Gartner Blog Network

Tag: 'trkfam' Blog Posts

from the Gartner Blog Network

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...

Read more »

Comments: 5

“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...

Read more »

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...

Read more »

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...

Read more »

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...

Read more »

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...

Read more »

“To know him is to love him”

by Rob Addy  |  March 6, 2012

Question:  What have Product Support, Dolly Parton, Linda Ronstadt and Emmylou Harris, Amy Winehouse and the Teddy Bears got in common? Answer:  The song that launched Phil Spector's career, “To...

Read more »

Comments: 4

"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...

Read more »

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...

Read more »

Comments: 1

Love is... Never Having to Say You're Sorry

by Rob Addy  |  February 14, 2012

Reactive support is... always having to say you're sorry. Saying you're sorry is one thing. Being sorry and basing your future actions upon a desire to ensure that your partner...

Read more »

Comments: 1