This paper will demonstrate the true potential of outsourcing as the opportunities it offers and the risks it presents have changed dramatically in recent years. As a result, customer management

outsourcing practices play an important role in digital channel adoption and business transformation and therefore, in order to maximise the potential of outsourcing, the decision-making process, along with contract design, implementation and governance, needs to change. This whitepaper concludes with top ten principles of good vendor management.