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Enhancing IT's Internal Client Service Understanding, Expectations, and Satisfaction

Enhancing IT's Internal Client Service Understanding, Expectations, and Satisfaction

This IDC Perspective discusses ways to improve the IT service organization. It enables the reader to identify areas of needed improvement and suggests ways to enhance IT services."The delivery of world-class client service is more than simply providing the service itself," says Eric Bloom, adjunct analyst with IDC's IT Executive Programs (IEP). "It requires an understanding of the client's characteristics, the ability to anticipate their needs, set and meet their expectations, and measure your results. In fact, client services are noticed by IT's internal customers in every business interaction."

Please Note: Extended description available upon request.

Executive Snapshot
Situation Overview
Understanding the Client
Identifying Clients' Characteristics
Understanding Clients' Wants, Needs, Positions, and Interests
Setting and Anticipating Client Expectations
Controlling the Client Conversation
Defining and Agreeing on the Work to Be Done
Maximizing Client Satisfaction
From Dissatisfaction to Satisfaction to Delight
Proactive or Reactive Service Strategy
Resolution, Action, Information, or Promise Categorization
Service Prioritization
Advice for the Technology Leader
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