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The State of Support Services 2015

White Paper Published By: LogMeIn
LogMeIn
Published:  Jul 18, 2014
Type:  White Paper
Length:  14 pages

2015 has already proven to be an incredibly challenging and exciting year for customer support. With the backdrop of the changes TSIA identified in the new world of B4B, and all the traditional pressures faced by support services organizations, we are witnessing a pace of change that the majority of us has never experienced in our professional careers.

Our support organizations are adding new services, taking on new roles and responsibilities, engaging in different ways with their customers, and consolidating many operational functions to create a scalable delivery model that is focused on customer success and outcomes within a cost structure that meets the company’s revenue, cost, and margin goals.

This report will explore some of these issues, and how support organizations can make the shift needed to meet their customers' needs.



Tags : 
logmein rescue, support services, customer support, reoporting, system management, business technology

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