Category Archives: Software Support

New Release Adoption Rates The Key Metric in Software

Getting the installed base to upgrade is becoming a survival imperative, as customers left on older versions compare what they have to what’s available from the cloud and find it wanting. The ERP industry is finally taking the new release … Continue reading

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Implementation Risk

Another day, another ERP vendor sued over an implementation failure. The customer did not achieve success implementing core ERP software and naturally blamed the vendor for inadequate support. You would think that by now someone somewhere would understand what it … Continue reading

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Surviving the Drop in Business Investment

Truly amazing news as the UK’s National Museum of Computing keeps the WITCH online — mechanical relays, paper tape and all! The computer’s “flashing lights and clattering printers and readers provides an awe-inspiring display for visiting school groups and the … Continue reading

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The End User Training Arms Race

What conclusion should we reach from SAP answering Oracle’s investment in training technology? That the big ERP players care about the successful use of their products? While that spin may work for technology and financial analysts, the role of end … Continue reading

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Thoughts on a Customer Service Rant

After having wasted hours on a typically crummy support line of a cloud vendor, I can be quiet no more, I need a moment to rant. A nicely written rant by David Taber got me thinking. Why is it that … Continue reading

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Operating for the Benefit of Wall Street is Bad for Customers

The lights have gone on for Josh Greenbaum at ematters as he confronts the reality of Oracle at their annual user conference. The problem with the Oracle of today is that the focus of a group of the some of … Continue reading

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The Slippery Slope of Software Services (Part 1)

Don’t let your project budget get blasted by services Whether you are selecting new software, or implementing an application upgrade, your success depends heavily on whether you implement the software on time and on budget. You may be tempted to … Continue reading

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Acquisition focus harms customer support

“Oracle has lately devoted itself to becoming the largest and most mission-critical IT systems vendor in the world,” using acquisitions to increase both market share and the share of IT budgets. No doubt the recent court victory over SAP ($1.3 … Continue reading

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Support the Business, not the Software

It’s time for a new perspective on software support. Technical software support isn’t good enough anymore. The vast majority of people that interact with software today are business people – not technologists. The traditional model of software support focused on … Continue reading

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Engaging Customers

Ned Lilly offers several ways for software vendors to engage open source communities, including good ideas like transparency, bring in customers early in the process, plus open and continued communication. All are good ideas, but Ned commits an error of … Continue reading

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