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Eating the Total Cost of Support Elephant – Part 1
I had a call last week with an organization that is spending 20 times as much as the support premium they are paying to their software provider for a full-time team of 18 sub-contractors to operate and...
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(Don’t) Support Mobility Madness
Mobile support apps aren’t necessarily bad or pointless; it’s just that we haven’t seen any examples of good ones yet. Many support providers have put the need to “go mobile” at the top of their...
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Customer Advocacy is Nice. Product Advocacy is Much Nicer.
Products are lifeless inanimate things. How they are used determines the amount of business value that they deliver. Helping customers to use their products better is essential if they are to...
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Premium Support – The Only Premium is the Price!
Premium support offerings should deliver, and be seen to deliver, premium value. Unfortunately, many don’t. The product support service value proposition is based on 4 foundational elements:...
View ArticleDemonstrate Value Daily – Make Monthly Metrics Montages Matter!
Support related reporting packs MUST evolve from backward looking accounts of provider and product failure to include as much detail about what went right as well as what went wrong. Focusing solely on...
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Breaking the Software Support Bundle – Do it to them before they do it to you?
Game theory and the desire to realize short term competitive advantage suggest that someone will eventually break open the support black box as a means to differentiate themselves. A Gartner poll of...
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Nigel’s Back! (And this time it’s “Personnel”)
Most support providers suddenly get squeamish when I ask them what they are doing to actively reduce the internal IT operations labour requirement for their customers. They stare at their feet, start...
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Outsourcing Armageddon
Traditional managed service provider’s that fail to adapt to the changing marketplace are in danger of becoming an endangered species. Many of them don’t realize this. But that doesn’t make it untrue....
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Proactive Penetration is Problematic but Pragmatism, Perseverance and...
Despite the seemingly obvious and massive benefits of prevention-based support services, customer adoption is sometimes still not what it could or perhaps should be. The reasons for this are numerous...
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Dear Santa…
My six year old has an uncanny habit of asking the impossible question. If it’s not a school run discussion on what part of you goes to heaven when you die, it’s an overly elaborate and highly...
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