The loyalty illusion: Why happy customers are shopping around
Ask most technology leaders anecdotally how their customer relationships are doing, and the answer sounds solid. Renewal rates hold up, and people are continuing to invest in tech to stay competitive. However, there’s a danger in getting too comfortable.
Recent research among UK IT decision-makers found that while the large majority rate their vendor relationships positively overall, almost half say slow response times are a persistent frustration, and 40% flag integration issues without a proper fix.
Leaders who only track the headline number miss the friction clearly sitting beneath it. This matters for two reasons: how customers find technology providers has changed, and so has what they need from them.
Managing Director of BT Wholesale.
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