Points of View
More IT Outsourcing / IT Services Research
Employ flexibility and integrity to woo enterprises with cultural affinity
One of the hardest things to do as an IT service provider is to differentiate. HFS analysts sit in on hundreds of briefing calls a year in which we hear about a supplier’s services. The remarkable thing is how undifferentiated some of these presentations are. Many spokespeople say the differentiator is their people, which we hear pretty much on every call we attend. We have to try not to roll our eyes if the call is on Zoom. The important part is that providers—and by extension, their spokespeople—must clearly understand their identity. They need to know which deals they’ll take, which they’ll turn down, where their people excel, and where they leave the work to partners. Once they have their identity pegged, they can work on embedding it in their culture.
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