Harvesting your oyster bed
There is so much to like about a well-run support business: positive cash flow, steady profits and happy, loyal customers. But executives sometimes underestimate the potential of the support team also to be a valuable source of new revenue streams, if they are provided with the leadership to work effectively both with colleagues and the customer.
We hear a war story from our own Nick Durrant, that illustrates the hurdles that need to be overcome before the support organisation will achieve its potential, and we provide four hot tips for maximising new business.
So, our questions for you today are: “Are you using your support organisation most effectively to identify and convert new opportunities? Are you efficiently harvesting your oyster bed and gathering up the pearls that lie within?”
Published - October 2009
The pearl in your oyster
SAP’s 1st quarter results, “licence sales down 33% but support revenues
up 18%”, show just how support business can be the pearl in your oyster,
particularly when new capital is scarce. In this episode we look at how
to ensure the fundamentals of the support business are in place, to
provide the platform for increased revenues, without the need to sell
big capital projects.
We also tell the story of how our own Nick Durrant managed to avoid a
hand bagging by a famous prime minister, but still learned a hard lesson
about customer support, even as he single handedly saved the Bank of
England!
Published - May 2009
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