Wie die CIOs von Panasonic, Roche und DHL ihre IT-Dienstleister managen

Taking the time to learn how the vendor operates can have big payoffs in maintaining a relationship that works for both sides. Understand the relationship between the vendor and the people who actually supply the service. That understanding can make a significant difference in how you should deal with a vendor, because the relationship affects the vendor lead’s clout and ability to resolve problems. CIOs can only negotiate around that structure if they are aware of it.

Becoming familiar with your vendor’s priorities and setup can also improve relationships with the contractor’s managers in remote locations. For example, if you sign a contract with a vendor based in New York for services rendered in your Indonesia office, learn whether the vendor’s on-site managers - who are accountable for service - have a financial stake in the success of the contract. This really underpins every part of the relationship.