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EXPERT ADVICE

Taking the Measurements of Customer Satisfaction

Most technology buyers understand that system capabilities represent only one part of the buying decision. Service after the sale, ease of doing business, and a commitment to meeting customer needs are also critical in selecting the right technology partner. Most vendors talk a good game when it comes to customer service, but these factors may seem difficult to assess in advance. Referrals and case studies, for example, may or may not serve as representative samples. Fortunately, one time-honored adage holds true: You are what you measure.

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