Gartner Blog Network

Category: 'support-processes' Blog Posts

from the Gartner Blog Network

"Automation" is the Answer; But what was the Question?

by Rob Addy  |  June 4, 2012

“Automation” is a catch all term used by service providers to explain away projected productivity and margin improvements on investor calls.  But what technologies fall under this banner and how...

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Comments: 2

Customer Advocacy is Nice. Product Advocacy is Much Nicer.

by Rob Addy  |  April 18, 2012

Products are lifeless inanimate things. How they are used determines the amount of business value that they deliver. Helping customers to use their products better is essential if they are...

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“Green Eggs and Ham” – A Support Parable?

by Rob Addy  |  April 2, 2012

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...

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Comments: 2

Bogus Benchmarking Brings Bedlam!

by Rob Addy  |  March 28, 2012

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...

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Gartner’s Product Support Maturity Scale Version 2 has arrived!

by Rob Addy  |  March 14, 2012

Sequels are inherently risky. Will it be “The Godfather Part 2” or “The Godfather Part 3”? Is it more of an “Empire Strikes Back” than a “Phantom Menace”?  Yes, sequels...

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Escaping the Product Support Quicksand

by Rob Addy  |  March 11, 2012

Do you remember what your life was like before you got a handle on managing the day to day trials of running a product support function?  Well many people are...

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"If" by Ruddy-Hard KPI-Thing

by Rob Addy  |  February 28, 2012

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...

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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

Prediction Provides Questions; Not Answers

by Rob Addy  |  February 6, 2012

December 2012 marks the end of a time period in the Mesoamerican Long Count calendar. Some believe this is because the world will end. Unix time ends on Tuesday, 19th...

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Comments: 4

The Joy of Self-Assessment

by Rob Addy  |  January 28, 2012

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...

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