Product Type: Market Research Report
Published by: Compass Intelligence
Published: October 2007
Product Code: R705-783Description This iDRD (Insight-based Data-Rich Deliverable) is part of the Small Business 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 in the Small business market, specifically the difference between brand reach and brand preference. Small business consists of a business entity with 5 to 99 employees across all locations. In addition, responses from 1000+ IT decision-makers provide both direct and in-direct factors that have an impact on customer perceptions of satisfaction, including touch-points, best/worst practices, influencers and perceptions, “perception altering” events, and service quality and customer service. This insight focuses on survey responses by IT decision-makers in the Small size segment or those with 5 to 99 employees. The Expert Guide for this deliverable is Kneko Burney.
Table of Contents - List of Figures
- List of Tables
- Methodology
- Important Criteria When Selecting IT and Telecom Providers
- Influence on Perceptions
- ""Excellent"" Customer Experience
- ""Poor"" Customer Experience
- Evaluating Companies
- Current Unmet IT and Telecom Service needs
- ""Switching Factors""
- ""Truths"" Regarding Telecom Services Purchasing Decisions
- Guiding Thoughts
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