SlideShare a Scribd company logo
How Customers Choose Solution Providers, 2009:
The Importance of Personalization, Epiphanies,
and Social Media
ABBREVIATED SUMMARY

Final Data Report | September 2009

Prepared by:
Julie Schwartz
Senior Vice President
Thought Leadership and Research
ITSMA
Katie Espinola
Senior Research Analyst
ITSMA
Olivier Nguyen Van Tan
Managing Director
PAC


                                                   AND
Final Data Report | Abbreviated Summary | F016AS
Summary: How is buyer behavior changing?

 Cost containment is giving way Recovery is around the corner in 2010.                                    Prepare now.
 to innovation and expansion.
 Social media usage is up.                     Almost non-existent two years ago, social media is         If you are not
                                               now becoming central to the technology-based               already playing,
                                               solutions buying process.                                  get in the game.
 Buyers want marketing to add                  Only thought leadership will capture buyers’ attention Invest, collaborate,
 value.                                        and keep them engaged.                                 and innovate.
 Expectations for                              A strong reputation and proven track record are table Do your
 personalization and                           stakes. Today, buyers expect you to know and          homework.
 customization are higher.                     understand their unique business issues.
 There are many paths to reach                 There is no silver bullet marketing tactic. You need a Find your
 buyers.                                       combination of on- and off-line channels to create     customer’s
                                               demand and generate and nurture leads.                 preference.
 Everything seems to be                        Facing tighter budgets and a demand for greater            Develop reusable
 important.                                    personalization, marketers have a resource issue.          campaign assets.
                                               How can you stand out in such a market? You need           Partner with sales.
                                               to differentiate account by account with precision-
                                               targeted value propositions.


Final Data Report | Abbreviated Summary | F016AS        How Customers Choose          © 2009 ITSMA and PAC. All Rights Reserved. 2
The recovery is in sight for 2010

PAC Forecast: Worldwide IT Spending (in million USD)
                                                                                                               CAGR
                                                                                       $1,586,337
                                                                                                             2009–2013
                                                                      $1,489,473
                                                   $1,404,450                                                  4.5%
     $1,332,099              $1,340,224
                                                                                                             IT Services
                                                                                          789,849            (CAGR 4.6%)
                                                                        742,601
                                                    701,893
       660,414                 670,253

                                                                                                             Software
                                                                                                             Products
                                                                        288,869           310,124
                                                    271,487                                                  (CAGR 4.8%)
       256,660                 258,962


                                                                                                             Hardware
      415,026                  411,009              415,026             458,003           486,364            (CAGR 4.0%)


         2009                    2010                2011                 2012              2013

Source: PAC, 2009
Final Data Report | Abbreviated Summary | F016AS       How Customers Choose        © 2009 ITSMA and PAC. All Rights Reserved. 3
We entered this recession with lean IT spending; little
room to cut compared to the previous recession
What is happening to your IT spending (including hardware, software and IT
services) so far in 2009? Compared to 2008, has your 2009 budget…
% of Respondents (N=355)
                                                                25




                            15                     15
        14                                                                     14
                                                                                                 11

                                                                                                                      7




    Strongly          Decreased     Slightly  Stayed more      Slightly  Increased                              Strongly
   decreased         (between -5% decreased    or less the   increased (between +5%                            increased
   (more than          and -10%) (between -2%     same     (between +2% and +10%)                              (more than
     -11%)                         and -4%)   (between -2%    and +4%)                                           +11%)
                                                and +2%)

Source: ITSMA and PAC, How Customers Choose Study, 2009
Final Data Report | Abbreviated Summary | F016AS        How Customers Choose        © 2009 ITSMA and PAC. All Rights Reserved. 4
Companies are either protecting themselves from a riskier
environment and/or making the most of their current IT
resources
What are the top                 Back-up, archive, disaster recovery                                                         50
three technologies                                         IT security                                      34
                                                      IT optimization                                      33
that you consider as
                                                        Virtualization                                28
priorities for your
                                                      Microsoft .NET                        16
company in 2009?                                    Cloud computing                    13
% of Respondents                                Risk and compliance                    13
(N=352)                          Web technologies (HTML, PHP, etc.)                   12
                                                        Open source                 10
                                                                 Java              9
                                               Systems maintenance                8
                                                          Networking             7
                                                                  ERP            7
                                                Business intelligence            7
                                            Unified communications               7
                                                             Green IT        4
                                Collaboration tools and technologies         4
                                                                 CRM        3
                                                  Systems upgrades          3
                                                              Mobility     2
                                                                 SOA      1
Note: Up to three responses allowed.                            Other            7
Source: ITSMA and PAC, How Customers Choose Study, 2009
Final Data Report | Abbreviated Summary | F016AS   How Customers Choose              © 2009 ITSMA and PAC. All Rights Reserved. 5
Now, more than ever, marketers need to base their
activities on customers’ buying processes
ITSMA’s Relationship Model/Buying Process

Relationship           Stage 1.                    Stage 2.             Stage 3.              Stage 4.                Stage 5.
  Stages            EPIPHANY               AWARENESS                  INTEREST           CONFIDENCE                 LOYALTY
  Buying               Need                        Search             Alternative         Selection and          Post-Purchase
 Processes          Recognition                                       Evaluation            Purchase               Evaluation
                  Explore the             Clarify objectives      Finalize the         Select the            Evaluate
                   possibilities            and solution             short list            provider               satisfaction
                                            specifications
                  Identify a need                                  Solicit proposals    Negotiate the         Measure value
                   or opportunity          Identify                                       contract               delivered
                                                                    Evaluate
                                            alternatives
                                                                     alternatives         Ultimate sign-off
                                            (short list)




Source: ITSMA, 2009
Final Data Report | Abbreviated Summary | F016AS            How Customers Choose           © 2009 ITSMA and PAC. All Rights Reserved. 6
Stage 1. Create demand. Help potential customers
identify problems and opportunities

Relationship           Stage 1.                    Stage 2.             Stage 3.              Stage 4.                Stage 5.
  Stages            EPIPHANY               AWARENESS                  INTEREST           CONFIDENCE                 LOYALTY
  Buying               Need                        Search             Alternative         Selection and          Post-Purchase
  Process           Recognition                                       Evaluation            Purchase               Evaluation
                  Explore the             Clarify objectives      Finalize the         Select the            Evaluate
                   possibilities            and solution             short list            provider               satisfaction
                                            specifications
                  Identify a need                                  Solicit proposals    Negotiate the         Measure value
                   or opportunity          Identify                                       contract               delivered
                                                                    Evaluate
                                            alternatives
                                                                     alternatives         Ultimate sign-off
                                            (short list)


 Epiphany        Create idea- and trend-based thought leadership
 Marketing
  Process        Help clients discover and respond to the most important business issues
                  they face
                 Take clients out of the day-to-day to collaborate and spark new ideas
                 Arm partners/sales/business developers with content



Source: ITSMA, 2009
Final Data Report | Abbreviated Summary | F016AS            How Customers Choose           © 2009 ITSMA and PAC. All Rights Reserved. 7
Solution providers are only moderately helpful at
sparking epiphanies
How helpful are solution providers in bringing you new ideas and showing
you the possibilities to solve your business challenges?
% of Respondents (N=355)


          Not at all helpful = 1                      10

                                        2                      17

                                        3                                             34         Mean = 3.2
                                        4                              23

                 Very helpful = 5                             16




Note: Mean rating based on a 5-point scale where 1=not at all helpful and 5=very helpful.
Source: ITSMA and PAC, How Customers Choose Study, 2009
Final Data Report | Abbreviated Summary | F016AS     How Customers Choose              © 2009 ITSMA and PAC. All Rights Reserved. 8
Stage 2. Generate Leads. Make it easy for
potential buyers to find you

Relationship           Stage 1.                    Stage 2.             Stage 3.              Stage 4.                Stage 5.
  Stages            EPIPHANY               AWARENESS                  INTEREST           CONFIDENCE                 LOYALTY
  Buying               Need                        Search             Alternative         Selection and          Post-Purchase
 Processes          Recognition                                       Evaluation            Purchase               Evaluation
                  Explore the             Clarify objectives      Finalize the         Select the            Evaluate
                   possibilities            and solution             short list            provider               satisfaction
                                            specifications
                  Identify a need                                  Solicit proposals    Negotiate the         Measure value
                   or opportunity          Identify                                       contract               delivered
                                                                    Evaluate
                                            alternatives
                                                                     alternatives         Ultimate sign-off
                                            (short list)


 Awareness       Develop and implement integrated awareness campaigns—on- and off-line
 Marketing
  Process        Balance both push and pull marketing
                 Amplify reputation through word of mouth marketing
                 Work with sales to develop solution-specific value propositions




Source: ITSMA, 2009
Final Data Report | Abbreviated Summary | F016AS            How Customers Choose           © 2009 ITSMA and PAC. All Rights Reserved. 9
When companies identify a need, they proactively
seek out alternative solutions
When you have a business problem that requires a technology-based
solution, what percentage of the time would you say you do research and find
appropriate solution providers versus them contacting you first?
Mean % of Time (N=355)


      The solution provider
     contacts me first (37%)                                              I do the research and
                                                                          find the appropriate
                                                                          solution providers
                                                                          (63%)




