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Research Report

The Evolution of the Support Services Business Model

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June 6, 2024

Overview

Challenges
As the technology industry is shifts from a product-centric to a service-centric model, support organizations are finding that traditional funding models are no longer sufficient. This report explains how companies can adapt their strategies to align with evolving economic engines, with a specific focus on prioritizing customer satisfaction.
Summary
The report delves into the transformative effects of shifting business models on support organizations within the technology sector. It highlights the inadequacy of traditional funding methods, particularly in light of the rise of subscription-based models and changing customer preferences. Emphasizing the transition from product-centric to service-oriented economic engines, the report underscores the need for support organizations to adapt to ensure profitability and customer satisfaction.

Included in the full report

Shift to Service-Centric Models:

The tech industry is moving from product-centric revenue models to service-oriented approaches, requiring support organizations to adjust their strategies accordingly.

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Economic Engine Impacts:

Different economic engines (Product, Service, XaaS) adopt distinct funding models and service strategies that influence support organization operations.

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Cost Center Challenges:

Many support organizations operate as cost centers, which limits their ability to generate profit and necessitates innovative approaches to service delivery.

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Customer Satisfaction’s Role:

Positive support experiences directly correlate with contract renewals and revenue, challenging the view of support as merely a cost center.

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Investment Necessity:

To meet evolving demands and improve customer support, organizations must invest in staffing, technology, and training, aligning with corporate growth objectives.

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