Some products and services come with a fixed warranty or support period followed by paid support options. This is particularly well known in the computer software industry. Customers can become very irate when they call in with a problem and are told they have to pay for support. When I worked at IBM in Software, we had (and I believe IBM still has) an entitlement process when someone calls in for support. This post covers some of IBM’s preventive and reactive programs for paid support.

Customer Centricity: An IBM Video

Monday, March 21st, 2011

Customer Centricity is a new term to capture the thought that customers are central to everything an organization does, including product development, sales, service, marketing and even through its suppliers and channels. IBM has an excellent video called “How it Works: Smarter Commerce” that covers the concept well. Watch the video and review the key points in this blog post.

IBM has recently announced new software portfolio called IBM Customer Experience Suite. According to Fast Company in an article called Why IBM could be bigger than Facebook in Social Media , this software announcement is a clear indication that social media has changed the business landscape. However, a key tool and process does not seem to be part of IBM’s approach.

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