Gartner Blog Network

Category: 'support-strategy' Blog Posts

from the Gartner Blog Network

Beware the Magic Mirror of Self-Delusion

by Rob Addy  |  October 16, 2013

Everything is wonderful. Your customers are satisfied. Or so your internal metrics suggest. You pay a fortune to collect and analyse the data. Of course it’s accurate and relevant. CSAT...

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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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Infrastructure Services 2013: Promote your value; Prevent their pain!

by Rob Addy  |  January 9, 2013

Infrastructure services providers must change. Today’s business models won’t work tomorrow. The transition will be hard. Some will fail. Providers must deliver demonstrable value, prevent operational and business pain and...

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Comments: 2

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

by Rob Addy  |  January 4, 2013

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...

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Comments: 2

The Ascent of Knowledge Mountain

by Rob Addy  |  November 25, 2012

Knowledge is power. Everyone "knows" that. But how does one attain it? There are no easy answers to that one. Analytical prowess will be the battleground for service providers in...

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Comments: 4

Change the view, not just the drapes.

by Rob Addy  |  November 17, 2012

All too often support portal refresh projects do little more than change the surface level look and feel of the customer self service experience. If the portal is supposed to...

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Let Guinness be Your Guide

by Rob Addy  |  October 12, 2012

The cloud is much more than a mere delivery mechanism. Much much more. Guinness know it. Learn from the liquid velvet creator. I urge every "Something-as-a-Service" provider to watch the...

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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

Kenny Rogers: Prophet of Portfolio Prioritization?

by Rob Addy  |  September 19, 2012

Recently I have been working with some providers who have extensive legacy service portfolios which are holding them back. They know it, I know it. They may not admit it...

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Outsourcing Armageddon

by Rob Addy  |  September 9, 2012

Traditional managed service provider's that fail to adapt to the changing marketplace are in danger of becoming an endangered species. Many of them don't realize this. But that doesn't make...

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Comments: 3