As a customer, do you feel you get more value from a retainer service or a detailed billing of the services you have used? The retainer invoice may be very predictable, but it does not permit you to control the amount or level of service provided.
Now think about the perceptions that your customers may have about allocations vs. itemized billing of IT services. It is most likely challenging for them to see where their costs reside in terms of business as usual and new initiatives (products, services, cost reductions, growth). When the cost of daily operations and development isn’t clear, the business decisions for new initiatives become intuitive and not fact-based.
A Business …
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