For Sourcing & Vendor Management Professionals

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	June 29, 2009 Enterprises Need Innovative Telecom Service Options And Flexibility To Address Cost Pressures by Brownlee Thomas, Ph.D. with Christine Ferrusi Ross, Sean Galvin, Elizabeth Rose	Average: 9  (1 rating)

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Executive Summary

The global economic recession is extracting a heavy toll on enterprise IT budgets. As a result, sourcing and vendor management executives at multinational firms responsible for network and telecommunications (N&T) are looking for improved flexibility and innovation in service pricing and delivery, along with concessions to help them justify their vendor and service choices. To help clients set expectations on how far they can reasonably push their service providers to be more attentive, responsive, and flexible, we interviewed 29 reference customers of nine major international telecom operators about customer satisfaction. We also used data from two recent Forrester surveys to: 1) identify global multinational enterprise (MNC) N&T service buyers' priorities over the next year; and 2) compare enterprise customers' biggest vendor relationship challenges with some of the largest North American and European network operators. Based on our analysis, Forrester recommends vendor consolidation to remove extraneous players and create a strategic N&T environment and the use of specialists and smaller or regional players for innovative, lower-cost service delivery options.

TABLE OF CONTENTS

• Global Firms Feel Strong Downward Pressure On Telecom Service Budgets
• How Customers Rate Their Global Telecom Providers' Ease Of Doing Business

RECOMMENDATIONS

• Consolidate But Multisource For Higher Satisfaction

WHAT IT MEANS

• Service Providers Need To Pay Closer Attention To Customer Pain

ALTERNATIVE VIEW

• Many Firms Will Focus Only On Cost
• Supplemental Material
• Related Research Documents

This is an excerpt

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