3 Advantages of Client-Centered Support Services
There is a big difference between customer support and client support services. A customer relationship is far different than a client relationship because although you may be committed to your customers, the customer isn’t necessarily committed to you. Clients, on the other hand, have committed to a contract and rightfully expect a higher level of professional services.
A software support system, for a client, ideally will be customized to the unique needs of that client. Customers expect to get the same software every other customer gets, but clients are long-term customers who can expect that standard software to be part of a detailed project plan that has customized goals. There should be key milestones set up to validate the process of reaching those goals. Designing a plan like this requires time investigating what needs to be done and working together to create the best way to accomplish your goals.
Executing the detailed, customized project plan requires time and testing. It should be implemented without seriously disrupting daily operations and should be assessed during the adjustment period. Training people to work with a new software system takes time. Troubleshooting the inevitable snags takes flexibility and creativity as theory is put into practice and the client’s goals are realized.
Once the software system has been customized and effectively put into place, the third stage of professional services can be established. This is like “taking off the training wheels” and letting the client ride alone, but being available when questions come up. Transitioning to this third stage of client support has the advantage of long-term commitment to a consistent deployment of the software. It enables a client to freely navigate the challenges of business operations and meet them with success because the expert advice of the software provider is always available.