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
Blog: Archives
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
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
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
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
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
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
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
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
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