Comments for Enterprise Software Customer Support

Comment on Are You Making Your Customers Work Too Hard? by How to Irritate Your Customers Without Even Trying | Enterprise Software Customer Support

Thu, 13 Oct 2011 22:33:23 +0000

[...] Enterprise Software Customer Support Skip to content HomeAbout this blogBooks and Other ResourcesI Can Help You!Talk to me! ← Are You Making Your Customers Work Too Hard? [...]

Comment on How Support Generates Customer Value by So You Think You Can Delight Your Customers With Break Fix Service? | Enterprise Software Customer Support

Tue, 04 Oct 2011 05:09:09 +0000

[...] time ago I wrote a post discussing the ways customer support protects and expands customer value. You may recall the point [...]

Comment on Backlog and “Why Can’t I Close This Case?” by Automatic Case Closing, Good Idea Or Not? | Enterprise Software Customer Support

Thu, 22 Sep 2011 02:13:41 +0000

[...] cases automatically is a highly debated topic in almost every support forum. In a previous post I wrote about closing cases before receiving the customers’ consent for doing so. That post [...]

Comment on The Pain Report by Support Managers: How much do you owe? | Enterprise Software Customer Support

Wed, 14 Sep 2011 05:26:47 +0000

[...] the total age of all open cases (regular blog readers will note that this number is similar to the pain report, but has no weighting for the severity of the [...]

Comment on How Support Generates Customer Value by Support Managers: How much time do you owe? | Enterprise Software Customer Support

Wed, 14 Sep 2011 05:25:21 +0000

[...] we accept the concept that customer support is responsible for generating or protecting customer value, then we can come to the conclusion that outstanding support debt at any point in time can be [...]

Comment on Support and Partner Relationships by Making The Case For Publishing Knowledge | Enterprise Software Customer Support

Tue, 06 Sep 2011 04:18:39 +0000

[...] to to entities down the value chain. For example, self service plays well into this scheme, as do reseller training and enablement, further training and empowerment of the call center team, and so [...]

Comment on Benchmarking, why not? by The Importance of Trends | Enterprise Software Customer Support

The Importance of Trends | Enterprise Software Customer Support — Tue, 06 Sep 2011 04:03:10 +0000

[...] have written about metrics and benchmarking in the past, that post and especially the links it contains are well worth visiting. Share [...]

Comment on The Pain Report by The Importance of Trends | Enterprise Software Customer Support

The Importance of Trends | Enterprise Software Customer Support — Mon, 05 Sep 2011 01:58:38 +0000

[...] Enterprise Software Customer Support Skip to content HomeAbout the author and this blogBooks and Other ResourcesTalk to me! ← The Pain Report [...]

Comment on The Pain Report by David King

David King — Sun, 04 Sep 2011 04:10:35 +0000

This index is a relative indication of discomfort. That is important when you want to renew your maintenance contract or when your competitor puts a new feature on the market. Different customers have different tolerances of pain; they become accustomed to steady state situations. Changes in the index rather than static comparisons will predict your next crisis.

Comment on How Old Is Your Case Load? by Tiers Or No Tiers? | Enterprise Software Customer Support

Tiers Or No Tiers? | Enterprise Software Customer Support — Thu, 01 Sep 2011 03:31:37 +0000

[...] what can managers do to shorten the case life, reduce the amount of unnecessary work involved in the case, and make their employees and customers [...]