CS0405_CoverStory_Outsourcing

10. Decide if your customers should be part of the transition. If yours is a business-to-business (b-to-b) catalog, get your key customers involved in the transition, because you may be making major changes to their supply chains.

11. Use your Web site and contact center to better manage customer expectations during the transition. For instance, communicate a temporary suspension in your operations by posting a message on your homepage or through the contact center.