Everest Group：在提升客户满意度方面的战略伙伴关系管理及重新定位的作用

The Role of Strategic PartnershipManagement and Rebadging inEnhancing Customer Satisfaction Contents 03Introduction 04Strategic partnership management’s role inunlocking long-term value for enterprises 07Key parameters of strategic partnership 11Strategic partnership management as a 13The role of strategic partnership management in 15The impact of evolving BPS trends on strategicpartnership management 19Conclusion Introduction enterprises and providers to engage on amore strategic level. Business Process Services (BPS) play avital role in enabling enterprises to reducecosts, improve efficiencies, accessspecialized expertise, and focus onstrategic growth and innovation. Third-party providers are playing an increasingrole in helping enterprises to augment andaddress gaps in their business processes.For example, providers play a major rolein Customer Experience Management(CXM) by helping enterprises to provide In comes strategic partnershipmanagement, which involves buildingmutually beneficial long-term relationshipsbetween providers and enterprisesthrough their key stakeholders. Theserelationships transcend traditionalengagement approaches and focus onoutcomes to maximize benefits for both In this report, we take a close look at thestrategic partnership managementapproach and outline its advantages forenterprises and providers. We believe thatthe approach allows enterprises tobrainstorm with their strategic partnersabout the possibilities of enhancing theefficiency of their in-house business In this ever-evolving landscape, effectivepartner management is the foundation ofsustainable enterprise success andgrowth. The strategic nature of BPSencompasses various activities that assistin value creation, customer retention, and Strategic partnershipmanagement’s role in unlocking The shortening technology innovation cycle is compelling enterprises to develop anecosystem of partnerships with technology and service providers to optimize businessfunctions and achieve strategic goals. Organizations are increasingly turning to theirpartner networks to co-create solutions, leverage synergies, share best practices, cross- Exhibit 1: Factors necessitating the adoption of strategic partnership management in Source: Everest Group (2024) Co-innovation Global nature of businesses Customization Given the fast pace oftechnology evolution,engagements often involveco-innovation and, at times,co-investments from ⚫Providers deliver services from multiplefacilities across onshore, offshore, andnearshore locations. Their team members ⚫Providers tailor BPS solutions for acustomer or a customer segment.There is a need to ensure coordination, performancemonitoring, and regular feedbackcollection at all stages of theengagement. –Located across multiple time zones–Belong to different cultures–Speak different languages ⚫Strategic partnership management notonly facilitates better coordination amonga diverse set of stakeholders, but also ⚫It is necessary to ensure standardized andconsistent service delivery from multiple Devising strategies to achieve growth objectives in a mutually beneficial manner is oneof the key features of strategic partnership management. For instance, several BPSproviders are aligning their organizational expansion and investment plans based on the Key benefits for enterprises Strategic partnership management provides enterprises with opportunities to maximizethe value from their engagements with service providers. It offers the following benefits Identification of optimal solutions:It helps to identify the most optimal solutions inaccordance with current business needs. It also enables enterprises to collaborate Long-term digital strategy:It can help enterprises define their long-term strategiesfrom a digital perspective and provide more clarity on what the objectives and Reduced management overheads:Customers can delegate some of themanagement and oversight responsibilities to their partners (in case of rebadging,transfer all of their oversight responsibilities), freeing up their teams for strategic tasks Cost optimization:It enables enterprises to make the best use of a few strategicpartners and eventually rationalize their provider portfolios. The reduced number ofvendors and the resulting economies of scale, coupled with lower vendor Pre-emptive issue management:The approach compels service providers toproactively identify gaps or pre-empt risks in service delivery and address them Enhanced flexibility:Strategic partnership management offers improved flexibility inaccommodating additional requests (for example, quick ramp up and ramp down of Rebadging / transition management:In cases where enterprises considerrebadging as a desired solution, a strategic partnership facilitates better coordinationand communication between the enterprise and the provider. It becomes critical in Greater control over operations:It offers higher accountability in operations andgreater cont