Before your product goes global, your customer support should go global

  If you're a cloud or a mobile app firm, it's absolutely true for you. Why? It’s simple. Intentionally or unintentionally product companies are acquiring global customers much earlier in their life-cycle. The reason could be anything from virality, ease of online customer acquisition, almost no implementation or on-boarding processes. The bottom line here is it's a good time for SaaS companies. But let me tell you, it's a difficult time too. Especially when you reach the office in the morning and see your mailbox flooded with support tickets from your global customers. Since you're not in their time zone, ...

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CAPWAP for Inter WLAN Controller Communications

CAPWAP networking protocol (RFC #5415) protocol as all Wi-Fi engineers would know is a widely used networking protocol that enables a central WLAN controller to manage a collection of Wireless Access Points, and most of the WLAN industry is using the CAPWAP in their solutions the same way. However, if we see little more into the CAPWAP semantics, CAPWAP networking protocol is designed very flexibly, and can be leveraged advantageously in multiple wireless scenarios and deployments. One such deployment scenario, I can think of is selective data path forwarding from an edge WLAN controller to a remote WLAN controller. But, ...

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A big part of meeting customer expectation is – NO SURPRISES

Surprise leads to dissatisfaction. This leads to the lowering of expectations. If the expectations dip so low that the value created by the vendor does not justify the cost, then that is the end of the customer-vendor relationship. Success in any customer engagement comes down to No SURPRISES in software engineering. The surprise can occur at any stage of customer engagement. For starters, there is a sticker shock when the vendor delivers the proposal. A meeting describing the functions and schedules is in order, before the vendor submits the proposal. This can also be discussed in initial introductory meetings. Once ...

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