Premium Support with Patricia Lughezzani

Season 1

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.