| How to provide the desirable business outcome in international IT-projects - a cross-case analysis (2009) | |||||||||||
Abstract | |||||||||||
| Rising complexity of international IT projects has compelled service providers to re-define their customer-serviceapproach. This paper uses a case study method to identify critical success factors for customer interaction as ITservice providers run projects to deliver services to intra-firm end-users. Our analysis found that process-level,social and psychological factors were decisive in promoting successful provider-customer relationships. Threemajor factors - knowledge of the customer?s business and it?s need of IT-support, a close project collaborationand trustful, clear, understandable communication - are the cornerstone of successful IT service practices whencoupled with a clear customer-oriented value proposition. Therefore, we identified the bridgehead-concept asan effective method to close a lack of understanding between business and IT. Our results suggest that both theprovider and customer benefit from a close and iterative calibration of needs and services, with a high level oftransparency, to ensure process efficiency and customer satisfaction. | |||||||||||
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