The Customer Demand Model

Greg Oxton of the Consortium for Service Innovation presents the Customer Demand Model (formerly called the Funnel & the Cloud model). Demand for support is MUCH greater than what we see in the support center!

The value support creates by reusing and publishing knowledge cannot be measured in support. It is realized by customers (through channels like self-service and communities) and by product design and development.

The customer support experience is most often indirect (not happening with the organization's support analysts), and it is a key driver of customer loyalty.
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