Source: ITSMA and PAC, How Customers Choose Study, 2009
Final Data Report | Abbreviated Summary | F016AS   How Customers Choose   © 2009 ITSMA and PAC. All Rights Reserved. 10
Buyers rely on their colleagues to point them to
alternative solutions; nothing else comes close
                                                                                                                                         Total

What are the                                       Speak to colleagues for referrals                 33                   17       19        68
first three                Do an online search including, company websites,             11            14             14                      39
steps you take                         whitepapers, podcasts, Webcasts, etc.
to identify                      Speak to your existing solution providers and          9        13             11                           32
alternative                                   hardware and software vendors
solutions?                                             Get advice from consultants      9        8         12                                28
% of
                           Check the blogosphere, social networks, or online 8
Respondents                                                    chat boards
                                                                                              10           11                                27
(N=355)                              Speak to or check publications of industry
                                                                                8                11        5                                 23
                                            analysts such as Gartner, PAC, IDC
                                   Speak to or check publications of financial
                                                                               6             8        6                                      19
                            analysts such as Merrill Lynch or Goldman Sachs

                                          Read business and trade publications 5 6                   9                                       19

                                         Pay closer attention to advertisements 6 5 5                                                        15

                           Respond to emails and cold calls from consultants
                                                                             4 5 6                                                           14
                                                       or solution providers

                                                                              Other 1                                                         1
Note: Numbers may not add up due to rounding.                                                Step One                Step Two   Step Three
Source: ITSMA and PAC, How Customers Choose Study, 2009
Final Data Report | Abbreviated Summary | F016AS            How Customers Choose              © 2009 ITSMA and PAC. All Rights Reserved. 11
Three-quarters of buyers are using social media in
the purchase process—that’s huge!
Which of these Web-based tools do you use to gather information and
communicate with colleagues during the purchase process?
% of Respondents (N=350)
                                           Which of these Web-based tools do you use to gather information
                                           and communicate with colleagues during the purchase process?
                                           % of Respondents (N=264)
           None                                    LinkedIn                                                  58
           (25%)
                             (75%)                    Blogs                                          50

                                                   Facebook                                       47

                                                     Twitter                                41

                                                      Plaxo                               39
                                            Note: Multiple responses allowed.




Source: ITSMA and PAC, How Customers Choose Study, 2009
Final Data Report | Abbreviated Summary | F016AS         How Customers Choose   © 2009 ITSMA and PAC. All Rights Reserved. 12
US buyers trail their European and Brazilian peers
when it comes to social media…by a lot!
Which of these Web-based tools do you use to gather information and
communicate with colleagues during the purchase process? (By country)
% of Respondents

          US                           UK               France            Germany                     Brazil
        (N=170)                      (N=50)             (N=50)             (N=50)                    (N=30)
                                                                             2
                                        6                 6                                             7
       45



                                                          None




Source: ITSMA and PAC, How Customers Choose Study, 2009
Final Data Report | Abbreviated Summary | F016AS   How Customers Choose    © 2009 ITSMA and PAC. All Rights Reserved. 13
Stage 3. Personalize and customize. Know the
buyer’s unique business issues

Relationship           Stage 1.                    Stage 2.             Stage 3.              Stage 4.                Stage 5.
  Stages            EPIPHANY               AWARENESS                  INTEREST           CONFIDENCE                 LOYALTY
  Buying               Need                        Search             Alternative         Selection and          Post-Purchase
 Processes          Recognition                                       Evaluation            Purchase               Evaluation
                  Explore the             Clarify objectives      Finalize the         Select the            Evaluate
                   possibilities            and solution             short list            provider               satisfaction
                                            specifications
                  Identify a need                                  Solicit proposals    Negotiate the         Measure value
                   or opportunity          Identify                                       contract               delivered
                                                                    Evaluate
                                            alternatives
                                                                     alternatives         Ultimate sign-off
                                            (short list)


  Interest       Develop and implement coordinated, multiphase, multichannel lead
 Marketing
  Process
                  nurturing programs
                 Turn qualified leads over to sales
                 With sales, develop targeted value propositions based on knowledge of the
                  customers’ business issues



Source: ITSMA, 2009
Final Data Report | Abbreviated Summary | F016AS            How Customers Choose          © 2009 ITSMA and PAC. All Rights Reserved. 14
Today, everything is important; no particular
attributes stand out
When evaluating alternatives and selecting the company to help you
implement the solution, how important are the following to your decision?
Mean Rating (N=355)
                  A commitment to deliver measurable business results                                              3.5
         Knowledge and understanding of your unique business issues                                                3.5
        Available resources to meet deadlines and speed time to market                                             3.5
                                             Quality of software support                                          3.4
                         Knowledge and understanding of your industry                                             3.4
                                Previous experience with your company                                            3.3
                  A proven track record backed by customer references                                            3.3
                                  A highly-tailored, customized solution                                         3.3
                                               IT skills and certifications                                     3.2
                      Proactively offered innovative and insightful ideas                                       3.2
     Thought leadership on the solution areas you are most interested in                                        3.2
                                                           Local presence                                     3.0
                                      Offshore and nearshore resources                                       2.9
                                                   International presence                                    2.9

Note: Mean rating based on a 5-point scale where 1=not at all important and 5=very important.
Source: ITSMA and PAC, How Customers Choose Study, 2009
Final Data Report | Abbreviated Summary | F016AS     How Customers Choose           © 2009 ITSMA and PAC. All Rights Reserved. 15
Stage 4. Provide proof points to mitigate risk

Relationship           Stage 1.                    Stage 2.             Stage 3.              Stage 4.                Stage 5.
  Stages            EPIPHANY               AWARENESS                  INTEREST           CONFIDENCE                 LOYALTY
  Buying               Need                        Search             Alternative         Selection and          Post-Purchase
 Processes          Recognition                                       Evaluation            Purchase               Evaluation
                  Explore the             Clarify objectives      Finalize the         Select the            Evaluate
                   possibilities            and solution             short list            provider               satisfaction
                                            specifications
                  Identify a need                                  Solicit proposals    Negotiate the         Measure value
                   or opportunity          Identify                                       contract               delivered
                                                                    Evaluate
                                            alternatives
                                                                     alternatives         Ultimate sign-off
                                            (short list)


Confidence       Provide TCO/ROI data and tools
Marketing
 Process         Mitigate risk via case studies, references, and demos
                 With sales, develop targeted, role-based value propositions
                 Provide sales with proposal development support




Source: ITSMA, 2009
Final Data Report | Abbreviated Summary | F016AS            How Customers Choose          © 2009 ITSMA and PAC. All Rights Reserved. 16
The attributes that are most differentiating during
the selection process are relationship-based
Think about a recent competitive bid situation. Which of these factors truly
differentiated one solutions provider from another?
% of Respondents (N=355)
                    The company that knew our business needs better than the others                                                 36
    The company with which we had a past relationship, so we knew what to expect                                               29
                                                   The company with better client references                                   29
            The company that brought all the right resources into the selling process                                         28
                                            The ―safer‖ choice based on brand reputation                                  26
           The company that was more collaborative throughout the selling process                                        25
     The company that brought more new thinking and ideas to the selling process                                     23
                                                   The company that offered the better price                        22
   The company with the strongest recommendations from analysts or consultants                                      22
                           The company that had the best knowledge of the technology                            20
                         The company that was more open and upfront than the others                            19
                               The company with the best understanding of the industry                 10
                                                                                      Other    1


Note: Up to three responses allowed.
Source: ITSMA and PAC, How Customers Choose Study, 2009
Final Data Report | Abbreviated Summary | F016AS           How Customers Choose         © 2009 ITSMA and PAC. All Rights Reserved. 17
Stage 5. Measure and communicate the value you
provide

Relationship           Stage 1.                    Stage 2.             Stage 3.              Stage 4.                Stage 5.
  Stages            EPIPHANY               AWARENESS                  INTEREST           CONFIDENCE                 LOYALTY
  Buying               Need                        Search             Alternative         Selection and          Post-Purchase
 Processes          Recognition                                       Evaluation            Purchase               Evaluation
                  Explore the             Clarify objectives      Finalize the         Select the            Evaluate
                   possibilities            and solution             short list            provider               satisfaction
                                            specifications
                  Identify a need                                  Solicit proposals    Negotiate the         Measure value
                   or opportunity          Identify                                       contract               delivered
                                                                    Evaluate
                                            alternatives
                                                                     alternatives         Ultimate sign-off
                                            (short list)


  Loyalty        Provide tools to measure ongoing value delivered and progress toward
 Marketing
  Process         customers’ solution KPIs
                 Manage advocacy, reference, and community-building programs
                 Work with sales to monitor and nurture customer satisfaction




Source: ITSMA, 2009
Final Data Report | Abbreviated Summary | F016AS            How Customers Choose          © 2009 ITSMA and PAC. All Rights Reserved. 18
The most common relationship-building programs
are business content focused, small and personal
In which of                      Executive-level business events (e.g., seminars, meetings)                                             60
these solution
                                                                               Private briefings                                       57
provider
relationship-                             One-on-one, executive-to-executive relationships                                             57

building                                           Small, intimate, local peer networking events                                  52
programs do                                                          Client reference programs                                    51
you                               Online communities/social networking that the solution
                                                                                                                                  50
participate?                                                           provider facilitates
                                   Dedicated ―microsite‖ or portal for your company with
% of                         information about their project work and thought leadership                                         49

Respondents                              Account-based or one-to-one marketing programs                                          49
(N=355)                                                  Customer advisory councils or boards                                45

                                  Social or recreational activities (e.g., golf outings, dinners)                           44

                                                              Joint PR/advertising/co-branding                            41

                                                                                          Other      3



Note: Multiple responses allowed.
Source: ITSMA and PAC, How Customers Choose Study, 2009
Final Data Report | Abbreviated Summary | F016AS            How Customers Choose           © 2009 ITSMA and PAC. All Rights Reserved. 19
Research Methodology

    355 telephone interviews

    Conducted June and
     July 2009

    Five countries:
     –   US
     –   UK
     –   France
     –   Germany
     –   Brazil




Final Data Report | Abbreviated Summary | F016AS   How Customers Choose   © 2009 ITSMA and PAC. All Rights Reserved. 20
Who did we speak to?

