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June 18By FT Works Technical Support Leave a comment

What’s different about supporting partners?

Many thanks to Jimy Shah for suggesting this topic. There’s a general consensus that partners are “special” and therefore deserving of special support — but

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January 15By FT Works Technical Support Leave a comment

Handoff Metrics

Many thanks to Balajii Chandarasikharan for suggesting this topic. When working with partners or with a tiered support model of any kind, it is useful to

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August 26By FT Works Technical Support Leave a comment

Partner support metrics

Many thanks for Deepak Chawla and Blair Basset for (independently) suggesting this topic. If you rely on a third party to deliver first-level support to

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May 11By FT Works Technical Support

What do support partners want?

1. A good product (few bugs) 2. An opportunity to make revenue, both for selling and delivering support and for selling additional services 3. Easy

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May 8By FT Works Technical Support

Incentives for Support Partners

If you are using support partners the standard setup is to split the revenue with them (typical splits range from 25 to 50%) but a

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November 26By FT Works Technical Support

Making Indirect Support Work

There are many reasons to work with partners to provide support to customers (see here for instance.) Once the decision is made to work with an

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October 1By FT Works Technical Support

Should resellers provide support?

Yes, resellers can provide support – and some do it well while others do not. So how do you choose? Go with resellers if they

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September 17By FT Works Technical Support

Support for custom applications?

If the software you support can be customized extensively, the resulting applications may be completely different from the vanilla version, and your customers may want

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July 29By FT Works Technical Support

Delivering support through the channel

If you use resellers or distributors, in many case they will want (or need) to deliver the first level of support to your customers. Here

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March 1By FT Works Technical Support

The FT Word – March 2006

The FT Word The FT Word is a free monthly newsletter with support management tips. To subscribe, send us email with your email address. The

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