Publisher's Synopsis
Aimed at software support professionals, this text seeks to be a resource for providing cost-effective customer support services in today's mass-market software industry. It covers the technical, human and managerial aspects of one of the software industry's biggest growth areas. The book covers a variety of support operations, including software problem diagnosis, hardware and software tools for support, customer relations support management and future trends in the industry. It also examines the relationship between a software support operation and its surrounding organization, the role of support data in the product marketing and development process, and recent issues such as electronic support forums and support automation. Actual profiles of major support operations show how the best organizations put quality support into practice.
