Product Type: Market Research Report
Published by: Compass Intelligence
Published: October 2007
Product Code: R705-784Description This iDRD (Insight-based Data-Rich Deliverable) is part of the Mid-Sized 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 Mid-Sized business market, specifically the difference between brand reach and brand preference. Mid-sized business consists of a business entity with 100 to 999 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 Mid-Sized size segment or those with 100 to 999 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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