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The Red Kipper flies at midnight!
…Shsssh! Don’t tell anyone, but “they” have inadvertently given me a login and password for the Gartner Bloggers Network. Not too sure who “they” are exactly but whoever they are they scare me....
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Crack Dealer Rehabilitation – Part 1
It’s been almost a week now and my login credentials are still active. Better still, I have not yet been dragged from my bed in the middle of the night for some baseball bat-based “re-education” so all...
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Communication Creates Calm, Confounds Critics and Cements Customer Confidence…
Sometimes things go wrong. It’s not inevitable but it happens. How one deals with it when the proverbial brown stuff hits the proverbial fan is one of the ways in which support organizations...
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Do you remember what your life was like before you got a handle on managing the day to day trials of running a product support function? Well many people are still there. Struggling to escape the...
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“Reactive Uplifts are a Force for Good…”– Discuss
Last time we looked at a support premium uplift that I currently consider to be wrong on a variety of levels. This time I will explain why I believe that the introduction of a reactive uplift would be...
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