In 11 years’ of research, State of Flux has demonstrated one very consistent feature of the way organisations manage relationships with suppliers: they fail to invest in technology. In the decade that has seen an explosion in business-ready cloud-based software such as Salesforce.com and HubSpot, it is remarkable that for 86% of organisations, the main software for managing information about supplier relationships is Microsoft Excel.
The best supplier relationships build value for both parties. The worst end up in court. That’s where car rental company Hertz found itself with Accenture. It had waited three years for the global consultancy firm to build a new website and mobile apps it was happy with.