Season 1
A Fortnightly Vodcast Series
In this season, we aim to highlight the importance of premium
support, effective implementation and pricing strategies, and key metrics for success
measurement.
We will be joined by Patricia Lughezzani, a highly accomplished
visionary professional with a distinguished career in building, revitalizing, and optimizing
customer support, customer success, renewal sales, technical services, and sustaining
engineering organizations to facilitate growth and customer retention. Patricia’s consulting
company, PL Support Solutions, focuses on Customer Success, Premium Support, and Support
Optimization strategies.
Patricia Lughezzani
Founder, PL Support Solutions and Executive Advisor, Grazitti
Interactive
Episode 1 – Premium Support – The What, Why, and
How
Key Takeaways:
Support service provides highly needed customer value
Enterprise customers expect and require premium services to be
successful
Automation and online services can help scale premium support
Paid services offset support costs allowing right-sized coverage and
employee retention
Support as a revenue stream gives support leaders their seat at the
strategic table
Episode 2 – Determining Premium Support Features,
Offerings and Value Drivers
Key Takeaways:
Quantifiable features with outcome goals
Differentiated offering levels
Premium retention accountability
Ongoing sales enablement and engagement
Mechanism for feedback and continuous evaluation
Episode 3 – Premium Support – Pricing Strategies
Key Takeaways:
Align your market position
Review the competitive landscape
Understand costs and margin goals
Plan for additional support capacity
Executive agreement to staff to services sold
Episode 4 – Premium Support – Internal Partnerships
Key Takeaways:
Identify partners & engagement levels
Communicate with stakeholders early & often
Establish new relationships
Post-launch establish pipeline ownership
Episode 5 – Premium Support – Financials
Key Takeaways:
Establish “profit center” goals
Annual support sales planning
Automate sales process (attach & approvals)
Periodic reviews of financial results
Make adjustments based on sales results
Episode 6 – Premium Support – Tools and Technology
Key Takeaways:
Align strategy with IT infrastructure
Design a multi-year technology roadmap
Highlight premium experience for funding decisions
Continuously evolve and innovate
Episode 7 – Ask Patricia Anything
From implementing specific strategies for successfully launching premium
support, to navigating tricky customer scenarios, to seeking insights to the
industry trends, Patricia is going to answer all your queries in this
episode.
Want to Know More About Launching Premium
Support for Your Enterprise? Ask
Patricia!
Patricia Lughezzani
Founder, PL Support Solutions and Executive Advisor, Grazitti Interactive
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