Archives for February, 2012
by Rob Addy | February 28, 2012 | Submit a Comment
Rudyard Kipling’s inspirational poem ‘If’ first appeared in his collection ‘Rewards and Fairies’ in 1909. ‘If’ contains many maxims for life, and is seen by many as an excellent blueprint for personal integrity, behaviour and self-development. In today’s world of SAS 70, Sarbanes Oxley and COBIT procedures, compliance audits, corporate governance requirements and the like, [...]
Category: Support Processes Support Strategy Support Value Tags: Customer Experience, Predictive, Processes and Methodologies, role of support, Strategic Planning, Support, Support Quality, TRKFAM, Value Proposition
by Rob Addy | February 23, 2012 | 1 Comment
Support is rad. It’s hip. It’s cool. It’s very very trendy… Quite literally in fact. For the first time in over 4 years, Gartner has just published a Market Trends report specific to the Product Support space. It’s available now and is called “Market Trends: The Product Support Beast Awakens, Worldwide, 2012“. So what exactly [...]
Category: Support Strategy Support Value Tags: Gartner Product Support Maturity Scale, Internal perception, Market Perceptions, Market Trends, Predictive, Strategic Planning, Support Value Chain, Value Proposition
by Rob Addy | February 19, 2012 | Submit a Comment
Many vendors rely upon their support annuity stream for their very survival. Renewal revenue is also the foundation of growth. Without it, vendors must find and win a continuous flow of new business just to stand still. “Service stickiness” is a measure of the ability of a provider to retain its customers. Minimising revenue leakage [...]
Category: Support Strategy Tags: Customer Constituencies, Renewals, Stickiness, Support Value Chain, TRKFAM, Value Proposition
by Rob Addy | February 14, 2012 | 1 Comment
Reactive support is… always having to say you’re sorry. Saying you’re sorry is one thing. Being sorry and basing your future actions upon a desire to ensure that your partner doesn’t suffer the same fate again and again is something completely different. If a support provider allows its customers to find the same issue time [...]
Category: Customer Experience Support Value Tags: Customer Experience, Customer Perceptions, Gartner Product Support Maturity Scale, Predictive, Proactive, TRKFAM, valued contributor
by Rob Addy | February 10, 2012 | 1 Comment
Sometimes things go wrong. It’s not inevitable but it happens. How one deals with it when the proverbial brown stuff hits the proverbial fan is one of the ways in which support organizations differentiate themselves whether they mean to or not… Many support providers do not have formal response plans prepared for major issues. They [...]
Category: Customer Experience Support Messaging Support Processes Tags: Communications, Customer Experience, Customer Perceptions, Hardware Maintenance, Product Support, Reactive Break / Fix, Response Plans, Software Support, Status Updates, TRKFAM
by Rob Addy | February 6, 2012 | 4 Comments
December 2012 marks the end of a time period in the Mesoamerican Long Count calendar. Some believe this is because the world will end. Unix time ends on Tuesday, 19th January 2038. So assuming we are all still here next February, should we believe that the world will end in 2038? Did the POSIX committee [...]
Category: Support Processes Support Strategy Technologies Underpinning Support Tags: Gartner Product Support Maturity Scale, Hardware Maintenance, Predictive, Processes and Methodologies, Software Support, Support, Support Technologies, Support Value Chain, TRKFAM
by Rob Addy | February 1, 2012 | Submit a Comment
In the past couple of postings we have looked at the half empty glass of support. Now let’s look at the half full version. Support has many things to be duly proud of. It delivers real value. Admittedly, some providers deliver significantly more value under the product support banner than their competitors but that will [...]
Category: Support Messaging Support Value Tags: competitive advantage, Customer Constituencies, Customer Experience, Customer Perceptions, Customer Service, Gartner’s Fantasy Football Product Support Squad, Hardware Maintenance, Software Support, Support Quality, Support Value Chain, TRKFAM, Value Proposition
