The State of Support Services
With the backdrop of the changes TSIA identified in the new world of B4B, and all the traditional pressures faced by support services organizations, we are witnessing a pace of change that the majority of us has never experienced in our professional careers.
Many organizations are making fundamental changes to their organizational structures, delivery models are changing, support organizations are adding new capabilities, and mission statements are changing at breakneck speed.
Our support organizations are adding new services, taking on new roles and responsibilities, engaging in different ways with their customers, and consolidating many operational functions to create a scalable delivery model that is focused on customer success and outcomes within a cost structure that meets the companyã??s revenue, cost, and margin goals.
This exclusive white paper will explore some of these issues, and how support organizations can make the shift needed to meet their customers' needs
Report highlights:
- Evolution of Services Offerings
- Adoption and Outcome-Based Services
- From Reactive Support to Customer Success Support
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