Research Brief: Common Customer Complaints with Outsourcers and PS Firms

Retaining a professional services or outsourcing firm is one of the most gut-wrenching decisions an IT executive can make. Nevertheless, every day, they put their trust in both established and lesser-known IT services providers to complete work that their internal teams—whether due to lack of skills, resources, or time—cannot complete. From the perspective of the services provider, when these arrangements go wrong, knowing why your client is unhappy is the first step in continuous improvement.