Blog by Service Strategies
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Just in the past few years we have noticed a trend where companies are consciously limiting or denying customers direct phone access to technical support staff. They are in fact reverting back to a Call Back support model that was pretty standard back in the early 1980’s.
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When your implementation team completes an installation, how does the customer learn about support and its role in enabling them to achieve the value from their new system? Too often the turnover process consists of the implementation manager providing a short overview of support or simply providing a phone number to call to answer questions.
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By James A. Alexander Ed.D., Founder, Alexander Consulting
From Problem Solver to Business Advisor
A Good Thing
Services executives and managers within product companies have known for years the added value that their technical experts can bring both to customers and to their company. Many customers have asked for (some have demanded) to have services account managers (SAMs) [...]
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Presentation By: Rusty Walther, SVP Global Support – NetApp
Rusty’s address “Surviving and Thriving Through Huge Growth” addresses how support organizations can maximize business growth, while containing and managing Operational Expenses and Headcount. Rusty is a dynamic contributor to conferences on the international stage. He both provoked and delighted participants with his understanding and insights into [...]
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By: John Hamilton, Service Strategies
Numerous elements must fit seamlessly together to develop a support organization that is recognized as a “Top Quality” service provider. But putting it all in place can be a daunting challenge. And getting it all up and running like a well-oiled machine can be a management and logistics nightmare.
We all want [...]
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