Rob Addy

A member of the Gartner Blog Network

Entries Tagged as 'Market Perceptions'


You are standing at the end of a road before a small brick building

by Rob Addy  |  January 4, 2013  |  3 Comments

Now is not the time for retrospectives. Now is not the time for musings of things yet to come. Now is the time for action. Where do you want to go? Who do you want to be? What do you want to achieve? We are at the start of a new chapter in the history […]

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Category: Support Strategy     Tags: , , ,

Product Support: Fifty Shades of Grey?

by Rob Addy  |  July 9, 2012  |  4 Comments

Damn, it was stiff. He applied some lubrication to aid his entry. Muscles twitching from the strain, he grunted from his exertions. She was being difficult. But her resistance only made his resolve harder. A cold bead of sweat trickled down his back. It was hellishly hot. She was hotter still. But he had a […]

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Category: Customer Experience Support Value     Tags: , , , , ,

Bogus Benchmarking Brings Bedlam!

by Rob Addy  |  March 28, 2012  |  Submit a Comment

Benchmarking data is a powerful tool. But it can be misused just as any tool can. Benchmarking data is meaningless unless the comparison is against something very very similar to a particular providers operation. Comparing restoration times for servers against switches against PCs against consumer electronics is bogus. Even within these asset classes it is […]

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Category: Support Operations Support Processes     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: , , , , , , , , , , , , , , , , , ,

Crack Dealer Rehabilitation – Part 1

by Rob Addy  |  January 24, 2012  |  Submit a Comment

It’s been almost a week now and my login credentials are still active. Better still, I have not yet been dragged from my bed in the middle of the night for some baseball bat-based “re-education” so all appears well… As we know, product support is not universally disliked in business circles although it sometimes feels […]

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

The Red Kipper flies at midnight!

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 […]

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