Fortunately for resellers, most customers are satisfied. Nine in 10 corporate buyers would do business with their VARs again, CIS found. For resellers that fall short of expectations, the price is steep. Half of business buyers will end relationships when their providers are unresponsive and three-fourths sever ties when solutions miss the mark. Big businesses complain the loudest and attribute twice as much importance as smaller firms do to relationship problems.
Small businesses have their own distinguishing characteristics .
Only a third of small-business buyers are referred to VARs by vendors, compared to half of large customers. The margin of error on 400 responses is 4.9 percent.