[160837] in North American Network Operators' Group
Re: Quantifying the value of customer support
daemon@ATHENA.MIT.EDU (Rodrick Brown)
Thu Feb 14 17:52:24 2013
From: Rodrick Brown <rodrick.brown@gmail.com>
In-Reply-To: <CALb2afMLAgwtOvRLG3TD59E2Xk+oS3+Vx_f5i9y9cJdqeRgwSQ@mail.gmail.com>
Date: Thu, 14 Feb 2013 17:52:10 -0500
To: Kasper Adel <karim.adel@gmail.com>
Cc: NANOG list <nanog@nanog.org>
Errors-To: nanog-bounces+nanog.discuss=bloom-picayune.mit.edu@nanog.org
On Feb 14, 2013, at 4:00 PM, Kasper Adel <karim.adel@gmail.com> wrote:
> Hello,
>
> We are a 2nd level of escalation in a service provider, trying to put a $
> value on the support we give to our NOC and other implementation teams,
> when they email us about problems they face. But we are merely bits and
> bytes engineers that cant quantify and justify the value of what we do to
> the management team. I guess these smart suits want to see an excel sheet
> with a table of how much they save or gain by the support we do. We respond
> to technical questions and simulate problems in a lab.
>
> Can anyone help me with an idea or any material i can reuse? Templates? Has
> any one been in a similar situation.
Sounds like a job for the Bob's.
>
> Thanks
> Kim
