Software start-ups almost never build a technical support team when the company starts. The salespeople handle support and training at first.

As the company grows it will become obvious to everyone that the salespeople could sell more if they weren't interrupted so much with support and training duties. That's when the company needs me.

I know the tools and processes for starting technical support and professional services teams. I understand the software product lifecycle, and how customers' services needs change through those lifecycle stages.

The articles on this blog will cover the whole process of building and managing these services teams, over the whole product and customer lifecycle.

I know a lot, but not everything. Ask me your tough questions. Challenge my assumptions. I look forward to learning from you.

I am available for contract work, if you want to talk to someone about the specifics of your situation.

-Randy Miller | william.randy.miller (at) gmail.com

Friday, October 22, 2010

About the author

This isn't a normal blog.  There will be nothing here other than my original articles about how to build and manage a top-flight services team for software product companies.  That is my experience.  That is my passion.

I am available for contract work or regular employment.

I'm currently in the Austin, Texas area.  I would consider commuting or moving.

I'm looking for an innovative start-up that is out to change the game for how business is run.  You need my expertise if:
* Your salespeople and developers are doing too much technical support.
* Your salespeople are too busy selling to help customers implement the software.
* Your customers are expressing frustration about not getting the ROI they expected.
* You need to increase your ability to sell to more conservative companies (companies that are less comfortable living on the bleeding edge.)

Randy Miller
william.randy.miller (at) gmail.com
http://www.linkedin.com/in/williamrandymiller
by Randy Miller at 2:54 PM

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