your current BRM structure. Outsourcing BRM can work, but it won’t necessarily save money, nor is it a guarantee you will have happier customers as a result.