Analysis

Enterprise Technology Offerings Flexible Consumption Survey

Explore our findings on enterprise IT consumer preferences

Enterprise customers today want flexibility, affordability, and rapid access to leading-edge IT capabilities. Studies to date have addressed only pieces of the flexible consumption puzzle. Our survey aims to fill in the gaps.

Flexible consumption at the enterprise level

Organizations of all sizes have shown an increasing desire to consume IT goods and services flexibly—tapping into subscription services, usage-based models, “as a service” offerings, and “pay as you go” products. The growing trend of flexible consumption has been well documented.

Beneath the surface of the macro trend, many unknowns have remained. Studies to date have addressed only pieces of the flexible consumption puzzle—such as cloud-related or “as a service” spending.

  • Who is really making the decisions on flexible consumption at the enterprise level?
  • Why are some organizations slow to adopt flexible consumption?
  • Where are the opportunities—and what form do those opportunities take?
  • What factors influence decision-making?
  • How do enterprise customers prefer to interact with vendors when it comes to flexible consumption? (What kind of experience do they want?)

Deloitte’s Enterprise Technology Flexible Consumption Offerings Survey aims to build an understanding of current demand trends and buying patterns for enterprise customers evaluating technology offerings that employ a flexible consumption model. The study identifies pain points and potential improvements that vendors can address to enhance the customer experience, drive retention, and operate in an evolving market.

Pain points and potential improvements

Our study clearly identifies pain points and potential improvements that vendors can address to enhance the customer experience, drive retention, and operate in an evolving market. Among the findings of the survey are three significant revelations:

Leadership gap:
An overwhelming majority of CIOs and senior leaders are adopters of flexible consumption, while most senior IT managers remain hesitant buyers. Specifically, more than 90 percent of CIOs, IT senior vice presidents, vice presidents, and directors are adopters. Meanwhile, more than 60 percent of IT senior managers indicated they were hesitant to consume flexibly. The disparity could indicate that senior leaders are not reinforcing their flexible consumption philosophy among lower-ranking IT leaders. It also could indicate that vendors have an opportunity to find new in-roads at client organizations—to engage more actively with the top-level leaders while also helping educate senior IT managers on the value of flexible consumption.

A place for partners:
An overwhelming majority of adopters (more than 80 percent) indicate that value-added resellers and systems integrators are their preferred engagement channels for flexible consumption offerings
—versus engaging directly with vendors or service providers. For vendors, the finding indicates a sustained yet evolving role for channel partners, even as business models shift sharply toward digital. Channel partners still have an important place.

Engagement as essential:
More than half of adopters (about 60 percent) say that having a customer success manager would be very useful
—and more than 70 percent of adopters are willing to pay for such support if it provides additional value. The finding suggests that vendors might want to think about more than simply closing deals—extending their activities to focus on engaging, helping, and nurturing enterprise customers beyond the upfront sale.

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What is flexible consumption?

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