One could argue that it is a no brainer – of course customer service should be top priority . But as always – when a process is divided between functions and perhaps even between countries and different type outsourcing methods, I would believe that it makes it harder to stay focused to the bigger picture rather than simply focusing on easy measured KPI:s.
Aberdeen group recently published a report that is worth getting, they present it like this:
“Traditionally, discussions of accounts receivable (AR) focus on accelerating collections and driving down Days Sales Outstanding (DSO). What can get lost in this pursuit is a holistic approach to receivables management that looks beyond internal processes and addresses the customer’s impact on AR success. This Insight builds on recent AR research (The Order-to-Cash Cycle: Enhancing Performance with Process Automation, July 2011) to explore the importance of customer relationships to managing the Order-to-Cash cycle.”
You find it here >>Go to the report website