ROYAL IMPRESSIONS -- Getting With The Program

With clients demanding 100 percent accuracy in personalized programs, especially those containing sensitive data, outsourcing isn't an option. "For our variable applications, nothing is sent outside at this point. The work is too complex and there are too many chances for error," DeSantis says.

"The sensitivity of the data we are receiving from clients means that production, fulfillment and other functions need to be done in-house," agrees Bob Estrada, director of CRM marketing solutions. "The contracts require it."