According to the Harvard Business Review, “The most successful brand cultures offer a single, coherent story where the components work together in a synergistic fashion so that the whole is greater than the sum of the parts”.
Services is one entity that makes all the components work together in a harmonic state. Did you know that technical service expertise is one of the most critical factors enterprise customers use to select a vendor?
Some important trends in the IT marketplace…
Services has become an important facet of overall revenue.
Quality support relationships help customers to use their products more effectively and resolve critical issues.
As IT professionals expertise remain scarce, customers will look to software vendors to provide greater support services.
As market matures, vendors focus more closely on long-term customer loyalty, and support is critical in this focus.
Satisfaction experienced through the support relationship builds customer loyalty and trust, which leads to greater potential for repeat business.
Greater focus on business benefit and TCO (Total Cost of Ownership).
Companies becoming more service oriented.
Pressure on software vendors to prove benefit of products.
Support/maintenance are increasing basis for relationship.
Shift from product purchase toward services model.
Service is more than a static single-transaction purchased product .
Established installations require support/maintenance long after initial sale.
Statistically speaking, Customers will spend more time with a service organization than with any other group within an IT provider.
Emerging markets are redefining the entire service industry by offering a vast technical talent pool to meet the demands of the IT customer. We need to make sure the above details are being propogated to the talent bases in making them aware of their unlimited potential.
The Best practices study on Talent Management has a mix of creative minds with various background that can help deliver this message across all emerging markets. I feel privileged to be a part of this team …
- Ramesh
