| This iDRD (Insight-based Data-Rich Deliverable) is part of the Business Telecom and Customer Experience Model subscriptions. This insight, based on a survey completed in the 2nd quarter of 2007, discusses and analyzes the importance of branding, specifically the difference between brand reach and brand preference across the size of business, including SOHO, Small, Mid-sized, and Enterprise business market. In addition, responses from 1000+ IT decision-makers provide insights on both direct and in-direct factors that have an impact on customer perception of satisfaction, including touch-points, best/worst practices, influencers and perceptions, “perception altering” events, and service quality and customer service. Survey responses are included in this report for all US businesses and SOHO (1-4 employees), Small (5-99 employees), Mid-Sized (100-999 employees), and Enterprise (1000+ employees). The Expert Guide for this deliverable is Kneko Burney.
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