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TECH SUPPLIER Mar 2019 - Conference Proceeding: Tech Supplier - Doc # DR2019_LAL2_ES

A New Era in Software Support: Improving the Customer Experience in a SaaS World

By: Elaina StergiadesResearch Manager, Software and Hardware Support Services

Abstract

These event proceedings were presented at the IDC Directions conferences in Santa Clara and Boston in March 2019.

With the rise of as-a-service (aaS) solutions across IT, many providers are switching from offering "support" to promising concrete results like "customer success." But new labels and repackaged offerings are not enough. Across the technology provider landscape, the underlying capabilities and technologies must change significantly to help customers achieve true success. With software support moving away from reactive break/fix to more preventive and predictive support, many providers are adding capabilities that were not traditionally part of support. In addition, the nature of software-as-a-service (SaaS) and changing customer requirements is forcing software providers to step up their game in support delivery and ensuring end-user satisfaction. Elaina Stergiades explores how customers define success in an as-a-service world and the primary support requirements that will help achieve their objectives. She also examines best practices to improve the post-implementation experience through support, resulting in true customer success.


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