By: Terry Clearkin – BEA Systems, Inc.
Our industry is under siege, with the threat of Support price discounting and margin erosion looming. This is because reactive, and even proactive, Support does not address the root causes of customer dissatisfaction, but merely tries to mitigate damage. Customers are acutely aware that many of today’s Support solutions simply respond to existing problems that can all too easily evade solutions and spin out of control, impacting availability and revenue.
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