In 2009, the Black Book IT ERP management outsourcing client/user survey investigated over 550 contracts held by 1,888 of the top outsourced ERP management spending corporations and organizations globally.
Key finding: most important customer satisfaction KPIs
Customization, interfaces, reliability and deployment are the most important attributes influencing client companies’ satisfaction with their ERP outsourcing providers.
Key finding: ITO infrastructure vendor satisfaction is highest among midmarket vendors
Clients with annual revenues from $100m to $1 billion are significantly more satisfied with their ERP outsourcer than are large market cap clients. Strong satisfaction in the mid-market segment surged to 82.5% in 2009, while large market ($1 billion-plus in annual revenues) maintained a strong satisfaction in 74.8% of all clients.