Gartner Research

Technology Provider CEOs Believe That Customer Experience Provides a Winning Strategy

Published: 01 June 2016

ID: G00308879

Analyst(s): Todd Berkowitz

Summary

In a new Gartner survey, TSP CEOs are using innovation projects and leveraging digital business to drive growth through better engagement with customers. Investment is being driven toward sales and customer-facing roles instead of toward new product development or cost-saving measures.

Table Of Contents

Analysis

  • Innovation Investment Is Spread Across Multiple Areas
  • For Non-TSP CEOs, Digital Business Isn't About Digital Channels or Cost Reduction
  • The Customer Life Cycle Changed, and TSPs Are Adapting Their Strategies
  • Sales and Marketing (Not Product Development) Improvement Seen as Critical to Hit Future Growth Targets
  • Summary

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