Abstract
How do firms keep abreast of new waves of information technology (IT) innovations such as CRM and Web services? Many engage IT research and analysis (R&A) firms such as Gartner Group and Forrester Research. But how do buyers of IT R&A offerings actually make use of these services, and how useful do they find them? Why do some companies choose not to use IT R&A services? We examine these questions in the context of a survey, and find that users and non-users of IT R&A services can be classified. Users fall into three groups: proactive, reactive and situational. Non-users are either cost-conscious or need-doubters. We compare the different groups and suggest the implications for management.
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