SLM Notes -
Agathas in Our Midst (Can Lead to Better Products)

The organization that fixes problems for products currently in use can do far more than simply respond to and rectify these problems. The customer support organization, also know by other names such as technical support or customer service, can be seen as a knowledge center on product performance and customers’ reactions to products. No other functional group has more contact with customers, yet many, if not most, companies never leverage the strategic potential.

Read this SLM Notes brief to learn how customer support organizations can bring far greater benefit through their focus on the product supportability (installability, usability, maintainability, upgradeability, and decommissioning) during the whole cycle of ownership.

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