Entries Tagged as 'Internal perception'
by Rob Addy | April 2, 2012 | 2 Comments
Dr Seuss’s story of “Sam I am” and his reluctant friend’s aversion to trying new things is a cautionary tale for the support industry. In it, Sam attempts to convince his “friend” of the merits of Green Eggs and Ham over and over again. Eventually, after the friend has tried everything they can to avoid [...]
Category: Customer Experience Support Operations Support Processes Support Strategy Tags: Customer Constituencies, Internal perception, Processes and Methodologies, Product Support, Strategic Planning, support as a weapon, TRKFAM
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 | January 28, 2012 | Submit a Comment
According to the UK government; “Tax doesn’t have to be taxing”. But I guess they would say that, seeing as they require millions of UK taxpayers to do the paperwork for them through self-assessment… Self-assessment or self-analysis is an interesting concept. Can we ever truly be objective? Do we have the capacity to see ourselves [...]
Category: Support Operations Support Processes Support Strategy Support Value Tags: competitive advantage, Customer Service, Gartner Product Support Maturity Scale, Hardware Maintenance, Internal perception, Market Perceptions, Processes and Methodologies, Product Support, role of support, self-assessment, Software Support, Support, support as a weapon, Support Quality, Support Value Chain, TRKFAM, Value Proposition, valued contributor, where does support fit in?