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Customer buying behavior for IT
services and solutions has changed markedly over the last three years
with the economic downturn. Now, even as the
market appears to be turning upward, many of these changes appear to
be more permanent. To succeed in the new environment, IT services organizations
need to understand how to position themselves in response to new market
realities.
This ITSMA Update provides findings from ITSMA's spring 2003
survey on customer buying behavior for IT professional services such
as technology planning and consulting, systems or network integration,
major software application implementation, and managed services. Survey
respondents hailed from Fortune 1000 manufacturing and financial
services firms based in the U.S., and from large U.S. federal and state
government organizations.
The
Update illluminates current customer priorities and identifies how those
priorities ar echanging. In particular, the research points to three
key trends:
- Customers this year are even more cost conscious
and risk averse than they were last year
- Customers are naturally
segmenting into two camps: price sensitive and brand sensitive
- Customers
are more willing than ever to consider doing business with firms
they have never used before
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