Skip to main content

IT Vendor Customer Experience Teams

IDC's Customer Experience Research practice estimates that staffing of the Customer Experience function in IT vendor companies will grow by over 40 percent per year through 2008. Organizations that have previously invested in customer experience leadership expect their teams to grow more than 80 percent during the same period.

IDC finds that IT vendors are beginning to focus on an end-to-end orientation, looking beyond customer satisfaction to include prospects and buyers in their customer experience efforts. However, across the vendor landscape there is a clear delineation as some organizations give lip service to an end-to-end approach but focus on post-sales efforts.

"IT vendors must look more closely at how they staff, measure, and impact the customer experience", states Bob Johnson, vice president, IDC Customer Experience Research. "Too often, vendor leadership gives high praise to the role of customer experience teams but does not empower them to drive marketing, sales and operational change."

Johnson predicts that 2006 represents a critical point where vendors will invest in better management of the customer experience from an end-to-end perspective across awareness, consideration, purchase, application, leverage and advocacy.

Popular posts from this blog

Bold Broadband Policy: Yes We Can, America

Try to imagine this scenario, that General Motors and Ford were given exclusive franchises to build America's interstate highway system, and also all the highways that connect local communities. Now imagine that, based upon a financial crisis, these troubled companies decided to convert all "their" local arteries into toll-roads -- they then use incremental toll fees to severely limit all travel to and from small businesses. Why? This handicapping process reduced the need to invest in building better new roads, or repairing the dilapidated ones. But, wouldn't that short-sighted decision have a detrimental impact on the overall national economy? It's a moot point -- pure fantasy -- you say. The U.S. political leadership would never knowingly risk the nation's social and economic future on the financial viability of a restrictive duopoly. Or, would they? The 21st century Global Networked Economy travels across essential broadband infrastructure. The forced intro...