Gartner Research

Marketing Essentials: How to Improve Customer Satisfaction, Loyalty and Referrals in Project-Based IT Services

Published: 06 July 2009

ID: G00169244

Analyst(s): Christine Adams , Matthew Goldman

Summary

Satisfied, loyal clients get that way because of two main influences: the team that delivers service and the personalized experience it creates. Use Gartner's best-practice process that involves training, transparency and communications to shape and deliver an enhanced client experience.

Table Of Contents
  • Overview
  • Introduction
  • Background and Context
    • Marketing's Expanded Role in Improving Satisfaction and Loyalty
  • Best Practice
    • Step 1: Train the Engagement Team to Manage the Client Experience
    • Step 2: Create Greater Project-Level Transparency
    • Step 3: Tell Clients the Value
  • Conclusions

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