The Mid-Term Future of Service & Support: Executive Research Series
Author: SSPA Executive Staff

An insightful new 4-part research series presented by The SSPA that explores the mounting pressures facing services and support management and the alignment of the typical support offering versus rapidly changing customer opinion on the value of service. The series also looks at the role services should play in delivering value to the customer, and finally, the near-term future of the service and support organization and the new services mix.

The four components of the members-only series include:

• The Three Pulling Pressures on Service & Support – In this article, the SSPA explores the competing pressures facing service & support management to develop a corporate services strategy that energizes the Street and satisfies customers’ growing demand for solutions rather than just products.
  

Download the report


• The “Four Quadrants of Support ” – An analysis of the current alignment between the typical vendor’s service and support offerings versus rapidly changing customer opinion regarding the value of service. Are today’s support offerings well-matched to what customers want, or are they growing obsolete? A look at whether companies should be thinking “outside the box” about the continued health of their service and support revenue models.
  
  
  Download the Report
  
  
• The New View of the Economic Value of Services– What should the role of services be in delivering value to the customer? How much should the customer be expected to pay for services just to get the value they were promised from the product when they bought it? Can services be used to accelerate and unlock the value of the product to deliver greater value than the customer expected?
  
  Download the Report
  
  
• The New Services Mix – The last segment in the series will offer a look at what the service & support organization of the near-term future may look like. What are the services necessary to deliver the kinds of value that customers will want in the future? What are the financial and organizational implications of this new mix? How will it affect how services are packaged and sold? What new revenue streams will be created?
  
  Download the Report

If you have any questions about this article, please contact Shawn Santos at ssantos@thesspa.com or 858.674.5491.