Buying decisions, the impact of customer administration quality

Abstract: In the competitive market of Information Technology Maintenance Services, the understandings of the key components affecting sales are important to survive in the market. Centres of Excellence are created with the aim of being a more standardised and cost efficient solution for customer services. Is the quality of the vendor customer administration important in business-to-business sales and procurement situations? Furthermore, does it affect the next sale for the vendor? The overall purpose of this work is to give guidance in terms of how cost saving programs in the customer administration area can affect sales in a long-term perspective. The hypothesis; Past vendor customer administration quality does impact the customer decision to buy again from the same vendor; has been designed to show which key components within customer administration, such as invoices and disputes, impacts the decision.