Research into the strategic outsourcing of customer management

Our research and publications keep TOTE-M at the forefront of the market. An important study in this field is ‘Strategic Sourcing of Customer Care’, which we performed in 2008 among top managers of leading companies.

The objectives of the study were to:

•    Acquire insight into why most companies (88 per cent) have not opted to outsource customer management
•    Show specific advantages of outsourcing
•    Put the outsourcing of customer management on the agenda at boardroom level.

We first held interviews at a number of organizations. We then formulated hypotheses based on these interviews. The lists of questions that followed on from this were subsequently emailed to the respondents. During the study, TOTE-M was assisted by the well-known Giarte research agency and by Prof. Ed Peelen from Business University Nyenrode.

On 19 March 2009, inspiring speakers will shed light on the strategic sourcing of customer care. The research results will also be presented. In the discussion panel, proponents and opponents of the outsourcing of customer management will expound their points of view. The booklet Sourcing of Customer Management 2009 – which contains interviews, analysis articles and the research report – will be presented during this event.