Conference Presentation

Cooperative Culture

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Support is the organization that is often targeted by other organizations with customer complaints, customer escalation, and urgent go-lives. The sales organization may blame support when renewals and new sales are difficult. The customer account team may push support toward hasty customer go-lives. Quality and time pressures both create situations where support and other business lines must work together. This presentation looks at how support organizations are successfully collaborating with other business lines. How? First, through communication and relationship buiding, second, by sharing pain points and strengths with each other, and third, by setting up a collaboration network.

Presented By:

Ed Crockett

Global Support Center Manager, SAP

Publish Date: October 23, 2019

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