Entries Tagged as 'Strategic Planning'
by Rob Addy | August 9, 2012 | 2 Comments
A while back I brutalized a Kipling classic in the name of Product Support. Well, now it’s Wordsworth’s turn. “I Wandered Lonely as a Cloud” gets a revamp in aid of the myriad of knowledge marketplaces and developer exchanges that are now prevalent across the globe… Talent and expertise are no respecters of creed, geography [...]
Category: Support Strategy Technologies Underpinning Support Tags: Alternative Support Providers, competitive advantage, Processes and Methodologies, Strategic Planning, Support Technologies, TRKFAM
by Rob Addy | May 10, 2012 | Submit a Comment
Game theory and the desire to realize short term competitive advantage suggest that someone will eventually break open the support black box as a means to differentiate themselves. A Gartner poll of over a hundred practitioners showed that 73% of product managers and marketers in technology providers are “concerned” or “very concerned” about their competitors [...]
Category: Support Strategy Tags: Strategic Planning, support as a weapon, TRKFAM, Value Proposition
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 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
