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Industry News IT ManagementSix Support Issues That Keep Execs Awake at Night
Author: feeds.computerworld.com Published: 14th Jun 2008 Visited: 213 times
<b>(Source: Citrix)</b> The Service and Support Professionals Association (SSPA) has released a groundbreaking white paper outlining the 6 hardest-hitting issues facing support executives today. The SSPA worked closely with customer service and support executives across multiple technology-related industries to identify these key obstacles to success:
1. What are the support impacts of ever-increasing technical complexity on margins and customer satisfaction?
2. Are we running out of margin-improvement opportunities?
3. How do we defend against maintenance-contract price pressure to drive new service-revenue opportunities?
4. How do we make good service translate into market-share advantage?
5. What is the future as we move from fixing problems to driving product value?
6. What are the challenges of offshoring support and how do we address them?
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