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Where IT Loyalties Lie
For the rest of the December 2002 issue of CRM magazine please click here
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Walker Information, a research firm specializing in customer loyalty issues, polled more than 2,000 IT decision-makers and influencers on loyalty issues. Although their business relationships may not be perfect, most plan to stick by their vendors.
  • Although 80 percent of respondents are "very satisfied" or "satisfied" with IT vendors, only about two thirds rate the overall quality of their suppliers' products and services as "excellent" or "very good."
  • More than half of the respondents see the value (of the good and services) offered by their vendors as being "excellent" or "very good," and 58 percent rate the total cost of ownerships as moderate or better.
  • Although two thirds of respondents would recommend their suppliers, only 38 percent plan to increase their business with those vendors.
  • 47 percent of IT customers plan to and want to do business with their current suppliers.
  • Nearly one third of IT customers are likely to continue doing business with their current vendors, but are less than pleased with their existing relationship.
  • 21 percent of IT customers are at high risk for switching to the competition.
  • Only 20 percent of respondents plan to actively seek new suppliers, and only 29 percent are open to considering offers from competitors.
  • 75 percent of IT customers plan to continue their supplier relationships.
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