Customer-provider relationships are transactional. Even in the context of a high quality deal, relationships have a predefined end. This makes building ongoing and growing relationships difficult. Based on case studies, this session presents a framework for building high quality relationships including the steps to transform experiences into engagement and long-term growth.
Mark McDonald
Distinguished VP Analyst
Mark McDonald, Ph.D., is a Vice President and a Gartner Fellow within the Gartner for General Managers team. Mr. McDonald is responsible for the research focused on the application of technology to business, its products and services. He is the lead author of research in the areas of digital technology, social media, the business use of advanced technologies, and enterprise transformation.
He is the author of "The Digital Edge" (October 2012). He is the co-author of the "The Social Organization" (2011) with Anthony Bradley and co-author with Peter Keen of "The eProcess Edge" (2000). He appears regularly in the Wall Street Journal, Computerworld, CIO Magazine, the Financial Times, South By Southwest and other publications. He is currently working on the issue of innovation in management.
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He is the author of "The Digital Edge" (October 2012). He is the co-author of the "The Social Organization" (2011) with Anthony Bradley and co-author with Peter Keen of "The eProcess Edge" (2000). He appears regularly in the Wall Street Journal, Computerworld, CIO Magazine, the Financial Times, South By Southwest and other publications. He is currently working on the issue of innovation in management.
Tuesday, July 12, 2022 / 12:00 PM - 12:30 PM EDT
Building High-Quality Relationships Builds High-Quality Products and Services
Wednesday, July 13, 2022 / 12:00 PM - 12:30 PM EDT
The Rising Relevance of a Generative Technology and Service Provider
The evolution of high tech business models lags the evolution of their customers' business models. As more companies lead with technology, their expectations challenge high-tech business models. This session concentrates on the external forces shaping new demands on high-tech providers and examples of how providers are responding.
Wednesday, July 13, 2022 / 01:45 PM - 02:30 PM EDT
Roundtable: Creating Business Outcomes, Reshaping Value in High Tech
Product value is not the same as business value, particularly in high tech. Conventional tech wisdom separates the two, making customers responsible for realizing value. Advances in solution technologies, monetization models and business relationships move many of the barriers to business outcomes. During this session, participants will discuss how these advances change high-tech markets.