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Small and Medium Businesses Show Loyalty to Clecs,Again
Yankee Group, The, Jan 2003
Clecs are scoring high in SMB satisfaction and loyalty in 2002.As they did in 2001,SMBs gave higher satisfaction ratings to Clec providers than to their Ilec competitors.Except in a few areas,Ilecs saw major decline in favorable customer satisfaction -the worst coming from their Very Small Business customer base (SMBs with 2 to 19 employees). Three weak areas for Ilecs and Clecs are: Keeping customers informed of new products and services, Timely resolution of problems and installation of new services,and Understanding customer needs. As Ilecs continue to win 271 relief,competition with Clecs will intensify.With 271,Ilecs can offer a bundle of core services (local,long-distance,wireless and Internet access)on one bill for their customers -a major value proposition for SMBs.Clecs will continue to be formidable competitors if: They continue to provide superior customer service at a value price and They continue to get feet-on-the-street salespeople in front of prospects and customers. Ilecs have no choice but to quickly respond and to curb the erosion of SMB customer satisfaction.
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