Are you a business or IT professional?                                What is your job title?
% of Respondents (N=355)                                              % of Respondents (N=355)

                                                                       Manager (16%)
                                                                                                            C-level, GM,
                                                                                                            President (37%)

  Business                                                              Director
                                                   IT (50%)                (17%)
     (50%)



                                                                       VP/Assistant VP (30%)




Source: ITSMA and PAC, How Customers Choose Study, 2009
Final Data Report | Abbreviated Summary | F016AS         How Customers Choose      © 2009 ITSMA and PAC. All Rights Reserved. 21
Geographic Distribution

Country % of Respondents (N=355)


                                               Brazil (9%)

                          Germany (14%)

                                                                             US (49%)

                            France (14%)


                                              UK (14%)




Source: ITSMA and PAC, How Customers Choose Study, 2009
Final Data Report | Abbreviated Summary | F016AS      How Customers Choose    © 2009 ITSMA and PAC. All Rights Reserved. 22
Which companies were included in our sample?
Approximately, what is your company’s                             What is your company’s primary business?
annual revenue, is it ___?                                        % of Respondents (N=355)
% of Respondents (N=355)
                                                                        7    Other
    23
                         22                                             7
                                                                             Business services
                                                                        10
              15                                                             Financial services (e.g., banking, insurance,
                                    14         14                       11   investments)
                                                      13
                                                                             Public sector (federal and state or large local
                                                                        11   only, NOT education)

                                                                             Retail/distribution
                                                                        12
                                                                             Energy/utilities

                                                                        13
                                                                             Healthcare
 $200– $500–            $1–        $5–        $10–   Over
 499M 999M              4.9B       9.9B       20B    $20B               14   Communications (telcos, media,
                                                                             entertainment)

                                                                             Manufacturing (consumer and industrial
                                                                        15   products)



Source: ITSMA and PAC, How Customers Choose Study, 2009
Final Data Report | Abbreviated Summary | F016AS      How Customers Choose     © 2009 ITSMA and PAC. All Rights Reserved. 23
Contact                 Julie Schwartz                                      Olivier Nguyen Van Tan
                        Senior Vice President                               Managing Director
                        Thought Leadership                                  PAC
                        and Research                                        o.nguyen@pac-online.com
                        ITSMA                                               Phone: +1-646-277-7255
                        jschwartz@itsma.com                                 Cell: +1-917-744-7902
                        +1-781-862-8500, Ext. 112


                        Katie Espinola
                        Senior Research Analyst
                        ITSMA
                        kespinola@itsma.com
                        +1-781-862-8500, Ext. 114




Final Data Report | Abbreviated Summary | F016AS   How Customers Choose          AND
                                                                          © 2009 ITSMA and PAC. All Rights Reserved. 24

More Related Content

What's hot

Sales White Paper: ROI On Sales Effectiveness
Sales White Paper: ROI On Sales EffectivenessSales White Paper: ROI On Sales Effectiveness
Sales White Paper: ROI On Sales Effectiveness
Altify
 
Sales levers SAM commercial reconnaissance electronic flyer July 2020
Sales levers SAM commercial reconnaissance electronic flyer July 2020Sales levers SAM commercial reconnaissance electronic flyer July 2020
Sales levers SAM commercial reconnaissance electronic flyer July 2020
richardhigham
 
Aligning Sales and Marketing Investments to Maximize Sales Performance
Aligning Sales and Marketing Investments to Maximize Sales PerformanceAligning Sales and Marketing Investments to Maximize Sales Performance
Aligning Sales and Marketing Investments to Maximize Sales Performance
Callidus Software
 
Managing sales in a down market final
Managing sales in a down market   finalManaging sales in a down market   final
Managing sales in a down market final
Peter Gilbert
 
5 Things A Company Must Do Summary Version
5 Things A Company Must Do Summary Version5 Things A Company Must Do Summary Version
5 Things A Company Must Do Summary Version
jshumway2009
 
Best Practices in Sales Operations v5
Best Practices in Sales Operations v5Best Practices in Sales Operations v5
Best Practices in Sales Operations v5
565 Business Group
 
S O P006 Chan 091807
S O P006  Chan 091807S O P006  Chan 091807
S O P006 Chan 091807
Dreamforce07
 
MarshBerry-CounterPoint-June-2016
MarshBerry-CounterPoint-June-2016MarshBerry-CounterPoint-June-2016
MarshBerry-CounterPoint-June-2016
Nick Kormos, CIC, CPIA
 
S D M004 Garoutte 091807
S D M004  Garoutte 091807S D M004  Garoutte 091807
S D M004 Garoutte 091807
Dreamforce07
 
GSV Portfolio Review Q3 01
GSV Portfolio Review Q3 01GSV Portfolio Review Q3 01
GSV Portfolio Review Q3 01
Curtis Palmer
 
Growth Stage Technology Business Evaluation and Strengthening - Nov 2010 - Da...
Growth Stage Technology Business Evaluation and Strengthening - Nov 2010 - Da...Growth Stage Technology Business Evaluation and Strengthening - Nov 2010 - Da...
Growth Stage Technology Business Evaluation and Strengthening - Nov 2010 - Da...
Dave Litwiller
 
Selling the Value of Sales Operations to your Executive team Webinar 02/…
Selling the Value of Sales Operations to your Executive team Webinar 02/…Selling the Value of Sales Operations to your Executive team Webinar 02/…
Selling the Value of Sales Operations to your Executive team Webinar 02/…
Apttus
 
Transforming a global sales organisation
Transforming a global sales organisationTransforming a global sales organisation
Transforming a global sales organisation
Implement Consulting Group
 
Business development the basics
Business development the basicsBusiness development the basics
Business development the basics
Kurt Sanborn
 
10-Step Strategic Account Alignment Process
10-Step Strategic Account Alignment Process10-Step Strategic Account Alignment Process
10-Step Strategic Account Alignment Process
Global Partners Inc.
 
Revegy and Forrester, How to Drive Key Account Growth
Revegy and Forrester, How to Drive Key Account GrowthRevegy and Forrester, How to Drive Key Account Growth
Revegy and Forrester, How to Drive Key Account Growth
Revegy, Inc.
 
Mmi vi market analysis
Mmi  vi market analysisMmi  vi market analysis
Mmi vi market analysis
Aakansha Singhal
 
Sales Operations Maturity Assessment
Sales Operations Maturity AssessmentSales Operations Maturity Assessment
Sales Operations Maturity Assessment
Demand Metric
 
Sales-Leaders-Guide-to-Building-a-Revenue-Generating-Machine
Sales-Leaders-Guide-to-Building-a-Revenue-Generating-MachineSales-Leaders-Guide-to-Building-a-Revenue-Generating-Machine
Sales-Leaders-Guide-to-Building-a-Revenue-Generating-Machine
Taylor Miller
 
110201 sales comp ppt
110201 sales comp ppt110201 sales comp ppt
110201 sales comp ppt
MassTLC
 

What's hot (20)

Sales White Paper: ROI On Sales Effectiveness
Sales White Paper: ROI On Sales EffectivenessSales White Paper: ROI On Sales Effectiveness
Sales White Paper: ROI On Sales Effectiveness
 
Sales levers SAM commercial reconnaissance electronic flyer July 2020
Sales levers SAM commercial reconnaissance electronic flyer July 2020Sales levers SAM commercial reconnaissance electronic flyer July 2020
Sales levers SAM commercial reconnaissance electronic flyer July 2020
 
Aligning Sales and Marketing Investments to Maximize Sales Performance
Aligning Sales and Marketing Investments to Maximize Sales PerformanceAligning Sales and Marketing Investments to Maximize Sales Performance
Aligning Sales and Marketing Investments to Maximize Sales Performance
 
Managing sales in a down market final
Managing sales in a down market   finalManaging sales in a down market   final
Managing sales in a down market final
 
5 Things A Company Must Do Summary Version
5 Things A Company Must Do Summary Version5 Things A Company Must Do Summary Version
5 Things A Company Must Do Summary Version
 
Best Practices in Sales Operations v5
Best Practices in Sales Operations v5Best Practices in Sales Operations v5
Best Practices in Sales Operations v5
 
S O P006 Chan 091807
S O P006  Chan 091807S O P006  Chan 091807
S O P006 Chan 091807
 
MarshBerry-CounterPoint-June-2016
MarshBerry-CounterPoint-June-2016MarshBerry-CounterPoint-June-2016
MarshBerry-CounterPoint-June-2016
 
S D M004 Garoutte 091807
S D M004  Garoutte 091807S D M004  Garoutte 091807
S D M004 Garoutte 091807
 
GSV Portfolio Review Q3 01
GSV Portfolio Review Q3 01GSV Portfolio Review Q3 01
GSV Portfolio Review Q3 01
 
Growth Stage Technology Business Evaluation and Strengthening - Nov 2010 - Da...
Growth Stage Technology Business Evaluation and Strengthening - Nov 2010 - Da...Growth Stage Technology Business Evaluation and Strengthening - Nov 2010 - Da...
Growth Stage Technology Business Evaluation and Strengthening - Nov 2010 - Da...
 
