December 21, 2000, 4:34 PM — Four out of 10 senior managers say their organization's technology decisions are driven by customers, compared with just 18% two years ago, concluded a new report issued by The Yankee Group, a Boston-based consulting firm. Only 20% saw their companies' technology strategies focused on product and service offerings, according to the report, titled "The Great Metrics Debate: What Works and What Does Not."
The study surveyed 100 high-level executives across numerous industries.
"The focus on the customer has never been greater, mandating the use of non-financial metrics such as customer satisfaction, in addition to financial measures such as payback and [return on investment]," said Gopi Bala, director of management strategies at the Yankee Group, in a statement.
Two-thirds of those surveyed expected their IT budgets to increase.