Jan
08
SAP Support - From Reactive to Proactive
Filed Under (Industry Observation) by Ted Rohm (see bio)
 

I recently attended the SAP Active Global Support (AGS) Analyst Summit in Costa Mesa, California, along with a member of TEC’s software selection services team. At the November event, attendees were presented with the AGS Strategy for 2012 and in-depth reviews of SAP’s customer support offerings.  There were a number of different themes presented by the members of AGS, but the theme that really caught our attention is SAP’s commitment to moving from reactive to proactive customer support.

In this article I am going to give some background on SAP’s current support offerings, highlight SAP’s Solution Manager as the company’s technology support enabler, and summarize the SAP support offerings. The article will also take a look at the possibility for predictive customer support that SAP may be able to provide in the future. Read the rest of this entry »

Dec
12
Zendesk Introduces New Version of Zendesk for Salesforce
Filed Under (Industry Observation) by Raluca Druta (see bio)
 

zendesk.jpgZendesk has revealed new updates for its Salesforce-based product. Zendesk’s goal is to achieve seamless integration between its own customer support application and Salesforce for enhanced customer experience. Read the rest of this entry »

Nov
16
Building a Customer-centric Enterprise Knowledge Base for Improved Customer Support
Filed Under (Customer Relationship Matters) by Raluca Druta (see bio)
 

Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their obvious use is to maintain different types of methods for addressing various client issues. KBs thus become an important tool in an organization’s armamentarium used for supporting its customers. But clients are unable to access these resources directly—rather they need to go through a customer support employee. Given their central function in addressing clients’ problems, how can KBs of known product issues become a tool in the hands of customers?

Here are some thoughts to consider… Read the rest of this entry »

Feb
29
Bad Customer Support Is Not a Software Problem
Filed Under (Customer Relationship Matters) by Jamal Rahal (see bio)
 

A couple of days ago, my laptop decided (all on its own) to jump off my desk.

Lucky for me, it survived almost completely undamaged except for a broken latch, which seemed easy enough to fix.

So I decided to order the replacement part and fix it myself.

Read the rest of this entry »