Gartner Blog Network

Tag: 'processes-and-methodologies' Blog Posts

from the Gartner Blog Network

The Support Innovators Dilemma

by Rob Addy  |  December 10, 2012

Support innovation is non-trivial i.e. hard. So many potential projects... So little time... How can you secure funding to innovate your services if the business still see you as "just"...

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Comments: 1

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

Dear Santa...

by Rob Addy  |  November 20, 2012

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...

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Good Service is Just a Simple Game of Snap!

by Rob Addy  |  October 2, 2012

Efficiently matching customer needs and preferences to the optimal support representative (or representatives) is the secret of support success. Nothing more, nothing less. It's not necessarily about getting the most...

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Comments: 2

A Prevention Picture Paints A Thousand Words

by Rob Addy  |  August 19, 2012

Practically everyone agrees in principle that prevention is a good idea. Some people even agree that prevention is a realistic and attainable objective. Fewer people agree on the best way...

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Comments: 2

An Ode to Crowdsourcing

by Rob Addy  |  August 9, 2012

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...

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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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(Not So) Great Expectations

by Rob Addy  |  June 24, 2012

It can be said that user expectation is a primary measure against which support service quality can be determined.  The following equation shows the relationship between user satisfaction, service delivery...

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The Importance of Being Earnestly Confident...

by Rob Addy  |  June 19, 2012

Seemingly random activity looks desperate and erodes customer trust and faith. The importance of faith should not be underestimated. George Michael sang that he gotta have it. He was right....

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Never Ever forget to ask "Why?"

by Rob Addy  |  June 15, 2012

Over 14 years ago, All Saints inadvertently outlined the perfect support non-renewal analysis strategy in their UK number 1 hit “Never Ever”. Whilst most support providers rock back and forth...

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