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Conference Presentation

Aligning Support and Product Teams

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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.

Presented By:

Sara Johnson

Director, Support Services Research, TSIA

Publish Date: May 6, 2021

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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