Current strategic focuses: to expand the scale of the company; future strategic focus: brand building. This is the answer given by some leading Chinese IT outsourcing companies in the "Investigation on China's IT outsourcing competitiveness" in 2008. However, to expand the company size, build brand, we must first win the trust of customers and build strong cooperation relations. In this survey, these enterprises also admitted that "it¡¯s difficult to establish relations of trust" is one of the major difficulties in the process of cooperation with customers.
How to win the trust of customers?
Professional standardization
Professional standardization and compliance with industry standards is, to some extent, pillar for the outsourcing industry. If smart thinking, instead of looking for shortcuts in accordance with the standard operating procedures, product delivery will be "docking" difficult, and have many other issues, which will leave future trouble for clients. This obviously can not establish long-term cooperation relations.
On the other hand, when customers choose suppliers, they inevitably need to consider the cost. However, with the demand for services refinement, and continuous increase in users, in order to achieve effective services, outsourcing must also control the service cost and quality more strictly, and services modular, standardization is the best choice to achieve this goal.
Improve service quality
"Outsourcing is professional services!" Although it¡¯s simple, it is very difficult for genuine understanding and acceptance by employees. Survey shows that the highest concentration of customer complaints includes "feedback does not take initiative" and "slow response", which of course is resulted by such factors as technical capacity and processes, lacking strong sense of service is also a very important reason.
The most issue customers are not satisfied with is "increasing management costs". To make improvements in this area, in addition to enhancing service awareness, strengthen communication skills have also become essential.
Ensure information security
Survey shows that when business customers asses services of the company, in addition to technical strength, more important is the "reliability" and "relations of trust and security work." That means, to ensure information security is the basis of establishing firm trust.
About internal security mechanisms and tools, many companies have good management, such as the use of secure content to manage security information products. However, it needs to establish a more reliable mechanism for security assurances of information outsourcing, including the ISO27001 standards and certification. Survey shows that China's IT outsourcing companies have already begun to invest in this area.
