Gartner Research

Offer 'Digital Customer Experience' to Your Own IT Services for CSP Customers to Prevent Churn

Published: 23 November 2016

ID: G00315154

Analyst(s): Norbert Scholz, Amresh Nandan , Jouni Forsman

Summary

Communications service providers are more likely to change IT service suppliers. Established relationships count for less now than in previous years since vendors often fail to support their CSP customers adequately. Technology product marketing leaders should review their strategies.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • CSPs see increasingly fewer reasons to maintain a long-term relationship with the ITS vendors meaning technology product marketing leaders need to formulate other strategies to keep CSPs happy
  • The supplier's customer centricity toward the CSP is now the most important supplier selection criteria, yet CSP suppliers are not focused on the customer experience they deliver to the CSP resulting in CSPs seeking the missing elements elsewhere

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.