We at Forrester believe that a consistent customer experience builds a trusted brand. But that’s not the end of the story. Our own (and industry-wide) research shows it also leads to:
On that last point – it’s long been known that F1 clients enjoy a great customer experience from their network providers. I recently published a report to take a look behind the scenes as to why this is so, and what sourcing and vendor management professionals in other sectors can learn and apply to their own organizations. I found it’s a two-way street: Providers ensure that the F1 team’s network is reliable, always available, and delivers peak performance when needed, and F1 sourcing professionals provide the guidance, insight, and support to make sure providers know what teams need. This is as much a concern for CIOs as it is for sourcing professionals in their quest to win, serve, and retain customers.
The IT Director at Mercedes AMG Petronas, Matt Harris, told me that if it had been a pit lane service provider, a niche player, success would have been difficult to pull off. They knew latency was a huge concern, so chose Tata Communications, with its global and well-established inter-telco relationships, to mitigate that specific risk. In other words, the right network provider enables the business to focus on what they’re hired to do — not worry about the network.
Clement Teo is a Forrester senior analyst, serving sourcing and vendor management professionals with a focus on telco services in Asia Pacific. Read Clement’s report: “Driving Toward Communications Sourcing Excellence” and follow Clement on Twitter: @cteo_forrester. Blog: http://blogs.forrester.com/clement_teo
What have you seen great customer experience lead to? How can you be the leading light for your industry? Leave your comments below.
Tata Communications was the Official Connectivity Provider of Formula 1® between 2012 and 2019. Tata Communications was also the Official Managed Connectivity Supplier to Mercedes-AMG Petronas Motorsport, and Official Digital Transformation Partner to ROKiT Williams Racing until the end of the 2019 season.