"Our Take" |
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
2/12/08 - My Turnover is Bigger Than Your Turnover
The build versus buy question is something most organizations that have the luxury of in house expertise will eventually ask. One issue that has surfaced has been employee turnover - when the employee leaves, the expertise leaves. But technical support people leave vendors too. Consider this reader's perspective:
"Based on our experience, the vendor's support turnover far exceeds most company's (and consultant's) turnover, so many companies are much better off depending on our own personnel, processes and documentation. From our experience, the vendor's first response is 'its a customization, we don't support that', followed by weeks of poor customer service and little to no response, until you get 'its a known bug that MIGHT be fixed in the next few releases'. That is, if you can understand the person from the company to which your vendor has outsourced their support! If your business already has appropriate standards and processes in place, the loss of people experienced with your system will be unpleasant, but not painful."
Consider these questions: How does employee turnover in your company compare with employee turnover at your vendor's company? Do you get better response from your vendor or from in house technical support?
Gary Lemke, Publisher
(Share your thoughts)