Customers of ICT technologies are willing to pay for higher value services, more particularly if they are with the companies that gets the total value of IT. They ask vendors business value/ROI why they should pay for the services.End users engage consultants to improve services and support they receive from their vendor and channel partners.
Most clients complains about the service they want and need that they have paid for. The say that technicians they've talk to, don't know the technology as well as they should need to, they don't know how to talk in business language or even something like as keep appointments as originally planned.
Link: The decline of customer service in IT
