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It’s still usually viewed as a cost center by management in either case, and employees in support roles are notoriously underpaid, overworked and at risk of inexplicable layoffs.

I would love to see more companies treat support technicians and customer support agents like prized human capital, give them good job security, don’t try to outsource or downsize them, and give them top class compensation to make them very proud to do the job.

Which is why managers in B2B support organization often start moving toward profserv ... which then creates a downward spiral in the value the core product provides.

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