Tech Support Mgt

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Introduction

This is Best Practice material as an example of the excellent content of “The Art of Support” http://www.ftworks.com/the-art-of-support book by Francoise Tourniaire.  The specific use icase covered is global B to B software support for a range of customers from small to Enterprise level.  It is based on actual implementation experiences, and I welcome additional input from your experiences.

The Customer Success model described in Chapter 2 has evolved to satisfy supporting customers in an XaaS environment.  As described in their book Technology as a Service Playbook, JB Wood and Thomas Lah introduce the LAER Services Model.  The components are:

Land - All the sales and marketing activities required to land the first sale of a solution to a new customer, and the implementation of that solution.
Adopt – All the activities involved in making sure the customer is successfully adopting and expanding their use of that solution.
Expand – All the activities required to cost-efficiently help current customers expand their spending as -sage increases including both cross selling and upselling
Renew – All the activities to ensure the customer renew their contract(s).

This model drives success in the Cloud (Subscription) Business Model where the Sales team is focused on Landing New customers.  The role of ongoing account management once the initial install is complete now falls on the Customer Support Manager (CSM) role for the midsized and larger customers.   Key to this approach is that the PS, Ed Services, Customer Support and R&D roles work together in a team approach to effectively handle the incremental product usage challenges a customer will experience. The basic principle of Customer Success is the effective Cross Functional experience the company delivers to facilitate the customer maximizing the value delivered for the products.  The CSM role is now a part of the overall product support planning process – including budget funding.

The Core Principles of Support – Self Service, Case Submission/Handling, Support Engineers, Problem Resolution, 24x7 Support and CSAT measurements will be covered first. Then the Overall company wide processes involving Sales/System Engineer (SE), Professional Services (PS), Partners, Education Services and the Product Development team will be focused on.