Comments on: Software and Technology Customer Service http://www.pjmconsult.com/index.php/2006/04/software-and-technology-customer.html General Management and Marketing Advice for Software and Tech Companies Sat, 11 Feb 2012 23:42:20 +0000 http://wordpress.org/?v=2.9.1 hourly 1 By: Mike http://www.pjmconsult.com/index.php/2006/04/software-and-technology-customer.html/comment-page-1#comment-4046 Mike Tue, 19 Apr 2011 13:37:21 +0000 http://www.pjmconsult.com/wordpress/?p=71#comment-4046 I agree with this post mainly because I've experienced it several times. Once the sale was made it seemed the company was more interested in additional sales than providing customer support. As an inside sales guy I make customer service a part of my responsibilities as I felt it was a necessary part. Since being laid off, many months ago, I attempted to go to the service side and out of the sales side but with each customer service resume I submitted the people who interviewed said I had more sales than CS experience. To make a long story short, I asked if they didn't consider CS as important as the sales and, basically, they said not really. I disagree but, then again, I wasn't doing the hiring. I agree with this post mainly because I’ve experienced it several times. Once the sale was made it seemed the company was more interested in additional sales than providing customer support. As an inside sales guy I make customer service a part of my responsibilities as I felt it was a necessary part. Since being laid off, many months ago, I attempted to go to the service side and out of the sales side but with each customer service resume I submitted the people who interviewed said I had more sales than CS experience. To make a long story short, I asked if they didn’t consider CS as important as the sales and, basically, they said not really. I disagree but, then again, I wasn’t doing the hiring.

]]> By: David Locke http://www.pjmconsult.com/index.php/2006/04/software-and-technology-customer.html/comment-page-1#comment-37 David Locke Sat, 17 Jun 2006 23:58:00 +0000 http://www.pjmconsult.com/wordpress/?p=71#comment-37 Technical support was part of the sale at our company. We didn't make the product easier to use, because making the technical support call tightened the relationship between the customer and the company. <br /><br />When considering the intial sale, customers evaluate technical support, customer support, documentation, training, billing, and shipping. All of these elements contribute to the brand, the user experience, the customer experience, and whether they will buy the upgrade. Since more money is made on upgrades, these elements become part of the enactment chains that bring the user/customer back to the sales funnel. Technical support was part of the sale at our company. We didn’t make the product easier to use, because making the technical support call tightened the relationship between the customer and the company.

When considering the intial sale, customers evaluate technical support, customer support, documentation, training, billing, and shipping. All of these elements contribute to the brand, the user experience, the customer experience, and whether they will buy the upgrade. Since more money is made on upgrades, these elements become part of the enactment chains that bring the user/customer back to the sales funnel.

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