July 23, 2003 -- (WEB HOST INDUSTRY REVIEW) -- Web hosting companies must automate their operations in order to achieve long-term success, according to a report by the Yankee Group (yankeegroup.com).
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"Web hosts need to establish repeatable, automated processes for long-term business viability. Executives must be strategists and cannot become entrenched in day-to-day issues such as putting out fires and answering customer calls," the company said. "Companies must implement business processes to decentralize knowledge centers, disseminate information, and create procedures for workflow and documentation of policies. Failure to do so will result in excessive cost, service disruptions, poor customer service, high churn, limited insight into the business and customer needs, inconsistent platforms, and scalability issues."
The research firm also recommended that hosting providers operate efficiently, provide quality customer service and support, and build long-term reseller and distribution channels in order to generate profits and achieve long-term growth.
Based in Boston, the Yankee Group is a technology research and consulting firm covering communications, IT products and services.
