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Outsourcing Is Always an Option

  • Any business function in the holistic Internet-enabled entity can be outsourced.

  • The company's roadmap and set of plans is the starting point for identifying possible areas for outsourcing.

  • You need to decide what levels of control and access are right for your company.

  • Customer touch points must still be managed by you, even if some processes are outsourced.

  • In deciding what to outsource, you need to evaluate financial, marketing, and technical factors.

  • Evaluating outsourcing partners is similar to evaluating any type of business partner.

  • You should put a service level agreement (SLA) in place with your outsourced partner and establish a frequent communication schedule.

  • Be prepared to replace partners that don't live up to their SLAs or don't adequately deal with the customer touch points.

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