What is it about the major external service providers (ESPs) against innovation? I know they do a great job on the massive outsourcing, out-placing, change management, re-platforming, galactic shift stuff. But what about the move to customer engagement through social channels and collaboration?
I’m not analyzing them here -I am just observing what I am observing from the experiences of some of our most impressive clients, and that is that their cutting edge customer engagement strategies are either in house developments OR via the assistance of the upstart software company in conjunction with a local, boutique, small consulting firm.
Have the large ESPs just found it to be too small a project? Not enough billable hours? Or no scalable software vendor to develop a technology practice? I’ve heard a lot of excuses, and some of them are around the ‘difficulties’ with the Cloud / SaaS nature of the offerings behind the Social CRM.
What is your experience? Has your system integrator / consultancy stepped up? Is it a large ESP, or boutique? I’m soon to write about this in my new scenario, and would love your insights.