Gartner Blog Network


The Red Kipper flies at midnight!

by Rob Addy  |  January 20, 2012  |  Submit a Comment

…Shsssh! Don’t tell anyone, but “they” have inadvertently given me a login and password for the Gartner Bloggers Network. Not too sure who “they” are exactly but whoever they are they scare me. Obviously, it’s an administrative error and somewhere in Gartner Towers there is an earnest analyst figuratively running to his or her inbox in eager anticipation of the chance to “connect” with the outside world. It must have been meant for someone else. Surely it’s a mistake. They’d never knowingly allow me to do this? They couldn’t? They wouldn’t? Would they? Anyhow… Not too sure how long it will be until someone in authority notices their error and revokes my access. But seeing as I have it, and for as long as it lasts, I may as well try and subvert the IT industry in my own little way using it 🙂

But first… a confession. Having been a vehement critic of blogging in the past I am holding my hands up to my own hypocrisy before someone else points it out. Yes, I have questioned the validity and purpose of blogging in the past. Yes, I have poked fun at those that seem incapable of believing in their own existence unless they can read about themselves on their iPhone. And yes, I have subconsciously wondered if the individuals concerned had too much time on their hands… But… that was then, and this is now.

So why am I doing this?  Well, to use yet another cliche…  I have a dream…

…or perhaps a recurring nightmare would be a more accurate description. In my dream / nightmare, the Product Support discipline is a highly respected and valued contributor within the IT community. Support executives are revered and lauded with accolades and trinkets lavished upon them at every opportunity. Support is the customer’s champion. Support is the aggregator of customer opinion. The shaper of customer requirements. The eliminator of issues. The advocate of prevention. The creator of customer value. The lynch pin of every successful technology provider. Without it, they would crumble. Without it, they would hemorrhage revenue as surely as if they had taken a knife to their own femoral artery. In short, Support has inherited the world!

Now you see why some may consider it a nightmare…

This blog will be focused (insofar as anything of this type can be focused) on all things Product Support related. It will be written for the vendor community and more specifically, people working within the glorious discipline of Product Support within that community. It will be a scratch pad for me to expose my musings, my personal opinions and my beliefs. It will attempt to promote the Support ideal. It will encourage and showcase good practice. It will question and challenge conventional support related wisdom. It will unashamedly arm Support Executives with the weaponry they require to rise up from their incident queues and critical situations and to storm the corporate ivory towers and overthrow their masters.  Together, we shall make support sexy once more!!

But alas that will have to wait until next time. Until then I bid thee well and ask you not to tell your friends about this blog. Unless they are of true product support blood they would not understand its intricacies and subtleties. Remember that by reading to this point you have indicated your willingness to fight the good fight and have been enlisted in a completely legally binding way into a covert and subversive secret organization whose primary mission is to forward the Product Support cause. In time there will be secret signs, handshakes and perhaps even the odd clandestine rendezvous but for now just remember that “The Red Kipper flies at midnight”. Anyone uttering this phrase can be thought of as a friend and ally. And we all need allies in the battle that is the day to day existence of the product support function!

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Category: support-strategy  support-value  

Tags: alternative-support-providers  analytics  customer-constituencies  customer-experience  customer-perceptions  customer-service  gartner-product-support-maturity-scale  gartner%e2%80%99s-fantasy-football-product-support-squad  hardware-maintenance  maintenance  market-perceptions  pre-emptive  predictive  proactive  processes-and-methodologies  product-support  reactive-break-fix  service-definitions  software-support  support  support-consumers  support-quality  support-tax  support-technologies  support-value-chain  the-red-kipper-flies-at-midnight  trkfam  value-proposition  

Rob Addy
Research Vice President
5 years at Gartner
More years than I care to remember in the IT industry

Welcome to my blog! I post about all things services related from the provider perspective. End-users are welcome to read but please be aware that you may sometimes find its content unsettling. I will endeavour to post frequently (as it's a lot cheaper than a therapist) but please forgive me if other more mundane activities occasionally get in the way...Read my official Gartner bio here




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