Ranking of IT enterprise customer loyalty: IBM's top four categories

Customer satisfaction is less important than loyalty. Walker information, a 65-year-old company that tracks customer loyalty, published its IT company loyalty ranking on Monday.

Phil bonsel, vice president of Walker, said the results show that customer loyalty is related to the company's financial performance. Companies with high customer loyalty have a high operating profit margin, the profit margin of enterprises with poor customer loyalty is negative.

Walker evaluated more than 50 brands in five main categories, including software, services, networks, servers and workstations, and storage systems. IBM participated in the selection of all five categories, ranking first in the four categories, but scored low in the Software category. Software accounted for 15% of IBM's revenue in the first half of this year.

The only company close to IBM in terms of products and services is Hewlett-Packard, but Hewlett-Packard only scores high in IT services. Hewlett-Packard's software, network, server, and storage system customers are not loyal. Sun's customers are not loyal to the company in terms of servers, software, and storage.

Some companies have a high score, but they only participate in a category-1 selection, such as Microsoft and SAP. Dell and Cisco are the only two companies with high scores in all the evaluation categories.

Some customers are loyal to a certain brand because they have no choice. 30% of enterprises said they fell into the trap of suppliers, and Walker did not publish a list of such companies. 23% of enterprises said that there is a high risk of suppliers losing their services, and only 44% said they are loyal to the suppliers.

Network Appliance ranks top in loyalty rankings with an unexpected revenue of $1.1 billion last year. The storage company's revenue is smaller than other top companies, the company created in 1992 is also the youngest among the listed companies.

Bonsel said that this standard would be too low if the company only meets customer satisfaction. He said: "Customers may feel satisfied, but whether they will buy more or even increase the number of purchases is another matter ." (Compilation: Sohu IT Unifytruth)

From: Sohu IT