Gartner Blog Network

Tag: 'support-value-chain' Blog Posts

from the Gartner Blog Network

"Tis not enough to help the feeble up, but to support him after..."

by Rob Addy  |  October 21, 2013

Shakespeare's "Timon of Athens" had a point. Too many providers forget that they need to offer their customers a continual flow of value throughout their relationship. Over focusing on the...

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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

Premium Support – The Only Premium is the Price!

by Rob Addy  |  April 27, 2012

Premium support offerings should deliver, and be seen to deliver, premium value.  Unfortunately, many don’t. The product support service value proposition is based on 4 foundational elements: Mitigation of the...

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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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Eating the Total Cost of Support Elephant - Part 1

by Rob Addy  |  April 6, 2012

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...

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Comments: 5

"Reactive Uplifts are a Force for Good..." - Discuss

by Rob Addy  |  March 24, 2012

Last time we looked at a support premium uplift that I currently consider to be wrong on a variety of levels. This time I will explain why I believe that...

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Comments: 2

Are Extended Support Fees Immoral and Indefensible?

by Rob Addy  |  March 18, 2012

Requiring customers to pay an uplift for extended support is obscene. Or so some would say. Certainly on the face of it, extended support offerings do look less than good...

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Comments: 3

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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Support is Trendy Once More

by Rob Addy  |  February 23, 2012

Support is rad. It's hip. It's cool. It's very very trendy... Quite literally in fact. For the first time in over 4 years, Gartner has just published a Market Trends...

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Comments: 1

There Are Holes in Your Bucket...

by Rob Addy  |  February 19, 2012

Many vendors rely upon their support annuity stream for their very survival. Renewal revenue is also the foundation of growth. Without it, vendors must find and win a continuous flow...

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Comments: 1