Gartner Blog Network

Tag: 'trkfam' Blog Posts

from the Gartner Blog Network

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

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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Product Support: Fifty Shades of Grey?

by Rob Addy  |  July 9, 2012

Damn, it was stiff. He applied some lubrication to aid his entry. Muscles twitching from the strain, he grunted from his exertions. She was being difficult. But her resistance only...

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Comments: 4

Eurovision 2012 - Lessons from Baku

by Rob Addy  |  May 25, 2012

After watching the two Eurovision semi finals this week I am struck by many thoughts. Why didn't Austria's rapper with his pole dancing dominatrix accompaniment get through? Is there a...

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Breaking the Software Support Bundle – Do it to them before they do it to you?

by Rob Addy  |  May 10, 2012

Game theory and the desire to realize short term competitive advantage suggest that someone will eventually break open the support black box as a means to differentiate themselves. A Gartner...

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Demonstrate Value Daily – Make Monthly Metrics Montages Matter!

by Rob Addy  |  May 6, 2012

Support related reporting packs MUST evolve from backward looking accounts of provider and product failure to include as much detail about what went right as well as what went wrong....

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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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(Don't) Support Mobility Madness

by Rob Addy  |  April 13, 2012

Mobile support apps aren't necessarily bad or pointless; it's just that we haven't seen any examples of good ones yet. Many support providers have put the need to "go mobile"...

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Comments: 1