I found this article at InformationWeek.com interesting: The #1 desired quality of a "most-trusted technology vendor" is capable tech support
There is a neat sidebar describing how winemaker Gallo evaluates vendors. They use a 12-point review process; half of which rates the company and half the product or service. The innovative part is where they also ask the vendor to rate themselves on the same criteria and then look for wide variances in the scores to identify perception gaps for closer analysis. Check it out for yourself.
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