The terms premium, mission critical and business critical are common terms used to describe the top level of enterprise focused service and support offerings. While the terms may vary at the heart of any premium offering are core entitlements that ensure a rapid response to customer issues, a committed level of expertise and provisions for managing the relationship.
While speed of responses, expertise, and ability to rapidly restore systems will remain core premium service attributes, profound changes in business-critical offering are emerging. Premium services are evolving to include broader support for interdependent technologies and hybrid architectures (cloud and on premise), are increasingly proactive and a place greater emphasis on delivering tangible results through adoption and success-oriented services. This report introduces and describes notable characteristics and best practices for defining premium support programs.
This Playbook will help you to:
- Define how premium services differ from other programs in the support portfolio.
- Identify 6 primary attributes of successful premium services.
- Describe how to make premium services valuable to your customers.
- Provide guidance on pricing aligned with customer needs and expectations.
- Develop a value proposition aligned with the needs of key customer segments.
- Make premium support programs more personal.
- Introduce service level agreements to set reasonable expectations with customers.
- How to define success-orientated premium support programs.
This Report Includes:
- Create value through flexibility.
- Establish pricing in line with customers’ perception of the benefits offered.
- Provide personalized support entitlements.
- Set realistic expectations with customers.
- Focus on customer success.
- Characteristics of Premium Services
- Premium Services Vale Proposition
- Leveraging Account Management
- Service Level Agreements
- Holistic and Consistent Services Across Product Lines
- Customer Success