Harvard Business Review

JANUARY 15, 2013

Thousands of companies have placed open source software at the center of their business. Red Hat is the global leader in open source software solutions — and has a clear strategy in how to generate revenue. Companies also package more substantial (and expensive) professional services with open source software.

Software 11

Software Technical Support Strategy Strategy 11

Harvard Business Review

JUNE 15, 2017

Due to the large size of our organization, implementation was challenging and expensive: The process took two years, and the cost at the time was estimated to be around $4 billion. As a result, a primary care physician had to review and incorporate two sets of data, sometimes with contradicting information, for a single problem.

System 13

System Technical Review Software Review Technical Support 13

Harvard Business Review

JANUARY 23, 2015

Ctrip wanted to test a WFH policy both to reduce office costs (which were becoming an increasingly high percentage of total costs due to rising rents at the firm’s Shanghai base) and to reduce the firm’s high annual rate of staff turnover (50%). Examples include coding, technical support, telesales, and basic accounting.

Software Review 15

Software Review Technical Review Policies Technical Support 15

Harvard Business Review

JANUARY 5, 2012

The Genius Bar is a place dedicated to providing technical support within Apple stores to customer having problems with the product or application. Fifth, because Apple makes both the hardware and software, it has a unique ability to create and staff a Genius Bar.

Technical Support 16

Technical Support Innovation Report Software 16

Harvard Business Review

JUNE 10, 2016

Will our salespeople require technical support and work in teams? For example, earlier this year a five-year-old software company asked us to help its sales team do a better job of selling to large enterprise organizations. Should we bundle maintenance and other services into our sales approach, or sell them separately?

Marketing 14

Marketing Software Technical Support Exercises 14

Harvard Business Review

JUNE 29, 2015

That’s partly because Xiaomi subsidizes hardware prices, according to analysts, by selling software and services through a proprietary apps store. Given India’s pool of technical talent, Xiaomi will get an opportunity to create a second R&D hub as well as an English-speaking technical support center there.

Technical Support 15

Technical Support Marketing Software Leadership 15

Harvard Business Review

OCTOBER 13, 2015

It uses continuous glucose monitoring devices and open source code to enable loved-ones to easily eyeball glucose levels in the cloud via web browsers, smartphones, computers, tablets, and even smartwatches. There are no warranties, and it’s not yet FDA-approved, and the technical support consists of a Facebook group.

Company 14

Company Technical Support Underperforming Technical Team Innovation 14

Harvard Business Review

JUNE 2, 2015

Leaders of many companies — in industries ranging from contract manufacturing, and software services to consulting and health care — tell us the same thing: “We want to move up the value chain.” Industries where this has occurred include personal computers, bicycles, software services, and musical instruments.

Technical Support 14

Technical Support Roadmap Guidelines Trends 14

Harvard Business Review

SEPTEMBER 20, 2012

Affinity distance: the cultural differences and communication styles of members, their disparity in hierarchical status in the organization (and whether their contributions are acknowledged), their past familiarity with each other, and their interdependence (whether they have a sense of "shared future and fate.").

Technical Support 16

Technical Support Collaboration Project Study 16

Harvard Business Review

MAY 13, 2014

It took the financial backing and technical support of GE and the support of CEO Jeff Immelt to nurture this business through numerous technical and business model changes. Says Comstock, “You have to believe that energy storage has a big future.” Marketing plays a catalyst role, providing growth funding.

Technical Review 11

Technical Review LEAN Software Review Product Development 11

Harvard Business Review

MAY 6, 2016

For Messenger to show up as an option, so soon after launch, shows Facebook’s reach inside large organizations; in other words, it’s the secret sauce of enterprise software combined with the ubiquity of mobile devices. Here’s my interaction with Rogers (with private bits blurred out).

Artificial Inteligence 13

Artificial Inteligence Technical Support Software Training 13

Harvard Business Review

MARCH 5, 2012

Indian companies, for instance, are already doing quite well exporting services like software development, technical support, and back-office processing to America. But let's not kid ourselves. These services will also find themselves in a run for their lives. Strengthening the industrial base.

Policies 10

Policies Technical Support Software Development Software Developers 10