Selling the Value of Sales Operations to your Executive team Webinar 02/…
Selling the Value of Sales Operations to your Executive team Webinar 02/…Selling the Value of Sales Operations to your Executive team Webinar 02/…
Selling the Value of Sales Operations to your Executive team Webinar 02/…
 
Transforming a global sales organisation
Transforming a global sales organisationTransforming a global sales organisation
Transforming a global sales organisation
 
Business development the basics
Business development the basicsBusiness development the basics
Business development the basics
 
10-Step Strategic Account Alignment Process
10-Step Strategic Account Alignment Process10-Step Strategic Account Alignment Process
10-Step Strategic Account Alignment Process
 
Revegy and Forrester, How to Drive Key Account Growth
Revegy and Forrester, How to Drive Key Account GrowthRevegy and Forrester, How to Drive Key Account Growth
Revegy and Forrester, How to Drive Key Account Growth
 
Mmi vi market analysis
Mmi  vi market analysisMmi  vi market analysis
Mmi vi market analysis
 
Sales Operations Maturity Assessment
Sales Operations Maturity AssessmentSales Operations Maturity Assessment
Sales Operations Maturity Assessment
 
Sales-Leaders-Guide-to-Building-a-Revenue-Generating-Machine
Sales-Leaders-Guide-to-Building-a-Revenue-Generating-MachineSales-Leaders-Guide-to-Building-a-Revenue-Generating-Machine
Sales-Leaders-Guide-to-Building-a-Revenue-Generating-Machine
 
110201 sales comp ppt
110201 sales comp ppt110201 sales comp ppt
110201 sales comp ppt
 

Similar to How Customers Choose Solutions Providers 2009

Ad exchanges targeting & optimization april 2011
Ad exchanges targeting & optimization april 2011Ad exchanges targeting & optimization april 2011
Ad exchanges targeting & optimization april 2011
Linda Gridley
 
Q1 2015 Investor PresentationQ1 2015 Investor Presentation
Q1 2015 Investor PresentationQ1 2015 Investor PresentationQ1 2015 Investor PresentationQ1 2015 Investor Presentation
Q1 2015 Investor PresentationQ1 2015 Investor Presentation
teradata2014
 
Salesforce Revenue model
Salesforce   Revenue modelSalesforce   Revenue model
Salesforce Revenue model
Ankit Balyan MBA, B.Tech.
 
1215 omma data dan salmon
1215 omma data dan salmon1215 omma data dan salmon
1215 omma data dan salmon
MediaPost
 
Cherry Tree's IT Services Newsletter March 2016
Cherry Tree's IT Services Newsletter March 2016Cherry Tree's IT Services Newsletter March 2016
Cherry Tree's IT Services Newsletter March 2016
Elmer Baldwin
 
Pentaho Business Analytics for ISVs and SaaS providers in healthcare
Pentaho Business Analytics for ISVs and SaaS providers in healthcarePentaho Business Analytics for ISVs and SaaS providers in healthcare
Pentaho Business Analytics for ISVs and SaaS providers in healthcare
Pentaho
 
The Power of a Complete 360° View of the Customer - Digital Transformation fo...
The Power of a Complete 360° View of the Customer - Digital Transformation fo...The Power of a Complete 360° View of the Customer - Digital Transformation fo...
The Power of a Complete 360° View of the Customer - Digital Transformation fo...
Denodo
 
Industry solutions 2012 final
Industry solutions 2012 finalIndustry solutions 2012 final
Industry solutions 2012 final
akilakumar
 
Vc us v4.0
Vc us v4.0Vc us v4.0
Vc us v4.0
FixNix Inc.,
 
Marketo
MarketoMarketo
Marketo
MarketoMarketo
Worldwide Business Research
Worldwide Business ResearchWorldwide Business Research
Worldwide Business Research
wbr_marketing
 
POINTWEST Careers
POINTWEST CareersPOINTWEST Careers
POINTWEST Careers
Pointwest
 
Marketing automation for nurturing, scoring and delivering leads - Marketo
Marketing automation for nurturing, scoring and delivering leads - MarketoMarketing automation for nurturing, scoring and delivering leads - Marketo
Marketing automation for nurturing, scoring and delivering leads - Marketo
B2B Marketing
 
Mike Kelly Presentation
	Mike Kelly Presentation	Mike Kelly Presentation
Mike Kelly Presentation
finance10
 
The Shifting Role of Workload Automation
The Shifting Role of Workload AutomationThe Shifting Role of Workload Automation
The Shifting Role of Workload Automation
Enterprise Management Associates
 
nowUmatter Investor Deck (Dec 2012)
nowUmatter Investor Deck (Dec 2012)nowUmatter Investor Deck (Dec 2012)
nowUmatter Investor Deck (Dec 2012)
Joseph Cameron
 
Fixnix us vc_v3.0
Fixnix us vc_v3.0Fixnix us vc_v3.0
Fixnix us vc_v3.0
FixNix Inc.,
 
Take Charge of Your Cloud Migrations with Dependency Mapping, Inventory and U...
Take Charge of Your Cloud Migrations with Dependency Mapping, Inventory and U...Take Charge of Your Cloud Migrations with Dependency Mapping, Inventory and U...
Take Charge of Your Cloud Migrations with Dependency Mapping, Inventory and U...
Enterprise Management Associates
 
Second Annual Microsoft SMBPartner Insight Report - The Year Ahead
Second Annual Microsoft SMBPartner Insight Report - The Year Ahead Second Annual Microsoft SMBPartner Insight Report - The Year Ahead
Second Annual Microsoft SMBPartner Insight Report - The Year Ahead
Windows 7 Professional
 

Similar to How Customers Choose Solutions Providers 2009 (20)

Ad exchanges targeting & optimization april 2011
Ad exchanges targeting & optimization april 2011Ad exchanges targeting & optimization april 2011
Ad exchanges targeting & optimization april 2011
 
Q1 2015 Investor PresentationQ1 2015 Investor Presentation
Q1 2015 Investor PresentationQ1 2015 Investor PresentationQ1 2015 Investor PresentationQ1 2015 Investor Presentation
Q1 2015 Investor PresentationQ1 2015 Investor Presentation
 
Salesforce Revenue model
Salesforce   Revenue modelSalesforce   Revenue model
Salesforce Revenue model
 
1215 omma data dan salmon
1215 omma data dan salmon1215 omma data dan salmon
1215 omma data dan salmon
 
Cherry Tree's IT Services Newsletter March 2016
Cherry Tree's IT Services Newsletter March 2016Cherry Tree's IT Services Newsletter March 2016
Cherry Tree's IT Services Newsletter March 2016
 
Pentaho Business Analytics for ISVs and SaaS providers in healthcare
Pentaho Business Analytics for ISVs and SaaS providers in healthcarePentaho Business Analytics for ISVs and SaaS providers in healthcare
Pentaho Business Analytics for ISVs and SaaS providers in healthcare
 
The Power of a Complete 360° View of the Customer - Digital Transformation fo...
The Power of a Complete 360° View of the Customer - Digital Transformation fo...The Power of a Complete 360° View of the Customer - Digital Transformation fo...
The Power of a Complete 360° View of the Customer - Digital Transformation fo...
 
Industry solutions 2012 final
Industry solutions 2012 finalIndustry solutions 2012 final
Industry solutions 2012 final
 
Vc us v4.0
Vc us v4.0Vc us v4.0
Vc us v4.0
 
Marketo
MarketoMarketo
Marketo
 
Marketo
MarketoMarketo
Marketo
 
Worldwide Business Research
Worldwide Business ResearchWorldwide Business Research
Worldwide Business Research
 
POINTWEST Careers
POINTWEST CareersPOINTWEST Careers
POINTWEST Careers
 
Marketing automation for nurturing, scoring and delivering leads - Marketo
Marketing automation for nurturing, scoring and delivering leads - MarketoMarketing automation for nurturing, scoring and delivering leads - Marketo
Marketing automation for nurturing, scoring and delivering leads - Marketo
 
Mike Kelly Presentation
	Mike Kelly Presentation	Mike Kelly Presentation
Mike Kelly Presentation
 
The Shifting Role of Workload Automation
The Shifting Role of Workload AutomationThe Shifting Role of Workload Automation
The Shifting Role of Workload Automation
 
nowUmatter Investor Deck (Dec 2012)
nowUmatter Investor Deck (Dec 2012)nowUmatter Investor Deck (Dec 2012)
nowUmatter Investor Deck (Dec 2012)
 
Fixnix us vc_v3.0
Fixnix us vc_v3.0Fixnix us vc_v3.0
Fixnix us vc_v3.0
 
Take Charge of Your Cloud Migrations with Dependency Mapping, Inventory and U...
Take Charge of Your Cloud Migrations with Dependency Mapping, Inventory and U...Take Charge of Your Cloud Migrations with Dependency Mapping, Inventory and U...
Take Charge of Your Cloud Migrations with Dependency Mapping, Inventory and U...
 
