Tuesday, May 30, 2006

Relationship Management IV – Project Management

So you’ve outsourced HRIS, or payroll, or H&W benefits administration, or applicant tracking, or any one of numerous HR functions and now your job is finished, right? Well most of you know the answer to that is no.

Tuesday, May 23, 2006

Relationship Management III – The Culture of Accommodation

Last week we saw what happens when service providers fail to actively manage client expectations. Client satisfaction suffers, and ultimately the relationship can become at risk.We explored the notion that client expectations are frequently mishandled during the sales cycle, but this week I’d like to talk about how the ongoing relationship is often set up for failure due to what I call the culture of accommodation.

Tuesday, May 16, 2006

Relationship Management II - Managing Expectations

Last week I wrote, in part, about outsourced service providers’ client satisfaction programs which monitor how satisfied clients are with performance. At any given point in time, there are a number of clients who don’t believe their service providers are meeting, let alone exceeding, expectations.

Tuesday, May 9, 2006

Relationship Management - Part I

Back in January, Double Dubs posted an article titled Vendor or Client - Who’s Fault Is It?

The question is not an academic one, as companies spend a combined fortune greater than the GDP of many countries in search of the seemingly elusive quality service they and their employees so richly deserve. What is really going on here?