A 10-Point Checklist For Innovating Tech Customer Support
Marketing And Partnering For Support/Service Excellence
January 26, 2012
Why Read This Report
Forrester's research shows that customers rank technical support at or near the top of their criteria for both vendor and product consideration. Yet the support experience in the tech industry is poorly architected, branded, funded, and managed. Despite the role that support experience plays in differentiating models, positions, and portfolios, no tech vendor has generated the type of customer service brand value associated with leaders in other industries, such as HealthLink Europe, Nordstrom, Virgin, or Walmart. As technology products become more difficult for customers to distinguish between, particularly in the form of cloud services, customer service excellence represents a marked brand marketing opportunity that only appreciates in value as more industry value is moved through channels.
Already a Client?
Log in to read this document.
Become a Forrester Client
Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Drive Tech Marketing And Sales Alignment With Lead-To-Revenue Management
April 22, 2011 | Andre Pino
The B2B/Commercial Insurance Industry Faces A Channel Inflection Point
June 6, 2016 | Tim Harmon
Mold Your Channel Organization To Your Channel Program Maturity
April 11, 2016 | Tim Harmon