Second Annual Microsoft SMBPartner Insight Report - The Year Ahead
Second Annual Microsoft SMBPartner Insight Report - The Year Ahead Second Annual Microsoft SMBPartner Insight Report - The Year Ahead
Second Annual Microsoft SMBPartner Insight Report - The Year Ahead
 

More from ITSMA

Seizing the Executive Engagement Opportunity: How Executives Engage Study (Pa...
Seizing the Executive Engagement Opportunity: How Executives Engage Study (Pa...Seizing the Executive Engagement Opportunity: How Executives Engage Study (Pa...
Seizing the Executive Engagement Opportunity: How Executives Engage Study (Pa...
ITSMA
 
Stregthening Executive Engagement: Four Keys to Building Trust
Stregthening Executive Engagement: Four Keys to Building TrustStregthening Executive Engagement: Four Keys to Building Trust
Stregthening Executive Engagement: Four Keys to Building Trust
ITSMA
 
B2B Marketing Personalization Survey: Valuable Lessons from Industry Leaders
B2B Marketing Personalization Survey: Valuable Lessons from Industry LeadersB2B Marketing Personalization Survey: Valuable Lessons from Industry Leaders
B2B Marketing Personalization Survey: Valuable Lessons from Industry Leaders
ITSMA
 
Accelerating ABM Impact: The Case for a Blended Approach
Accelerating ABM Impact: The Case for a Blended ApproachAccelerating ABM Impact: The Case for a Blended Approach
Accelerating ABM Impact: The Case for a Blended Approach
ITSMA
 
ITSMA and ABM Leadership Alliance Leadership Survey: Driving Growth with Thre...
ITSMA and ABM Leadership Alliance Leadership Survey: Driving Growth with Thre...ITSMA and ABM Leadership Alliance Leadership Survey: Driving Growth with Thre...
ITSMA and ABM Leadership Alliance Leadership Survey: Driving Growth with Thre...
ITSMA
 
ITSMA Survey Transforming Marketing for the Digital Future: Six Areas of Chan...
ITSMA Survey Transforming Marketing for the Digital Future: Six Areas of Chan...ITSMA Survey Transforming Marketing for the Digital Future: Six Areas of Chan...
ITSMA Survey Transforming Marketing for the Digital Future: Six Areas of Chan...
ITSMA
 
ITSMA Infographic Six Steps to Engaging the C-Suite
ITSMA Infographic Six Steps to Engaging the C-SuiteITSMA Infographic Six Steps to Engaging the C-Suite
ITSMA Infographic Six Steps to Engaging the C-Suite
ITSMA
 
ITSMA Infographic - Marketing Priorities for Executive Engagement
ITSMA Infographic - Marketing Priorities for Executive EngagementITSMA Infographic - Marketing Priorities for Executive Engagement
ITSMA Infographic - Marketing Priorities for Executive Engagement
ITSMA
 
ITSMA Insight-Led Marketing Survey Abbreviated Summary
ITSMA Insight-Led Marketing Survey Abbreviated SummaryITSMA Insight-Led Marketing Survey Abbreviated Summary
ITSMA Insight-Led Marketing Survey Abbreviated Summary
ITSMA
 
ITSMA B2B Services Marketing Budget and Trends 2014 Infographic
ITSMA B2B Services Marketing Budget and Trends 2014 InfographicITSMA B2B Services Marketing Budget and Trends 2014 Infographic
ITSMA B2B Services Marketing Budget and Trends 2014 Infographic
ITSMA
 
The Best of ITSMA’s 20th Annual Conference
The Best of ITSMA’s 20th Annual ConferenceThe Best of ITSMA’s 20th Annual Conference
The Best of ITSMA’s 20th Annual Conference
ITSMA
 
ITSMA Online Survey: Account Based Marketing and ROI: Building the Case for ...
ITSMA Online Survey:  Account Based Marketing and ROI: Building the Case for ...ITSMA Online Survey:  Account Based Marketing and ROI: Building the Case for ...
ITSMA Online Survey: Account Based Marketing and ROI: Building the Case for ...
ITSMA
 
ITSMA Marketing Excellence Awards 2012 winners
ITSMA Marketing Excellence Awards 2012 winnersITSMA Marketing Excellence Awards 2012 winners
ITSMA Marketing Excellence Awards 2012 winners
ITSMA
 
ITSMA Marketing Strategist Top 10 B2B Marketing Stories
ITSMA Marketing Strategist Top 10 B2B Marketing StoriesITSMA Marketing Strategist Top 10 B2B Marketing Stories
ITSMA Marketing Strategist Top 10 B2B Marketing Stories
ITSMA
 
ITSMA's 2010 Marketing Leadership Forum - Highlights
ITSMA's 2010 Marketing Leadership Forum - HighlightsITSMA's 2010 Marketing Leadership Forum - Highlights
ITSMA's 2010 Marketing Leadership Forum - Highlights
ITSMA
 
ITSMA Services Marketing Budgets And Benchmarks 2008
ITSMA Services Marketing Budgets And Benchmarks 2008ITSMA Services Marketing Budgets And Benchmarks 2008
ITSMA Services Marketing Budgets And Benchmarks 2008
ITSMA
 
Web 2.0 Gets Strategic
Web 2.0 Gets StrategicWeb 2.0 Gets Strategic
Web 2.0 Gets Strategic
ITSMA
 

More from ITSMA (17)

Seizing the Executive Engagement Opportunity: How Executives Engage Study (Pa...
Seizing the Executive Engagement Opportunity: How Executives Engage Study (Pa...Seizing the Executive Engagement Opportunity: How Executives Engage Study (Pa...
Seizing the Executive Engagement Opportunity: How Executives Engage Study (Pa...
 
Stregthening Executive Engagement: Four Keys to Building Trust
Stregthening Executive Engagement: Four Keys to Building TrustStregthening Executive Engagement: Four Keys to Building Trust
Stregthening Executive Engagement: Four Keys to Building Trust
 
B2B Marketing Personalization Survey: Valuable Lessons from Industry Leaders
B2B Marketing Personalization Survey: Valuable Lessons from Industry LeadersB2B Marketing Personalization Survey: Valuable Lessons from Industry Leaders
B2B Marketing Personalization Survey: Valuable Lessons from Industry Leaders
 
Accelerating ABM Impact: The Case for a Blended Approach
Accelerating ABM Impact: The Case for a Blended ApproachAccelerating ABM Impact: The Case for a Blended Approach
Accelerating ABM Impact: The Case for a Blended Approach
 
ITSMA and ABM Leadership Alliance Leadership Survey: Driving Growth with Thre...
ITSMA and ABM Leadership Alliance Leadership Survey: Driving Growth with Thre...ITSMA and ABM Leadership Alliance Leadership Survey: Driving Growth with Thre...
ITSMA and ABM Leadership Alliance Leadership Survey: Driving Growth with Thre...
 
ITSMA Survey Transforming Marketing for the Digital Future: Six Areas of Chan...
ITSMA Survey Transforming Marketing for the Digital Future: Six Areas of Chan...ITSMA Survey Transforming Marketing for the Digital Future: Six Areas of Chan...
ITSMA Survey Transforming Marketing for the Digital Future: Six Areas of Chan...
 
ITSMA Infographic Six Steps to Engaging the C-Suite
ITSMA Infographic Six Steps to Engaging the C-SuiteITSMA Infographic Six Steps to Engaging the C-Suite
ITSMA Infographic Six Steps to Engaging the C-Suite
 
ITSMA Infographic - Marketing Priorities for Executive Engagement
ITSMA Infographic - Marketing Priorities for Executive EngagementITSMA Infographic - Marketing Priorities for Executive Engagement
ITSMA Infographic - Marketing Priorities for Executive Engagement
 
ITSMA Insight-Led Marketing Survey Abbreviated Summary
ITSMA Insight-Led Marketing Survey Abbreviated SummaryITSMA Insight-Led Marketing Survey Abbreviated Summary
ITSMA Insight-Led Marketing Survey Abbreviated Summary
 
ITSMA B2B Services Marketing Budget and Trends 2014 Infographic
ITSMA B2B Services Marketing Budget and Trends 2014 InfographicITSMA B2B Services Marketing Budget and Trends 2014 Infographic
ITSMA B2B Services Marketing Budget and Trends 2014 Infographic
 
The Best of ITSMA’s 20th Annual Conference
The Best of ITSMA’s 20th Annual ConferenceThe Best of ITSMA’s 20th Annual Conference
The Best of ITSMA’s 20th Annual Conference
 
ITSMA Online Survey: Account Based Marketing and ROI: Building the Case for ...
ITSMA Online Survey:  Account Based Marketing and ROI: Building the Case for ...ITSMA Online Survey:  Account Based Marketing and ROI: Building the Case for ...
ITSMA Online Survey: Account Based Marketing and ROI: Building the Case for ...
 
