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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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Chapter 13. Frequently Asked Questions (FAQ)

Q1: Why is it so important to spend so much time on developing a service strategy?
A1: With technology so widespread and readily available today, competitive advantage must be sought through other avenues. These days, a main competitive advantage comes through customer care and satisfaction. Whether it is PCs, appliances, cars, or computing operations services, customers all want to be "handled with care," to be satisfied. How many times have you been willing to pay more for a good or service because your level of satisfaction was so high? If the customer is not satisfied with the goods or services you provide, you can be sure they will either be looking elsewhere or escalating their concerns. It ...

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