Maintaining your Software

Maintenance refers to the ‘technical support’ of your systems. This includes both hardware and software related systems. The areas you should cover are:  Infrastructure Performance Monitoring Alerting Let’s look at these in detail.. Infrastructure Infrastructure refers to the platform on which your product and service is built on, and any additional equipment necessary. An infrastructure example…

Customer Support

Customer support is about empowering your customers to achieve their desired outcomes with your products and services. The levels of support that are common to B2B software are: Reactive Support Proactive Support Pre-Emptive Support Continued Training Let’s look at these in detail.. Reactive Support Reactive support refers to any support given as a response to…

Setting Up New Customers

Setting The customer isn’t set up until they are actively using your product. The goal of this stage is to install the software, onboard your new customers and guide them until they are engaged users. The 3 basic steps are:  Installation Onboarding Adoption Let’s look at these in detail… 1. Installation / Integration In enterprise…