In Part II of my interview with Leo Colborne, Former SVP of Global Customer Service and Support for EMC, we discuss some of the unique challenges that customer support presents to emerging and growing vendors. Should you outsource call center support? Should you integrate support and post-sales teams? What role should measurements play in continuous improvement?
If you are juggling pre-sales teams who are doing installs, and developers who are on L2 calls all day, then check out this video, and feel free to reach out directly to ESG for a conversation with Leo. In the coming weeks, we'll be talking more with Leo in Part III, and outlining how emerging companies can benchmark their maturity as they develop a robust customer service infrastructure.
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