Gartner Research

Get Personal With Constituency-Based IT Services

Published: 11 November 2013

ID: G00248787

Analyst(s): Bob Igou, Rob Addy

Summary

Providers must deliver mass personalization at industrialized price points if they are to meet changing customer expectations. Constituency-focused product support and IT outsourcing services will become critical if providers are to compete effectively.

Table Of Contents
  • Key Challenges

Introduction

  • Benefits and Value of Customer Constituencies
  • Current State
    • Constituency-Based Services Are Practically Nonexistent in the IT Services Market
    • Constituency-Based Services in End-User Outsourced Service Offerings
    • Personalization-Based Versus Constituency-Based Services

Analysis

  • Gartner's Product Support Maturity Scale
    • Customer Experience
    • Customer Constituencies
  • New Buying Models Will Demand Constituency Focus
    • IT Services Market Trends Predictions About Future Buyers
  • Best Practices for Constituency-Based Services
    • No. 1 — Define and Design an Effective Customer Experience
    • No. 2 — Fix Organizational Structures That Will Prohibit Effective Delivery of Constituency-Based Services
    • No. 3 — Get Granular, but Avoid Having Too Many Roles and Personas Lest They Become Indistinguishable
    • No. 4 — Distinguish Role-Based Services by Access Entitlements, Content Streams and SLA Commitments
    • No. 5 — Connect Roles and Personas to Service Value Propositions
    • No. 6 — Price Constituency-Based Services to Optimize the Efficiency and Effectiveness of Workers

Case Study

  • Customer Experience Initiatives in End-User Outsourcing
    • Service Provider A
    • Service Provider B
    • Service Provider C

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.