Alignment between the support organization and product team, including support input into the product lifecycle are critical success factors for tech companies. Our data correlations continue to show the positive impact this relationship has on development escalations, incoming bug and defect cases and improved customer effort. While our benchmark data shows that 60% of XaaS organizations say they have input into the product development lifecycle, however, on average 30% of their incoming incidents are still in areas such as defects, configuration issues, limitations and enhancements. Your support organization typically has the greatest insight into the challenges customers face and how to improve their experience with your product or services, but until there is proper alignment between support and engineering - your customers will continue to pay the price.
This business challenge accelerator session will bring industry leaders together in a collaborative session to identify practices, metrics, collaborative technologies, key roles and organizational collaboration to improve the alignment between support and product teams.