Re: Quantifying the value of customer support

[Kasper Adel <karim.adel () gmail com>]

I used to think that these kind of situations take place when a manager was
never an engineer so he does not understand how things work but i was
surprised when i faced these from managers with an intense engineering
career so i gave up on trying to give conceptual excuses and want to just
give them the dump tables and numbers that they are looking for.

Kim

On Thursday, February 14, 2013, Andrew Latham wrote:

> On Thu, Feb 14, 2013 at 3:52 PM, Kasper Adel <karim.adel () gmail com<javascript:;>>
> 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 <javascript:;>
> http://lathama.net ~