ITSMA Marketing Excellence Awards 2012 winners
ITSMA Marketing Excellence Awards 2012 winnersITSMA Marketing Excellence Awards 2012 winners
ITSMA Marketing Excellence Awards 2012 winners
 
ITSMA Marketing Strategist Top 10 B2B Marketing Stories
ITSMA Marketing Strategist Top 10 B2B Marketing StoriesITSMA Marketing Strategist Top 10 B2B Marketing Stories
ITSMA Marketing Strategist Top 10 B2B Marketing Stories
 
ITSMA's 2010 Marketing Leadership Forum - Highlights
ITSMA's 2010 Marketing Leadership Forum - HighlightsITSMA's 2010 Marketing Leadership Forum - Highlights
ITSMA's 2010 Marketing Leadership Forum - Highlights
 
ITSMA Services Marketing Budgets And Benchmarks 2008
ITSMA Services Marketing Budgets And Benchmarks 2008ITSMA Services Marketing Budgets And Benchmarks 2008
ITSMA Services Marketing Budgets And Benchmarks 2008
 
Web 2.0 Gets Strategic
Web 2.0 Gets StrategicWeb 2.0 Gets Strategic
Web 2.0 Gets Strategic
 

Recently uploaded

High Profile Girls call Service Pune 000XX00000 Provide Best And Top Girl Ser...
High Profile Girls call Service Pune 000XX00000 Provide Best And Top Girl Ser...High Profile Girls call Service Pune 000XX00000 Provide Best And Top Girl Ser...
High Profile Girls call Service Pune 000XX00000 Provide Best And Top Girl Ser...
bhumivarma35300
 
Google I/O Extended Harare Merged Slides
Google I/O Extended Harare Merged SlidesGoogle I/O Extended Harare Merged Slides
Google I/O Extended Harare Merged Slides
Google Developer Group - Harare
 
CiscoIconsLibrary cours de réseau VLAN.ppt
CiscoIconsLibrary cours de réseau VLAN.pptCiscoIconsLibrary cours de réseau VLAN.ppt
CiscoIconsLibrary cours de réseau VLAN.ppt
moinahousna
 
Amul milk launches in US: Key details of its new products ...
Amul milk launches in US: Key details of its new products ...Amul milk launches in US: Key details of its new products ...
Amul milk launches in US: Key details of its new products ...
chetankumar9855
 
Three New Criminal Laws in India 1 July 2024
Three New Criminal Laws in India 1 July 2024Three New Criminal Laws in India 1 July 2024
Three New Criminal Laws in India 1 July 2024
aakash malhotra
 
WPRiders Company Presentation Slide Deck
WPRiders Company Presentation Slide DeckWPRiders Company Presentation Slide Deck
WPRiders Company Presentation Slide Deck
Lidia A.
 
Introduction-to-the-IAM-Platform-Implementation-Plan.pptx
Introduction-to-the-IAM-Platform-Implementation-Plan.pptxIntroduction-to-the-IAM-Platform-Implementation-Plan.pptx
Introduction-to-the-IAM-Platform-Implementation-Plan.pptx
313mohammedarshad
 
[Talk] Moving Beyond Spaghetti Infrastructure [AOTB] 2024-07-04.pdf
[Talk] Moving Beyond Spaghetti Infrastructure [AOTB] 2024-07-04.pdf[Talk] Moving Beyond Spaghetti Infrastructure [AOTB] 2024-07-04.pdf
[Talk] Moving Beyond Spaghetti Infrastructure [AOTB] 2024-07-04.pdf
Kief Morris
 
RPA In Healthcare Benefits, Use Case, Trend And Challenges 2024.pptx
RPA In Healthcare Benefits, Use Case, Trend And Challenges 2024.pptxRPA In Healthcare Benefits, Use Case, Trend And Challenges 2024.pptx
RPA In Healthcare Benefits, Use Case, Trend And Challenges 2024.pptx
SynapseIndia
 
July Patch Tuesday
July Patch TuesdayJuly Patch Tuesday
July Patch Tuesday
Ivanti
 
Salesforce AI & Einstein Copilot Workshop
Salesforce AI & Einstein Copilot WorkshopSalesforce AI & Einstein Copilot Workshop
Salesforce AI & Einstein Copilot Workshop
CEPTES Software Inc
 
Evolution of iPaaS - simplify IT workloads to provide a unified view of data...
Evolution of iPaaS - simplify IT workloads to provide a unified view of  data...Evolution of iPaaS - simplify IT workloads to provide a unified view of  data...
Evolution of iPaaS - simplify IT workloads to provide a unified view of data...
Torry Harris
 
BT & Neo4j: Knowledge Graphs for Critical Enterprise Systems.pptx.pdf
BT & Neo4j: Knowledge Graphs for Critical Enterprise Systems.pptx.pdfBT & Neo4j: Knowledge Graphs for Critical Enterprise Systems.pptx.pdf
BT & Neo4j: Knowledge Graphs for Critical Enterprise Systems.pptx.pdf
Neo4j
 
CHAPTER-8 COMPONENTS OF COMPUTER SYSTEM CLASS 9 CBSE
CHAPTER-8 COMPONENTS OF COMPUTER SYSTEM CLASS 9 CBSECHAPTER-8 COMPONENTS OF COMPUTER SYSTEM CLASS 9 CBSE
CHAPTER-8 COMPONENTS OF COMPUTER SYSTEM CLASS 9 CBSE
kumarjarun2010
 
How to Build a Profitable IoT Product.pptx
How to Build a Profitable IoT Product.pptxHow to Build a Profitable IoT Product.pptx
How to Build a Profitable IoT Product.pptx
Adam Dunkels
 
Dublin_mulesoft_meetup_Mulesoft_Salesforce_Integration (1).pptx
Dublin_mulesoft_meetup_Mulesoft_Salesforce_Integration (1).pptxDublin_mulesoft_meetup_Mulesoft_Salesforce_Integration (1).pptx
Dublin_mulesoft_meetup_Mulesoft_Salesforce_Integration (1).pptx
Kunal Gupta
 
How Social Media Hackers Help You to See Your Wife's Message.pdf
How Social Media Hackers Help You to See Your Wife's Message.pdfHow Social Media Hackers Help You to See Your Wife's Message.pdf
How Social Media Hackers Help You to See Your Wife's Message.pdf
HackersList
 
Girls Call Churchgate 9910780858 Provide Best And Top Girl Service And No1 in...
Girls Call Churchgate 9910780858 Provide Best And Top Girl Service And No1 in...Girls Call Churchgate 9910780858 Provide Best And Top Girl Service And No1 in...
Girls Call Churchgate 9910780858 Provide Best And Top Girl Service And No1 in...
maigasapphire
 
Recent Advancements in the NIST-JARVIS Infrastructure
Recent Advancements in the NIST-JARVIS InfrastructureRecent Advancements in the NIST-JARVIS Infrastructure
Recent Advancements in the NIST-JARVIS Infrastructure
KAMAL CHOUDHARY
 
EuroPython 2024 - Streamlining Testing in a Large Python Codebase
EuroPython 2024 - Streamlining Testing in a Large Python CodebaseEuroPython 2024 - Streamlining Testing in a Large Python Codebase
EuroPython 2024 - Streamlining Testing in a Large Python Codebase
Jimmy Lai
 

Recently uploaded (20)

High Profile Girls call Service Pune 000XX00000 Provide Best And Top Girl Ser...
High Profile Girls call Service Pune 000XX00000 Provide Best And Top Girl Ser...High Profile Girls call Service Pune 000XX00000 Provide Best And Top Girl Ser...
High Profile Girls call Service Pune 000XX00000 Provide Best And Top Girl Ser...
 
Google I/O Extended Harare Merged Slides
Google I/O Extended Harare Merged SlidesGoogle I/O Extended Harare Merged Slides
Google I/O Extended Harare Merged Slides
 
CiscoIconsLibrary cours de réseau VLAN.ppt
CiscoIconsLibrary cours de réseau VLAN.pptCiscoIconsLibrary cours de réseau VLAN.ppt
CiscoIconsLibrary cours de réseau VLAN.ppt
 
Amul milk launches in US: Key details of its new products ...
Amul milk launches in US: Key details of its new products ...Amul milk launches in US: Key details of its new products ...
Amul milk launches in US: Key details of its new products ...
 
Three New Criminal Laws in India 1 July 2024
Three New Criminal Laws in India 1 July 2024Three New Criminal Laws in India 1 July 2024
Three New Criminal Laws in India 1 July 2024
 
WPRiders Company Presentation Slide Deck
WPRiders Company Presentation Slide DeckWPRiders Company Presentation Slide Deck
WPRiders Company Presentation Slide Deck
 
Introduction-to-the-IAM-Platform-Implementation-Plan.pptx
Introduction-to-the-IAM-Platform-Implementation-Plan.pptxIntroduction-to-the-IAM-Platform-Implementation-Plan.pptx
Introduction-to-the-IAM-Platform-Implementation-Plan.pptx
 
[Talk] Moving Beyond Spaghetti Infrastructure [AOTB] 2024-07-04.pdf
[Talk] Moving Beyond Spaghetti Infrastructure [AOTB] 2024-07-04.pdf[Talk] Moving Beyond Spaghetti Infrastructure [AOTB] 2024-07-04.pdf
[Talk] Moving Beyond Spaghetti Infrastructure [AOTB] 2024-07-04.pdf
 
RPA In Healthcare Benefits, Use Case, Trend And Challenges 2024.pptx
RPA In Healthcare Benefits, Use Case, Trend And Challenges 2024.pptxRPA In Healthcare Benefits, Use Case, Trend And Challenges 2024.pptx
RPA In Healthcare Benefits, Use Case, Trend And Challenges 2024.pptx
 
July Patch Tuesday
July Patch TuesdayJuly Patch Tuesday
July Patch Tuesday
 
Salesforce AI & Einstein Copilot Workshop
Salesforce AI & Einstein Copilot WorkshopSalesforce AI & Einstein Copilot Workshop
Salesforce AI & Einstein Copilot Workshop
 
Evolution of iPaaS - simplify IT workloads to provide a unified view of data...
Evolution of iPaaS - simplify IT workloads to provide a unified view of  data...Evolution of iPaaS - simplify IT workloads to provide a unified view of  data...
Evolution of iPaaS - simplify IT workloads to provide a unified view of data...
 
