Gartner Research

Get Personal With Constituency-Based IT Services

Published: 11 November 2013

ID: G00248787

Analyst(s): Bob Igou, Rob Addy


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


  • 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


  • 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

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