Customer Relations
As noted in the section on reputational risk management, effective customer relations form a cornerstone of effective outsourcing. In “customer relationship management” (“CRM”) outsourcing, the service provider gains direct access to the customer base.
Service recipients need therefore to protect their competitive position by appropriate non-disclosure and other provisions of the outsourcing agreement.
Conversely, service providers need to know what are their rights and obligations if they follow the instructions and scripts of the enterprise customer.
In each case, the parties should help each other avoid violations of the trust of customers.