2. Hartsfield Company
• Virtual VP of Customer Operations and Support
• Focused on a Customer and Channel Lifecycle
to diagnose, repair, and accelerate thru put
• Delivering robust, effective, and tangible results
It costs 5X as much to win a new
customer as it does to satisfy an
existing one, it is your call!
4/17/2010 Hartsfield Company 2
3. Service’s Evolution
Functional
– Self contained
– Not integrated
Process
– Define, design, execute
– Some integration
Lifecycle
– Scalable and repeatable
– End to end focus
– Complete integration
4/17/2010 Hartsfield Company 3
4. Lifecycle Defined
A framework containing the processes,
activities, and tasks involved in the
customer’s entire experience from product
development to end of life that are both
necessary and sufficient to deliver
competitive products and services.
Caveat – There is no single
“correct” framework
4/17/2010 Hartsfield Company 4
5. Why Lifecycle?
• Removes functional silos and highlights areas
where process integration needs to take place
• Enables repeatable methods to be designed and
executed consistently
• Assures service quality
and timeliness
Winning, What Else?
• Help to meet commitments made to customers
which builds the creditability of service
4/17/2010 Hartsfield Company 5
6. Lifecycle
Services Portfolio
4/17/2010 Hartsfield Company 6
7. The Right Solution
Tier 3 architecture & execution
Escalation design and execution
Deployment planning, design, test, etc
New prod readiness and early support
TAC architecture & implementation
Tech account mgmt design & execution
Design customer feedback
Process development, TAC, RMA, etc
Business planning & development
Service product portfolio
Metrics, KPI, & dashboard design
Diagnose, repair, & accelerate
4/17/2010 Hartsfield Company 7
8. How Do You Know to Call!
When the customer complains
about slow response!
When your IT systems don’t
yield business intelligence?!
When support & engineering
don’t communicate!
When you and your channel
want service to be profitable.
4/17/2010 Hartsfield Company 8
