Creating a Holistic Support Cycle: A Step-by-Step Guide
By Tim Crowder, Sr. Project Manager Knowledge Management- Symantec Corporation

Companies that have developed a holistic support cycle can offer customers a superior support experience while sustaining competitive advantage. But what is a holistic support cycle, and what are the steps to creating such an environment? This presentation offers a step-by-step guide to implementing such an environment, sharing the steps of a methodology that starts with self-assessment of your current support efforts and ends with an improved support cycle that delivers a quality experience to your customers.