TECH SUPPLIER Apr 2020 - Market Perspective - Doc # EUR146186420

Embracing Customer Centricity in Service Delivery

By: Mette Ahorlu, Tom SealSenior Program Director, European Services

Abstract

This IDC Market Perspective discusses how service providers are adapting to become more customer centric. Customer centricity affects how service firms interact with customers and what solutions they develop. Truly putting the client first means breaking down internal barriers, building trusting client relationships, and creating new styles of contract. The starting point is always to truly understand the needs of the client and its customers.

"To become truly customer centric, service firms must never allow internal barriers to prevent the delivery of the optimum solutions to clients," said Tom Seal, senior program director, European Services.


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