3 ms·
Support should be looked at as a profit center, but almost everyone tries to run it like a cost center. It's crazy that companies spend $$ on marketing and sal
by ethbro 7y ago
Support should be looked at as a profit center, but almost everyone tries to run it like a cost center.
It's crazy that companies spend $$ on marketing and sales, then cheap out on a interaction with someone who is already interested in / using their product.
- vinceguidry 7y agoRunning profit centers requires comparatively rarer leadership resources while running cost centers only requires easy-to-hire management resources. You don't want your best leaders whipping your support center into shape letting the company's competitive edge fritter away.
- ethbro 7y agoAlternatively, I'd ask if you want easy-to-hire management resources as your primary touchpoint with paying customers.
- hitekker 7y agoCrazy from the individual perspective; natural from the group's. "We have a mark, lets suck it dry until we can throw it away and find new and better marks." Sustainability tends not be a concern until after a group's leadership jumps ship and parasitizes other hosts.