By Don Gray and Todd Hendries
Services are continuously improving as companies strive to exceed client expectations and secure their market leadership. Yet, the marketplace has never been more volatile and customer and client churn has never been higher.
Consider providers of information technology expertise. Techtel, a leading supplier of demand-tracking studies, and Fresh Perspectives, a growth strategy consultancy, surveyed 600 buyers of IT services.†
Within three years, up to 9 percent of buyers are confident they'll be using a different supplier, another 6 percent are certain they'll switch vendors if performance doesn't improve, and a whopping 40 percent are uncertain they'll remain with their present provider.
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