IT vendors to increase customer support staffing by 40% a year through 2008

IDC estimates that staffing of the Customer Experience function in IT vendor companies will grow by over 40% per year through 2008. Organizations that have previously invested in customer experience leadership expect their teams to grow more than 80 percent during the same period. IDC finds that IT vendors are beginning to focus on an end-to-end orientation, looking beyond customer satisfaction to include prospects and buyers in their customer experience efforts.