BT & Neo4j: Knowledge Graphs for Critical Enterprise Systems.pptx.pdf
BT & Neo4j: Knowledge Graphs for Critical Enterprise Systems.pptx.pdfBT & Neo4j: Knowledge Graphs for Critical Enterprise Systems.pptx.pdf
BT & Neo4j: Knowledge Graphs for Critical Enterprise Systems.pptx.pdf
 
CHAPTER-8 COMPONENTS OF COMPUTER SYSTEM CLASS 9 CBSE
CHAPTER-8 COMPONENTS OF COMPUTER SYSTEM CLASS 9 CBSECHAPTER-8 COMPONENTS OF COMPUTER SYSTEM CLASS 9 CBSE
CHAPTER-8 COMPONENTS OF COMPUTER SYSTEM CLASS 9 CBSE
 
How to Build a Profitable IoT Product.pptx
How to Build a Profitable IoT Product.pptxHow to Build a Profitable IoT Product.pptx
How to Build a Profitable IoT Product.pptx
 
Dublin_mulesoft_meetup_Mulesoft_Salesforce_Integration (1).pptx
Dublin_mulesoft_meetup_Mulesoft_Salesforce_Integration (1).pptxDublin_mulesoft_meetup_Mulesoft_Salesforce_Integration (1).pptx
Dublin_mulesoft_meetup_Mulesoft_Salesforce_Integration (1).pptx
 
How Social Media Hackers Help You to See Your Wife's Message.pdf
How Social Media Hackers Help You to See Your Wife's Message.pdfHow Social Media Hackers Help You to See Your Wife's Message.pdf
How Social Media Hackers Help You to See Your Wife's Message.pdf
 
Girls Call Churchgate 9910780858 Provide Best And Top Girl Service And No1 in...
Girls Call Churchgate 9910780858 Provide Best And Top Girl Service And No1 in...Girls Call Churchgate 9910780858 Provide Best And Top Girl Service And No1 in...
Girls Call Churchgate 9910780858 Provide Best And Top Girl Service And No1 in...
 
Recent Advancements in the NIST-JARVIS Infrastructure
Recent Advancements in the NIST-JARVIS InfrastructureRecent Advancements in the NIST-JARVIS Infrastructure
Recent Advancements in the NIST-JARVIS Infrastructure
 
EuroPython 2024 - Streamlining Testing in a Large Python Codebase
EuroPython 2024 - Streamlining Testing in a Large Python CodebaseEuroPython 2024 - Streamlining Testing in a Large Python Codebase
EuroPython 2024 - Streamlining Testing in a Large Python Codebase
 

