Can David Support Goliath? Best Practices for Small Organizations Supporting Global 1000 Customers
By Paul Lupinacci, Vice President, Product & Customer Management, Changepoint Corp.

Small support organizations face unique challenges when supporting Global 1000 customers. This is especially true when a small vendor with limited resources must support a globally-deployed, mission-critical business software application for Global 1000 customers like Microsoft, Dell, NCR, and MasterCard. These customers have high expectations for their vendor support performance. The stakes are high, but if the support organization can be successful, they will form a solid foundation upon which a prosperous corporate relationship can be built.

This presentation describes the proven best practices that a support organization can proactively implement to ensure success in this situation including innovative changes to Service Level Agreements, resources, processes, tools, and business models.