Most technology buyers understand that system capabilities represent only one part of the buying decision. Service after the sale, ease of doing business, and a commitment to meeting customer needs are also critical in selecting the right technology partner. Most vendors talk a good game when it comes to customer service, but these factors may seem difficult to assess in advance. Referrals and case studies, for example, may or may not serve as representative samples. Fortunately, one time-honored adage holds true: You are what you measure.
How a vendor or technology provider measures customer satisfaction says a lot about how they will deliver. By learning more about a firm's approach to capturing and managing customer feedback, buyers can gain insight into the level of service they may expect after becoming a client. The right questions help determine whether prospective providers are really committed to meeting business needs. In simple terms, taking a moment to ask who, what, when, how and why can help separate the players from the posers.
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