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


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


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

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