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Most network providers understand the costs involved in securing new enterprise business. However, many fail to spend the required time to cultivate accounts and favorably position themselves for additional add-on and renewal business. This research note discusses some common problems that enterprises and service providers should consider to prevent customer dissatisfaction and a loss of enterprise business, such as:
- A service provider's first big mistakes.
- Why enterprises and their providers need a strong account plan.
- The impact of weak customer relationships and poor rapport.
Although this note focuses on network service providers, it is applicable to other telecom vendors. Both service providers and enterprises should consider the following points to help build stronger business relationships.