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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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3.2. Establish Customer Buy-In Early

Success begins and ends with customer satisfaction. The portfolio of services and associated cost models must be developed with the customer in mind and must align with the customer's goals and objectives, and satisfy their overall requirements. Simply put, you must take a customer approach. This is why we have dedicated a whole chapter to "Taking a Customer Approach."

With some exceptions, the majority of the customer's goals, objectives, and requirements can be anticipated for the most part. They require a larger offering of predictable, high-quality services delivered consistently and quickly, all for less money. With technology turning over every six months and the Internet and telecommunication "explosion," ...

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