The Customer files for bankruptcy. The Customers decision to outsource is put off due to being on the tail end of a buy-out. This is not uncommon for some reason. Service and performance agreements are not documented or adhered to, including service level metrics. This could be affected by a failure of the Vendor account manager to be involved with the Customer s business decision making process.
Many Customers engage outsourcers to tap into resources and ideas that don t currently exist.
Customers will likely pay a premium for a Vendor they perceive as adding value in this area. A new CIO may not like outsourcers, the Vendor, or may decide to take services in-house. This is a case for putting performance metrics in place to support the services a Vendor provides. Going the extra step could keep the relationship on level ground and less inclined to managerial changes and whims. But if the Vendor wins the relationship and keeps it competitive and fair, it will be hard for the Customer to let it go.