The New Reality for Customer Engagement
Date: 5/31/2018 @ 1 p.m. ET
Cisco continues to dominate the networking industry. For five straight years, Cisco Systems has ranked highest in this important category--an extraordinary accomplishment. But unlike any other networking vendor, Avaya saw a large boost in customer loyalty. That score rose 8 points from 2006 to 85 percent, most likely because of a five-point increase in "meeting commitments on time and on budget." Nortel Networks' loyalty score remained about the same, but it's overall score fell seven points, due largely to a 10- to 12-point drop in meeting expectations for increasing revenues, reducing costs, and quality. Motorola's overall score also slipped a few points, mostly due to a nine-point fall for "meets ROI expectations."
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