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Management



Reports
Setting Limits on Unlimited Support (2009)
A provocative ASP report explores the question whether the best way to deliver high-quality support is to answer every question that customers ask.
Tech Support Reporting Channels (2005)
Prevailing org chart models for support organizations.

Experts
Indicates complimentary Open House Hours

Mikael Blaisdell
Principal
Mikael Blaisdell & Associates
510/865-4515
Email
Website
Ladd Bodem
Principals
ServiceXRG
Website
Lyn Kramer
Managing Director
Kramer & Associates Consultants, LLC
305-791-4180
Email
Website
Tom Sweeney
Principal
ServiceXRG
Website
Colin Taylor
Chairman & CEO
The Taylor Reach Group
Jeanne Urich
Management Consultant
SPI Research
Email
Website
Phil Verghis
The Verghis Group
Email
Website

Library
Why We Must Deliver What We Promise (Al Hahn)
Service marketing, selling and delivery must all be aligned in order for customers to perceive the value that has been designed into the service offering. Unfortunately these functions are often misaligned in the real world. The White Paper discusses why and how they are frequently out of alignment and offers some suggestions on improving alignment. Misalignment can cause customers to misunderstand what they should expect and misunderstand the value that they are entitled to receive. Becoming more consistent in delivering what was promised can make higher customer satisfaction easier to achieve and allow more value to be perceived by the customer. These improvement are worth a look by all parties involved in marketing selling and delivery.

Useful Links
ITIL Community Forum