In the Software business at IBM, some customers would expect Support to handle every issue they had, especially when they were paying for a support contract. Sometimes, the customer’s support request went beyond normal ‘Defect’ or ‘How To’ support. Customers wanted the product to have features that were not available in the product or needed training to use the product effectively.

In my previous article, I described why customer satisfaction can be impacted by having people with the right skills. Clearly having staff with the wrong skills can hurt a customer’s perception of the organization, and impact sales of its products, its ability to deliver valuable services or provide needed support. But what skills should be measured? Here’s a ‘software organization’ example.

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