Shifting Customer Expectations Will Affect Adoption of Outsourced Cloud Service Delivery Models, According to IDC

©IDG Communications, Inc. Photo contributed by Matthew Mikaelian.

IDC News Release, 10/8/10

Recently published demand-side research by International Data Corporation (IDC) reveals that the move toward outsourced cloud services will dramatically change the requirements that outsourcers and service providers will need to meet to align with the performance and relationship expectations of customers.

The study, U.S. Customers Give Outsourcers a Thumbs Up in Performance, But Expectations Are on the Rise with the Move Toward Outsourced Cloud Services (Doc #222817), indicates access to new delivery models (e.g., cloud, software as a service [SaaS]) is becoming very important. This increased need to use these new models is going to significantly elevate customer expectations regarding the performance of their providers and subsequently change their relationship with providers. Changing customer expectations will require that providers, particularly “traditional” outsourcers such as – IBM, HP, CSC, Accenture, Wipro, TCS, Infosys, Capgemini, and Fujitsu – radically alter their current outsourcing business models.

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