by Rob Addy | November 25, 2012 | 4 Comments
Knowledge is power. Everyone “knows” that. But how does one attain it? There are no easy answers to that one. Analytical prowess will be the battleground for service providers in 2013 and beyond. Are you ready to take the statistical fight to your competitors or will you be on the back foot when the time [...]
Category: Support Strategy Technologies Underpinning Support Tags: Analytics, Predictive, Processes and Methodologies, support as a weapon, Support Technologies
by Rob Addy | November 20, 2012 | Submit a Comment
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 descriptive letter to Santa Claus asking for presents that no toy manufacturer (be they staffed by magical elves [...]
Category: Support Operations Technologies Underpinning Support Tags: Analytics, Processes and Methodologies, support as a weapon, Total Cost of Support, Value Proposition
by Rob Addy | September 24, 2012 | 2 Comments
To paraphrase (ok, misquote completely) Ronald Coarse, “If you aggressively interrogate the data for long enough, it will confess everything and anything”. And yet, the inherent dangers of overly rigorous analysis are often completely ignored. Certainly, the phenomena of analysis paralysis is debated frequently. But the potential dangers associated with premature conclusion are rarely considered. [...]
Category: Support Processes Technologies Underpinning Support Tags: Analytics, Pre-emptive, Predictive
by Rob Addy | January 20, 2012 | Submit a Comment
…Shsssh! Don’t tell anyone, but “they” have inadvertently given me a login and password for the Gartner Bloggers Network. Not too sure who “they” are exactly but whoever they are they scare me. Obviously, it’s an administrative error and somewhere in Gartner Towers there is an earnest analyst figuratively running to his or her inbox [...]
Category: Support Strategy Support Value Tags: Alternative Support Providers, Analytics, Customer Constituencies, Customer Experience, Customer Perceptions, Customer Service, Gartner Product Support Maturity Scale, Gartner’s Fantasy Football Product Support Squad, Hardware Maintenance, Maintenance, Market Perceptions, Pre-emptive, Predictive, Proactive, Processes and Methodologies, Product Support, Reactive Break / Fix, Service Definitions, Software Support, Support, Support Consumers, Support Quality, Support Tax, Support Technologies, Support Value Chain, The Red Kipper Flies at Midnight, TRKFAM, Value Proposition
