Operations | Monitoring | ITSM | DevOps | Cloud

Your Mean Time to Resolution (MTTR) has likely stayed flat for three or four quarters. The investment was real: scheduling tools, dispatch optimization, new training modules, and more technicians. Operations reviews still dissect response time, travel time, and wrench time. The metric still refuses to move. Most field service leaders measure MTTR from the start of the repair to the moment the asset returns to service.

When profits miss plan, marketing is the budget line most likely to be cut. The CMO Survey found that marketing expenses are cut 45.4% of the time in that scenario, more often than any other expense category. Most marketing teams have more data than ever. Finance still discounts much of it, because few of those numbers connect spend to business outcomes. The pressure is structural. Gartner’s 2026 CMO Spend Survey shows marketing budgets flat at 7.8% of company revenue.

A roadmap for the Telecom, Media, Entertainment, and Gaming industries.

Most technology distribution leaders can show stable renewal performance. That number rarely tells the full retention story. According to Forrester, current customers account for 61% of B2B revenue through renewal and expansion. Retention is a revenue-protection issue, not a dashboard metric reviewed after the quarter closes. Beneath those numbers, a quieter problem builds across the channel ecosystem.