This report identifies the pre- and post-sales IT services that are most valued by small and mid-sized enterprises. Info-Tech measures the performance of five types of suppliers -- OEMs, VARs, Sis, ISVs and Retail Stores – in their service delivery. The research provides guidance on how each type of supplier can make adjustments in their service offerings to improve customer satisfaction. Info-Tech's indepth channel research shows that six IT services dominate the decision-making process for SMEs: hardware implementation, equipment servicing, application configuration, technical training, pre-sale technical consultation and helpdesk services.
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