Skip to main content
ServiceXRG
  • Your Challenges
    • Overview
    • Self-Assessment
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
    • Resource Library
    • Blog
  • Member Login
ServiceXRG
  • Member Login
  • Self-Assessment
  • Let’s Talk
  • Your Challenges
    • Overview
    • Self-Assessment
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
    • Resource Library
    • Blog

Blog : Should You Charge For Support?

  • Previous Post
  • All Posts
  • Next Post

Should You Charge For Support?

By Tom Sweeny April 15, 2020

If you want to make money from support, you need to charge for it and most technology companies do.

Should you charge for support?

The majority (89.7%) of technology companies offer some form of fee-based support option. Not all support programs are the same – some are extensive with many choices for the customers to select while others are limited in scope. Fee based support options are not always presented to the customer as a choice. In some cases, the support fee may be bundled within the product price or included as a compulsory first year option. Very few companies offer free support.

The starting point for this discussion is that Support should be sold. A well-defined support offering is far too valuable for both customers and the company offering it. For customers, support is a means to gain access to the expertise they need to help them apply the product to its fullest potential. For the product vendor, good support it too costly to give away and the financial benefits of the ongoing annuity are too attractive to not pursue.

Sell Support Unless:

  • Your product or service is so simple there is no reason a customer would need assistance.
  • Your market is so competitive that introducing fee-based support would create a significant competitive disadvantage.
  • Your product is used at a time or in a way that there is no practical way to deliver support.

Success Marketing and Portfolio Management

Do you have the right value proposition and go to market messaging for your support and success programs?

Learn the eight fundamental Success Marketing and Portfolio Management practices necessary to position and sell support and customer success offers.

Download Now

Be successful with your services

We help companies effectively use services to deliver the maximum benefit possible from customer relationships. We call this Service Success. Learn how.

Our Solution
  • Previous Post
  • All Posts
  • Next Post

Is Your Strategy Built For Growth?

Take the Assessment

Subscribe for even more resources and the latest in your inbox.

"*" indicates required fields

Name*

By clicking the "Submit" button you accept and agree to be bound by the Terms of Use and Privacy Policy.

This field is for validation purposes and should be left unchanged.

Related Posts

  • 3.30.23 Read Time: < 1

    Self-Service Initiatives (Still) Fall Short

    The impact of self-help is often overstated (or worse, not known) and the ability to improve self-help performance is underfunded.

  • 3.29.23 Read Time: < 1

    Upcoming Webinar: Scaling Customer Service in the Era of ChatGPT

    Apr 13, 2023 11:00 AM EDT / 8:00 AM PDT   Search is the way we access knowledge today. It is the foundation for customer self-help and the way service …

  • 3.15.23 Read Time: 2 Mins

    What is the primary expected outcome of your service organization?

    Service teams are shifting their focus to the attainment of strategic outcomes.

ServiceXRG

© Service Excellence Research Group, LLC 2023. All Rights Reserved.

Website by Imagebox

Contact Info
  • Email: info@servicexrg.com
  • Phone: 800-475-0089
Quick Links
  • Your Challenges
    • Overview
    • Self-Assessment (Old)
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
  • Let’s Talk
Social Media
  • LinkedIn
  • Newsletter
  • Twitter