It’s interesting how rapidly the quality of the customer experience is racing up the strategic agenda for leaders of Shared Services Organizations (SSO) and Global Business Services (GBS) units.
Deloitte’s 2011 Global Survey noted the need for any SSO to promote itself effectively – to overcome resistance, and to secure buy-in, by getting closer to its customers.
On the webinar with HfS yesterday, Ron Walker of KPMG went further, stressing brand development as one of the keys to GBS success:
“How you manage the GBS brand is critical. Any GBS has to sell itself, and to show quick wins.”
The perfect backdrop for my plug for an SSON-hosted webinar next month. Building on experience with a range of clients, I want to show how Nimbus provides a platform for SSO and GBS organizations to deliver continuous excellence – including an outstanding customer experience.
There’s an interesting prelimary discussion, of course, about what we even mean by the ‘customer experience’ in this context.
Deloitte has suggested a useful distinction between the SSO’s client – meaning the exec team buying the SSO’s services – and the SSO’s customer – meaning the day-to-day users of the SSO’s services.
Clearly ‘an outstanding customer experience’ has to deliver for both the SSO’s clients and its service user customers…
[just fyi – in the typical shared services and outsourcing journey for most organizations, GBS units may be the final stage beyond an SSO, but for all practical purposes, I take SSO and GBS to be interchangeable terms in this context].
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