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Changing shape

The economic crisis may not have fundamentally changed the buying behaviour for large sourcing projects in Europe, but trends indicate that organisations want service providers to take on bigger risk in terms of service deliverables. Research firm Ovum believes that a longer sales cycle, tight budgets and the pressure on margins all indicate that the quality of service delivery will emerge to be the key battleground for the next 18 months. Vendors have taken note of this and are accordingly shaping up to meet the demands of the markets.