Gartner Blog Network

Category: 'support-messaging' Blog Posts

from the Gartner Blog Network

The Sorry State of Services Differentiation at OOW14

by Rob Addy  |  October 3, 2014

As the last remnants of OpenWorld are being removed from Howard Street I thought I’d look back at the broader Service Provider community contribution to the event. SIs and Managed...

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When is a product not (really) a product?

by Rob Addy  |  September 29, 2014

Larry Ellison appears to believe that the number of products Oracle sells is important. In his view, more is better. But reviewing his OpenWorld keynote slides from yesterday, many of...

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Services Marketeers must become Masters of Misdirection...

by Rob Addy  |  June 4, 2013

Services marketing functions must master the "dark" art of misdirection whilst their services R&D relations manufacture next generation services that are capable of delivering magical customer experiences. Significant service quality...

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Proactive Penetration is Problematic but Pragmatism, Perseverance and Persistent Promotion Pays

by Rob Addy  |  October 4, 2012

Despite the seemingly obvious and massive benefits of prevention-based support services, customer adoption is sometimes still not what it could or perhaps should be. The reasons for this are numerous...

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Comments: 2

Nigel’s Back! (And this time it’s “Personnel”)

by Rob Addy  |  August 6, 2012

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...

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Support... Festering Jockstrap or Weapon of Choice?

by Rob Addy  |  March 2, 2012

To some, product support is the festering jockstrap of the IT industry. Sure, it holds things in place during the cut and thrust of everyday operations. It even helps one...

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Communication Creates Calm, Confounds Critics and Cements Customer Confidence...

by Rob Addy  |  February 10, 2012

Sometimes things go wrong. It's not inevitable but it happens. How one deals with it when the proverbial brown stuff hits the proverbial fan is one of the ways in...

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Comments: 1

Radar Plots of Goodness

by Rob Addy  |  February 1, 2012

In the past couple of postings we have looked at the half empty glass of support. Now let's look at the half full version. Support has many things to be...

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Comments: 1

Crack Dealer Rehabilitation - Part 1

by Rob Addy  |  January 24, 2012

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...

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