Like any long-term coupling, the relationship between business customers and technology service providers can break down. In some cases, customers are swayed by aggressive salespeople with oversized promises and purchase systems that can’t be fully implemented by the vendor’s project team and do not deliver the desired cost efficiencies or performance. Conversely, the scope of a customer’s project may be ill-defined and shift over time, or customer expectations may be so high that regardless of what the vendor or outsourcing provider delivers, the customer will be unsatisfied. In addition, due to advances in technology and the marketplace, what was conceived as a forward-thinking solution a year ago may seem less attractive to the customer today.
When disputes arise during a large or complex deal, the parties are typically wary of running to court due to economic and publicity concerns, and only seek legal action after a protracted series of renegotiations and attempts to resolve technical issues. Thus, an information technology-related dispute between well-known entities that goes to trial is a rare occurrence.
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