One in 10 SMBs relies on ‘gut feeling’ when buying IT


One in 10 SMBs relies on ‘gut feeling’ when buying IT

UK SMBs are receiving inadequate customer support and intelligence prior to making crucial technology buying decisions, according to a study commissioned by Cisco.

According to the survey of 400 UK SMBs, nearly half of firms (42%) feel left in the lurch after buying technology, due to insufficient post-sales support or training.

The second largest complaint blighting IT buying, highlighted by 41% of the respondents, was the feeling of having enterprise scale technology imposed on them, as opposed to products tailored to their size.

The research highlighted a split in terms of "savvy" IT procurement decision-making, and uninformed technology choices. A large proportion of tech decision-makers conduct sound research in magazines and journals (57%), seek advice from peers in other companies (38%) and external business consultants (38%) prior to buying IT.

However, 13% of respondents make their decisions based on gut feeling. This trend was especially prevalent among very young start-ups where over one in five selected technology on gut feeling as opposed to specific research. Despite facing significant barriers to their purchasing, the research reflected a high degree of confidence in IT.

The companies credited technology with multiple benefits for their businesses, including 77% experiencing improved customer service, 76% experiencing improved productivity and 45% using technology to compete on a level playing field with competitors.  Despite a great appreciation of the business benefits of IT, due to a lack of resources 36% of SMBs are not able to employ an IT manager with the knowledge to maximise their IT investment.

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