The CSM video series is a joint effort by DreamSimplicity and The HotLine Magazine, and there will be a new short video on various aspects of CSM published each week. As each video is released, I’ll add the link below. Each video is about two minutes in length. About the Series.
The Papers PageFor over thirty years, Mikael Blaisdell has been writing about customer retention through support and service. Long before Customer Relationship Management became an industry, he was engaging in online discussions via the early time-sharing resources and sharing insights and best practices in published articles and columns in the print media. The Papers page is where…
There are vital clues and indications in the search strings that bring readers to The HotLine Magazine from around the world every day. “What is the Definition of Customer Support?” “What is the profitability of customer retention?” “Define the SaaS support model.” “Usual customer retention rate for a SaaS company?” “How to profit from SaaS support?” All of these are indicators of the same fundamental problem. Every so often, an inquiry comes along that goes to the heart of the issue and begs for an immediate reply. “Fixing a broken customer support group” is a perfect example, prompting two immediate questions in return. What do you mean by “broken?” And how would you define “fixing?” Almost invariably, the source of serious problems with a customer support group is external to the group itself; they are inevitably strategic errors. Until the senior management team and the support executive or manager understand each other, and work together, producing a truly effective and lasting resolution for the broken group is unfortunately unlikely.
It's time to profoundly reinvent the profession of Customer Support. From the beginning of the technology industry to the present time, Support has been the Department of Break/Fix; “when something breaks, we fix it.” As such, the “profession” offers no real economic value to anyone; it never has. What's worse, as we move deeper into the gathering recession and farther into the rapidly unfolding SaaS era, Support as it is currently defined has no future. There are two paths that lead away from this point. One is downward into obscurity, obsolescence and ultimately extinction. The other is towards an authentic profession based on the exchange of true economic value.