This IDC study examines the Canadian C-level executives' perception on the performance of their current information and communication technology (ICT) suppliers and their thoughts on where suppliers can improve their performance to secure additional wallet share. The study looks at the differences in performance optics and priorities between IT and non-IT executives and discusses the implications of those differences on the selling process and what ICT suppliers should keep in mind when evaluating their positions within their current customer base as well as during the sales cycle for new customers.

"While ICT buyers appear to be very satisfied with the level of service they are getting from their suppliers, this may actually indicate a coming shift in the underlying dynamics between being 'satisfied' and 'very satisfied,'" observed Julie Ross, director, Competitive Intelligence Practice. "Understanding one's business needs and delivering on time/on budget are expectations of a basic service level, but using those insights to identify new, innovative, and differentiating approaches may be what ICT buyers need to maintain such high levels of satisfaction."