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Industry Articles
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Solving the Right Problem
by Jeanne Sawyer The message was unmistakable. A senior executive of a large department store chain calls a senior executive of the computer company that sells the store an average of $8M worth of equipment every year. The message isn’t what a vendor executive ever wants to hear: the store is experiencing too many failures, the computer company's latest products are junk, and the executive is personally sick of the fruitless efforts to fix the problem. A certain amount of profanity was used.
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Do you use your analyst? Part 2
by Matt Hinchliffe In order to test out the effectiveness of this approach, we compiled a test year by pulling out all the numbers for 2002 and plugging them in to review the results. The figures supported the conclusions we had already drawn from our existing experience and team monitoring, as to who had performed well and (more importantly) who had not.
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Structuring and Managing your Partnership with an Outsourcer
by Kristin Robertson, KR Consulting, Inc. It’s a scenario that’s becoming increasingly common: Your CIO mandates that some or all of your technical support functions be outsourced, and you’re asked to lead the team that will find and implement the relationship with the outsourcing vendor. You know that outsourcing partnerships can be fraught with problems, so how do you create a relationship that upholds the quality of your customers’ experience? Maintaining quality starts with building quality and the proper controls into your relationship with your vendor partner from the start.
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Driving Service Revenues & Customer Satisfaction with Remote Services
by Jay Hallberg, Vice President, Product Marketing, Enterprise Business Unit, Motive &
Cole Orndorff, Vice President of Global Support- Lawson Software Enterprise customers want their software vendors to provide more service and support options at a better value; otherwise, they’re inclined to seek out lower cost alternatives with third-party outsourcers. To compete effectively and maintain market share, software vendors must find ways to deliver high-value service and support at competitive prices while also scaling their services to meet customer demand.
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Profiting from a Knowledgebase Solution—3Com and Primus Share Success Stories
by Claire Gribbin, Director Global Support Services, Primus Knowledge Solutions, Inc. &
Angela McAlister, Manager, eServices and Knowledge Technologies, 3Com 3Com and Primus have been working together successfully since 1997, and their relationship has continued to evolve as support technology has improved. 3Com simplifies how people and businesses connect to information and services through easy-to-use connectivity products and solutions. While Primus has been involved in the service and support industry since 1986 and has helped solve customer service issues by developing powerful knowledge management solutions. 3Com uses Primus® eServer knowledgebase and Primus® eSupport, a Web interface, to put knowledge in the hands of its entire 3Com community, now more than 700,000 users worldwide. 3Com has reported a cost savings of over $16 million for 2000 and $19 million for 2001 because of call deflection to the Web.
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