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Reimaging CX Opportunities for Network Life-Cycle Services Firms: A New Paradigm to Grow Sales, Services, and Customer Relationships

Reimaging CX Opportunities for Network Life-Cycle Services Firms: A New Paradigm to Grow Sales, Services, and Customer Relationships

This IDC Market Perspective examines customer experience opportunities for network life-cycle firms."The move from a transactional sales motion (e.g., the frantic rush to sell equipment at the end of each quarter) to a contractual sales motion (monthly recurring revenue for very sticky solutions and services) offers significant upside for vendors, services firms, channel partners, and end customers. It requires a reexamination of the traditional role of sales, professional services, and customer satisfaction processes to establish profitable recurring revenue models and expand deeper customer relationships," states Chris Barnard, vice president, EMEA Telecoms and Infrastructure.

Please Note: Extended description available upon request.


Executive Snapshot
New Market Developments and Dynamics
IDC's Definition of Customer Experience
The Customer Journey
Customer Experience Opportunity for Services Firms
Advice for the Services Provider
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