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 | August 6, 2012 | Submit a Comment
Most support providers suddenly get squeamish when I ask them what they are doing to actively reduce the internal IT operations labour requirement for their customers. They stare at their feet, start mumbling into their coffee cups and generally do anything to avoid making eye contact. I’m not saying they need a “Sack a Sys [...]
Category: Support Messaging Support Strategy Support Value Tags: crash diets vs. lifestyle changes, Gartner Product Support Maturity Scale, Processes and Methodologies, support as a weapon, TCoS, Total Cost of Support, TRKFAM, Value Proposition, where does support fit in?
by Rob Addy | April 6, 2012 | 5 Comments
I had a call last week with an organization that is spending 20 times as much as the support premium they are paying to their software provider for a full-time team of 18 sub-contractors to operate and manage the solution on a day to day basis. This 2000% cost uplift isn’t intended to cover incremental [...]
Category: Support Strategy Support Value Tags: Processes and Methodologies, Support Value Chain, TCoS, Total Cost of Support, TRKFAM, Value Proposition
