Customer Centric International Shared Services


Learn how customer centric international shared services can help your company achieve savings of 20%-30% or more, while significantly improving service delivery to internal customers across the globe. Case study evidence highlights the factors for success and provides step-by-step implementation advice.

Technique Overview

Customer Centric International Shared Services

Customer Centric International Shared Services Definition

Customer centric international shared services describes when a multinational firm reconfigures parts of its global business functions into a new shared services unit. The new shared services unit focuses on achieving excellence in professional service provision by using sophisticated processes and communication technologies to give internal customers a single point of contact across international boundaries. Leading firms maximise customer centricity by co-designing services with key stakeholders and internal customers from the outset (Soalheira & Timbrell, 2014).

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Business Evidence

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Business Application

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Professional Tools

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Further Reading

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Customer Centric International Shared Services References (4 of up to 20) *

  • Bergeron (2003) Essentials of Shared Services, Wiley, Hoboken, NJ.
  • Bondarouk, T. (2014) Shared Services as a New Organizational Form (Ed.), Emerald Group Publishing, Bingley, UK.
  • Cooke, F. L. (2006) Modeling an HR Shared Services Center: Experience of an MNC in the United Kingdom, Human Resource Management, 45(2), pp. 211-227.
  • Davenport, T. H. (2000) Mission Critical: Realising the Promise of Enterprise Systems, Harvard Business School Press, US.

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