Monday, February 5, 2007

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TelecomWeb: Annual Services Report Reveals High Customer Satisfaction Drives Additional Purchases

PR WEB February 5, 2007 Parsippany, NJ   TelecomWeb reports that services buyers of Maintenance, Professional and/or Managed Services are most influenced by personal experience when selecting a services vendor.

The new “InfoTrack for Enterprise Services” 2006 Annual Report, a compilation of research conducted throughout 2006 in the Maintenance Services, Managed Services and Professional Services markets, concludes that good customer experiences lead to many new opportunities. 

“Communications-services decision makers are most comfortable selecting vendors they know from experience in the service area or a related service area as long as the experience was good and the vendor has the right skills on staff to complete to tasks,” says Warren Williams, vice president and senior program director of the “InfoTrack for Enterprise Services” program.

“Intuitively, we all recognize that no one will buy additional services from a vendor that under-delivers,” Williams continues.  “But given a successful engagement, with high customer satisfaction, there could be many new opportunities a services vendor can address. We also found in our research that decision makers want to know the full portfolio of their service providers and that, too often, buyers are unaware of their existing vendors’ capabilities.”

Williams concludes, “In my judgment, these findings mean that Maintenance Services, Managed Services and/or Professional Services providers are most likely leaving ‘money on the table’ by not ensuring that their existing customer fully understand their offers and many are precluding themselves from selection for other services opportunities by providing less than a stellar customer experience when they are providing services.  With increased competition around converged network services, all service providers must ensure both a quality customer experience and that the buyer understands what other services can be provided.”

For more information about the “InfoTrack for Enterprise Services Annual Report,” please visit www.telecomweb.com/iesannual107report/.

About the InfoTrack for Enterprise Services (IES) Program

The “InfoTrack for Enterprise Services” (IES) Program publishes six comprehensive, primary research studies each year. Its three tracks (Managed, Maintenance and Professional Services) each include a semi-annual report that combines detailed competitor profile information, market trends and issues analysis, service offer details, end-user primary research, and market sizing and forecast data on the respective services markets. For more information about InfoTrack for Enterprise Services, please visit www.telecomweb.com/marketresearch/enterprisesvcs/ or or contact Mike O'Neill at moneill@telecomweb.com or at 973/602-0114.

About TelecomWeb

TelecomWeb encompasses global market-intelligence InfoTrack reports; daily e-letter TelecomWeb news break; TelecomWeb wireless, TelecomWeb broadband and TelecomWeb policy content packages; tariff consultancy Tarifica; and the Web-based business-telephony-product database TelecomTactics. To learn more about TelecomWeb, please visit www.TelecomWeb.com.

Contacts:

Debra Baker, managing editor, dbaker@telecomweb.com