...

What this mean for the business of service and support?

Scaling Service and Support

Service and support keeps getting harder.

* Products are more complex, from consumer audio devices to network equipment and from enterprise software to variable annuities. Who ever called technical support for phone or a cassette player? But wireless PDAs and computer-attached MP3 players create millions of support cases annually.

* Customer expectations continue to rise, set not just "fairly" by industry peers but also "unfairly" by every specialized enterprise catering to customers' whims....

NOTE: All illustrations and photos have been removed from this article.



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