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Would you rather buy a product from a company with a reputation for having a great Support organization or a great Sales organization? Join the crowd if you answered Support; survey after survey shows that it is one of the strongest factors influencing sales, and every company has strong self-interest in doing it right. So why is Support so often perceived as broken? The answer is that effectively managing a Support organization for even a simple product is difficult, and managing support for a complex product or service is as tough as it gets. This paper discusses the challenges involved in managing a sophisticated support organization and the key strategies for dealing with those challenges.
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