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Forrester Exec: Strong Customer Experience Vital to Growing Revenue, Cutting Service Costs

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September 28, 2016

MSPs can cut costs, charge more, and strengthen their brand preference by investing in customer experience, according to a leading IT research firm.

Customer experience has grown increasingly important in recent years thanks to the rise of social media, an increased rate of technology change and a lack of control over the flow of information, according to Harley Manning, vice president and research director at Cambridge, Mass.-based Forrester Research.

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