Re: Quantifying the value of customer support

[Andrew Latham <lathama () gmail com>]

On Thu, Feb 14, 2013 at 3:52 PM, Kasper Adel <karim.adel () gmail com> wrote:
> Hello,
>
> We are a 2nd level of escalation in a service provider, trying to put a $
> value on the support we give to our NOC and other implementation teams,
> when they email us about problems they face. But we are merely bits and
> bytes engineers that cant quantify and justify the value of what we do to
> the management team. I guess these smart suits want to see an excel sheet
> with a table of how much they save or gain by the support we do. We respond
> to technical questions and simulate problems in a lab.
>
> Can anyone help me with an idea or any material i can reuse? Templates? Has
> any one been in a similar situation.
>
> Thanks
> Kim

Kasper/Karim/Kim

Your job is customer retention.  Your value is maintaining all company
income.  Write the yearly revenue on a piece of paper and hand it to
them.


-- 
~ Andrew "lathama" Latham lathama () gmail com http://lathama.net ~