How Customers Choose Solutions Providers 2009

  • 1. How Customers Choose Solution Providers, 2009: The Importance of Personalization, Epiphanies, and Social Media ABBREVIATED SUMMARY Final Data Report | September 2009 Prepared by: Julie Schwartz Senior Vice President Thought Leadership and Research ITSMA Katie Espinola Senior Research Analyst ITSMA Olivier Nguyen Van Tan Managing Director PAC AND Final Data Report | Abbreviated Summary | F016AS
  • 2. Summary: How is buyer behavior changing? Cost containment is giving way Recovery is around the corner in 2010. Prepare now. to innovation and expansion. Social media usage is up. Almost non-existent two years ago, social media is If you are not now becoming central to the technology-based already playing, solutions buying process. get in the game. Buyers want marketing to add Only thought leadership will capture buyers’ attention Invest, collaborate, value. and keep them engaged. and innovate. Expectations for A strong reputation and proven track record are table Do your personalization and stakes. Today, buyers expect you to know and homework. customization are higher. understand their unique business issues. There are many paths to reach There is no silver bullet marketing tactic. You need a Find your buyers. combination of on- and off-line channels to create customer’s demand and generate and nurture leads. preference. Everything seems to be Facing tighter budgets and a demand for greater Develop reusable important. personalization, marketers have a resource issue. campaign assets. How can you stand out in such a market? You need Partner with sales. to differentiate account by account with precision- targeted value propositions. Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 2
  • 3. The recovery is in sight for 2010 PAC Forecast: Worldwide IT Spending (in million USD) CAGR $1,586,337 2009–2013 $1,489,473 $1,404,450 4.5% $1,332,099 $1,340,224 IT Services 789,849 (CAGR 4.6%) 742,601 701,893 660,414 670,253 Software Products 288,869 310,124 271,487 (CAGR 4.8%) 256,660 258,962 Hardware 415,026 411,009 415,026 458,003 486,364 (CAGR 4.0%) 2009 2010 2011 2012 2013 Source: PAC, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 3
  • 4. We entered this recession with lean IT spending; little room to cut compared to the previous recession What is happening to your IT spending (including hardware, software and IT services) so far in 2009? Compared to 2008, has your 2009 budget… % of Respondents (N=355) 25 15 15 14 14 11 7 Strongly Decreased Slightly Stayed more Slightly Increased Strongly decreased (between -5% decreased or less the increased (between +5% increased (more than and -10%) (between -2% same (between +2% and +10%) (more than -11%) and -4%) (between -2% and +4%) +11%) and +2%) Source: ITSMA and PAC, How Customers Choose Study, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 4
  • 5. Companies are either protecting themselves from a riskier environment and/or making the most of their current IT resources What are the top Back-up, archive, disaster recovery 50 three technologies IT security 34 IT optimization 33 that you consider as Virtualization 28 priorities for your Microsoft .NET 16 company in 2009? Cloud computing 13 % of Respondents Risk and compliance 13 (N=352) Web technologies (HTML, PHP, etc.) 12 Open source 10 Java 9 Systems maintenance 8 Networking 7 ERP 7 Business intelligence 7 Unified communications 7 Green IT 4 Collaboration tools and technologies 4 CRM 3 Systems upgrades 3 Mobility 2 SOA 1 Note: Up to three responses allowed. Other 7 Source: ITSMA and PAC, How Customers Choose Study, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 5
  • 6. Now, more than ever, marketers need to base their activities on customers’ buying processes ITSMA’s Relationship Model/Buying Process Relationship Stage 1. Stage 2. Stage 3. Stage 4. Stage 5. Stages EPIPHANY AWARENESS INTEREST CONFIDENCE LOYALTY Buying Need Search Alternative Selection and Post-Purchase Processes Recognition Evaluation Purchase Evaluation  Explore the  Clarify objectives  Finalize the  Select the  Evaluate possibilities and solution short list provider satisfaction specifications  Identify a need  Solicit proposals  Negotiate the  Measure value or opportunity  Identify contract delivered  Evaluate alternatives alternatives  Ultimate sign-off (short list) Source: ITSMA, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 6
  • 7. Stage 1. Create demand. Help potential customers identify problems and opportunities Relationship Stage 1. Stage 2. Stage 3. Stage 4. Stage 5. Stages EPIPHANY AWARENESS INTEREST CONFIDENCE LOYALTY Buying Need Search Alternative Selection and Post-Purchase Process Recognition Evaluation Purchase Evaluation  Explore the  Clarify objectives  Finalize the  Select the  Evaluate possibilities and solution short list provider satisfaction specifications  Identify a need  Solicit proposals  Negotiate the  Measure value or opportunity  Identify contract delivered  Evaluate alternatives alternatives  Ultimate sign-off (short list) Epiphany  Create idea- and trend-based thought leadership Marketing Process  Help clients discover and respond to the most important business issues they face  Take clients out of the day-to-day to collaborate and spark new ideas  Arm partners/sales/business developers with content Source: ITSMA, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 7
  • 8. Solution providers are only moderately helpful at sparking epiphanies How helpful are solution providers in bringing you new ideas and showing you the possibilities to solve your business challenges? % of Respondents (N=355) Not at all helpful = 1 10 2 17 3 34 Mean = 3.2 4 23 Very helpful = 5 16 Note: Mean rating based on a 5-point scale where 1=not at all helpful and 5=very helpful. Source: ITSMA and PAC, How Customers Choose Study, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 8
  • 9. Stage 2. Generate Leads. Make it easy for potential buyers to find you Relationship Stage 1. Stage 2. Stage 3. Stage 4. Stage 5. Stages EPIPHANY AWARENESS INTEREST CONFIDENCE LOYALTY Buying Need Search Alternative Selection and Post-Purchase Processes Recognition Evaluation Purchase Evaluation  Explore the  Clarify objectives  Finalize the  Select the  Evaluate possibilities and solution short list provider satisfaction specifications  Identify a need  Solicit proposals  Negotiate the  Measure value or opportunity  Identify contract delivered  Evaluate alternatives alternatives  Ultimate sign-off (short list) Awareness  Develop and implement integrated awareness campaigns—on- and off-line Marketing Process  Balance both push and pull marketing  Amplify reputation through word of mouth marketing  Work with sales to develop solution-specific value propositions Source: ITSMA, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 9
  • 10. When companies identify a need, they proactively seek out alternative solutions When you have a business problem that requires a technology-based solution, what percentage of the time would you say you do research and find appropriate solution providers versus them contacting you first? Mean % of Time (N=355) The solution provider contacts me first (37%) I do the research and find the appropriate solution providers (63%) Source: ITSMA and PAC, How Customers Choose Study, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 10
  • 11. Buyers rely on their colleagues to point them to alternative solutions; nothing else comes close Total What are the Speak to colleagues for referrals 33 17 19 68 first three Do an online search including, company websites, 11 14 14 39 steps you take whitepapers, podcasts, Webcasts, etc. to identify Speak to your existing solution providers and 9 13 11 32 alternative hardware and software vendors solutions? Get advice from consultants 9 8 12 28 % of Check the blogosphere, social networks, or online 8 Respondents chat boards 10 11 27 (N=355) Speak to or check publications of industry 8 11 5 23 analysts such as Gartner, PAC, IDC Speak to or check publications of financial 6 8 6 19 analysts such as Merrill Lynch or Goldman Sachs Read business and trade publications 5 6 9 19 Pay closer attention to advertisements 6 5 5 15 Respond to emails and cold calls from consultants 4 5 6 14 or solution providers Other 1 1 Note: Numbers may not add up due to rounding. Step One Step Two Step Three Source: ITSMA and PAC, How Customers Choose Study, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 11
  • 12. Three-quarters of buyers are using social media in the purchase process—that’s huge! Which of these Web-based tools do you use to gather information and communicate with colleagues during the purchase process? % of Respondents (N=350) Which of these Web-based tools do you use to gather information and communicate with colleagues during the purchase process? % of Respondents (N=264) None LinkedIn 58 (25%) (75%) Blogs 50 Facebook 47 Twitter 41 Plaxo 39 Note: Multiple responses allowed. Source: ITSMA and PAC, How Customers Choose Study, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 12
  • 13. US buyers trail their European and Brazilian peers when it comes to social media…by a lot! Which of these Web-based tools do you use to gather information and communicate with colleagues during the purchase process? (By country) % of Respondents US UK France Germany Brazil (N=170) (N=50) (N=50) (N=50) (N=30) 2 6 6 7 45 None Source: ITSMA and PAC, How Customers Choose Study, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 13
  • 14. Stage 3. Personalize and customize. Know the buyer’s unique business issues Relationship Stage 1. Stage 2. Stage 3. Stage 4. Stage 5. Stages EPIPHANY AWARENESS INTEREST CONFIDENCE LOYALTY Buying Need Search Alternative Selection and Post-Purchase Processes Recognition Evaluation Purchase Evaluation  Explore the  Clarify objectives  Finalize the  Select the  Evaluate possibilities and solution short list provider satisfaction specifications  Identify a need  Solicit proposals  Negotiate the  Measure value or opportunity  Identify contract delivered  Evaluate alternatives alternatives  Ultimate sign-off (short list) Interest  Develop and implement coordinated, multiphase, multichannel lead Marketing Process nurturing programs  Turn qualified leads over to sales  With sales, develop targeted value propositions based on knowledge of the customers’ business issues Source: ITSMA, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 14
  • 15. Today, everything is important; no particular attributes stand out When evaluating alternatives and selecting the company to help you implement the solution, how important are the following to your decision? Mean Rating (N=355) A commitment to deliver measurable business results 3.5 Knowledge and understanding of your unique business issues 3.5 Available resources to meet deadlines and speed time to market 3.5 Quality of software support 3.4 Knowledge and understanding of your industry 3.4 Previous experience with your company 3.3 A proven track record backed by customer references 3.3 A highly-tailored, customized solution 3.3 IT skills and certifications 3.2 Proactively offered innovative and insightful ideas 3.2 Thought leadership on the solution areas you are most interested in 3.2 Local presence 3.0 Offshore and nearshore resources 2.9 International presence 2.9 Note: Mean rating based on a 5-point scale where 1=not at all important and 5=very important. Source: ITSMA and PAC, How Customers Choose Study, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 15
  • 16. Stage 4. Provide proof points to mitigate risk Relationship Stage 1. Stage 2. Stage 3. Stage 4. Stage 5. Stages EPIPHANY AWARENESS INTEREST CONFIDENCE LOYALTY Buying Need Search Alternative Selection and Post-Purchase Processes Recognition Evaluation Purchase Evaluation  Explore the  Clarify objectives  Finalize the  Select the  Evaluate possibilities and solution short list provider satisfaction specifications  Identify a need  Solicit proposals  Negotiate the  Measure value or opportunity  Identify contract delivered  Evaluate alternatives alternatives  Ultimate sign-off (short list) Confidence  Provide TCO/ROI data and tools Marketing Process  Mitigate risk via case studies, references, and demos  With sales, develop targeted, role-based value propositions  Provide sales with proposal development support Source: ITSMA, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 16
  • 17. The attributes that are most differentiating during the selection process are relationship-based Think about a recent competitive bid situation. Which of these factors truly differentiated one solutions provider from another? % of Respondents (N=355) The company that knew our business needs better than the others 36 The company with which we had a past relationship, so we knew what to expect 29 The company with better client references 29 The company that brought all the right resources into the selling process 28 The ―safer‖ choice based on brand reputation 26 The company that was more collaborative throughout the selling process 25 The company that brought more new thinking and ideas to the selling process 23 The company that offered the better price 22 The company with the strongest recommendations from analysts or consultants 22 The company that had the best knowledge of the technology 20 The company that was more open and upfront than the others 19 The company with the best understanding of the industry 10 Other 1 Note: Up to three responses allowed. Source: ITSMA and PAC, How Customers Choose Study, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 17
  • 18. Stage 5. Measure and communicate the value you provide Relationship Stage 1. Stage 2. Stage 3. Stage 4. Stage 5. Stages EPIPHANY AWARENESS INTEREST CONFIDENCE LOYALTY Buying Need Search Alternative Selection and Post-Purchase Processes Recognition Evaluation Purchase Evaluation  Explore the  Clarify objectives  Finalize the  Select the  Evaluate possibilities and solution short list provider satisfaction specifications  Identify a need  Solicit proposals  Negotiate the  Measure value or opportunity  Identify contract delivered  Evaluate alternatives alternatives  Ultimate sign-off (short list) Loyalty  Provide tools to measure ongoing value delivered and progress toward Marketing Process customers’ solution KPIs  Manage advocacy, reference, and community-building programs  Work with sales to monitor and nurture customer satisfaction Source: ITSMA, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 18
  • 19. The most common relationship-building programs are business content focused, small and personal In which of Executive-level business events (e.g., seminars, meetings) 60 these solution Private briefings 57 provider relationship- One-on-one, executive-to-executive relationships 57 building Small, intimate, local peer networking events 52 programs do Client reference programs 51 you Online communities/social networking that the solution 50 participate? provider facilitates Dedicated ―microsite‖ or portal for your company with % of information about their project work and thought leadership 49 Respondents Account-based or one-to-one marketing programs 49 (N=355) Customer advisory councils or boards 45 Social or recreational activities (e.g., golf outings, dinners) 44 Joint PR/advertising/co-branding 41 Other 3 Note: Multiple responses allowed. Source: ITSMA and PAC, How Customers Choose Study, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 19
  • 20. Research Methodology  355 telephone interviews  Conducted June and July 2009  Five countries: – US – UK – France – Germany – Brazil Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 20
  • 21. Who did we speak to? Are you a business or IT professional? What is your job title? % of Respondents (N=355) % of Respondents (N=355) Manager (16%) C-level, GM, President (37%) Business Director IT (50%) (17%) (50%) VP/Assistant VP (30%) Source: ITSMA and PAC, How Customers Choose Study, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 21
  • 22. Geographic Distribution Country % of Respondents (N=355) Brazil (9%) Germany (14%) US (49%) France (14%) UK (14%) Source: ITSMA and PAC, How Customers Choose Study, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 22
  • 23. Which companies were included in our sample? Approximately, what is your company’s What is your company’s primary business? annual revenue, is it ___? % of Respondents (N=355) % of Respondents (N=355) 7 Other 23 22 7 Business services 10 15 Financial services (e.g., banking, insurance, 14 14 11 investments) 13 Public sector (federal and state or large local 11 only, NOT education) Retail/distribution 12 Energy/utilities 13 Healthcare $200– $500– $1– $5– $10– Over 499M 999M 4.9B 9.9B 20B $20B 14 Communications (telcos, media, entertainment) Manufacturing (consumer and industrial 15 products) Source: ITSMA and PAC, How Customers Choose Study, 2009 Final Data Report | Abbreviated Summary | F016AS How Customers Choose © 2009 ITSMA and PAC. All Rights Reserved. 23
  • 24. Contact Julie Schwartz Olivier Nguyen Van Tan Senior Vice President Managing Director Thought Leadership PAC and Research o.nguyen@pac-online.com ITSMA Phone: +1-646-277-7255 jschwartz@itsma.com Cell: +1-917-744-7902 +1-781-862-8500, Ext. 112 Katie Espinola Senior Research Analyst ITSMA kespinola@itsma.com +1-781-862-8500, Ext. 114 Final Data Report | Abbreviated Summary | F016AS How Customers Choose AND © 2009 ITSMA and PAC. All Rights Reserved. 24