Rob Addy

A member of the Gartner Blog Network

Entries Tagged as 'Internal perception'

“Green Eggs and Ham” – A Support Parable?

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: , , , , , ,

Support is Trendy Once More

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 […]

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Category: Support Strategy Support Value     Tags: , , , , , , ,

The Joy of Self-Assessment

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 […]

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Category: Support Operations Support Processes Support Strategy Support Value     Tags: , , , , , , , , , , , , , , , , , ,