The Joy of Self-Assessment
According to the UK government; “Tax doesn’t have to be taxing”. But I guess they would say that, seeing as they require millions of UK taxpayers to do the paperwork for them through self-assessment…...
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Prediction Provides Questions; Not Answers
December 2012 marks the end of a time period in the Mesoamerican Long Count calendar. Some believe this is because the world will end. Unix time ends on Tuesday, 19th January 2038. So assuming we are...
View ArticleLove is… Never Having to Say You’re Sorry
Reactive support is… always having to say you’re sorry. Saying you’re sorry is one thing. Being sorry and basing your future actions upon a desire to ensure that your partner doesn’t suffer the same...
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Support is Trendy Once More
Support is rad. It’s hip. It’s cool. It’s very very trendy… Quite literally in fact. For the first time in over 4 years, Gartner has just published a Market Trends report specific to the Product...
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Gartner’s Product Support Maturity Scale Version 2 has arrived!
Sequels are inherently risky. Will it be “The Godfather Part 2” or “The Godfather Part 3”? Is it more of an “Empire Strikes Back” than a “Phantom Menace”? Yes, sequels are risky. They can make or...
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Are Extended Support Fees Immoral and Indefensible?
Requiring customers to pay an uplift for extended support is obscene. Or so some would say. Certainly on the face of it, extended support offerings do look less than good value. ISVs typically state...
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Customer Advocacy is Nice. Product Advocacy is Much Nicer.
Products are lifeless inanimate things. How they are used determines the amount of business value that they deliver. Helping customers to use their products better is essential if they are to...
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Premium Support – The Only Premium is the Price!
Premium support offerings should deliver, and be seen to deliver, premium value. Unfortunately, many don’t. The product support service value proposition is based on 4 foundational elements:...
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Product Support: Fifty Shades of Grey?
Damn, it was stiff. He applied some lubrication to aid his entry. Muscles twitching from the strain, he grunted from his exertions. She was being difficult. But her resistance only made his resolve...
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Nigel’s Back! (And this time it’s “Personnel”)
Most support providers suddenly get squeamish when I ask them what they are doing to actively reduce the internal IT operations labour requirement for their customers. They stare at their feet, start...
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