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The roles of customer relations managers have been made more complex by both globalization and the virtualization of organizations. Clients initially encounter customer relations managers during the sales cycle. In some outsourcing firms, the chief executive officer is also the main client relations manager. This is most commonly found at operations with less than 300 seats.
Yes, Client relations Managers are becoming the core for any outsourcing activities.
It has been observed lately that lot of Captive Call Centers are looking at Client Relations Managers more in a Capacity role as Transition or Migration Managers.
Because as a first step for the Transition , most of the CRManagers have to understand the process flow , make a analysis on it and then work on actual transition.
Tracmail , I guess was the first to incorporate the Client Service Manager Culture in Indian outsourcing.
Probably the Client relations in my blood couldnt resist adding a comment to this amazing article.