Why Returns Process Cost Matters for Retail Margins?
Retailers know their gross margins to the decimal. Marketing spend is tracked by channel. Acquisition cost is tracked by cohort. Yet few retailers can put a single number on their returns process cost. The reason is structural. Returns sit between…
The Business Case for Vertical Specialisation in BPO
The outsourcing market has spent decades competing on scale and cost. What has changed is that buyers have grown more sophisticated about what they actually need. Generic scale is no longer the differentiator it once was. Specialisation in BPO is…