Trend 30: (Some) Vendors Try Harder
The New Reality for Customer Engagement
If some vendors can dramatically improve, why can't others? The outsourcing and telecom vendors have been the lowest-scoring industries in our annual Vendor Value surveys, and many of these vendors remain mediocre performers. Yet a few have shown dramatic improvement.
Accenture and Deloitte improved their scores by 14 and 12 percentage points, respectively, while Sprint Nextel and BellSouth improved by around 8 points, moving all four from the bottom to the middle of our 2005 list. If these vendors can improveand in Sprint Nextel's case, despite a major mergerCIOs are not unreasonable to demand better service and value from others.
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