Corporate Requirements From Telecoms Providers
Determine the attributes provided by ICT organisations that are most valued by customers.
Business Challenge
Client wished to understand the attributes of the \'ideal Information and Communications Technology solutions partner\' amongst its customers.
This would enable decisions to be made on the most appropriate attributes to guide service levels, market position and products/services.Solution
A qualitative programme based On 13 mini focus groups with decision makers, influencers and users of ICT amongst the largest UK customers. All mini groups took place at customer premises and the client was present at each group. Audio recordings and transcripts were provided in addition to the final report and workshop.
Results
Attributes were developed in to a model comprising 5 categories. The findings
- Helped focus ongoing improvements to Operational support
- Established the differing priorities of Decision makers, Influencers and Users, which enabled appropriate communications to be developed for these groups
- Enabled the client to understand and develop a competitive positioning, based on what customers find valuable.
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