Support

Evolution of Customer Support
Jeremiah Owyang
Partner, Customer Strategy
September 9, 2009

Theme
Customers are quickly connecting to each other, impacting support, marketing, and product development. Support must evolve.

How Customer Support Organizations Must Evolve:
Go Beyond the Official Support Domain
Become A Strategic Asset to Marketing
Influence Product Development
Let Go and Allow Customers to Self-Support Each Other
Become Proactive, Not Reactive
Anticipate, And Move Beyond Real-Time
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Evolution of Customer Support
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Get Actionable:
Measure based on Value --Not as a Cost Center
Develop An Internal Marketing Plan
Enhance Your Existing Processes
Conduct Internal Training --and Fire Drills
Expand CRM and Customer Systems To Connect to Social Web
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Thank you
Jeremiah Owyang
Partner, Customer Strategy
Altimeter Group
jeremiah@altimetergroup.com
Twitter: @jowyang
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