Takeaways

• Bad support is a primary reason for vendor switching.
• Good support should be proactive and value-driven.
• Traditional support models often prioritize agency profit over client needs.
• A shift in mindset is needed from support to partnership.
• Value-driven retainers focus on measurable improvements, not just maintenance.
• Knowledge transfer is essential for client self-sufficiency.
• Red flags include lack of documentation and predatory retainer models.
• Clients should conduct a cost-benefit analysis for support needs.
• Finding a good vendor is challenging and requires due diligence.
• Partnerships should align with client goals for success.

Chapters

• 00:00 The Importance of Vendor Support
• 03:02 Defining Good vs. Bad Support
• 05:52 The Pitfalls of Traditional Support Models
• 08:46 Shifting Mindsets: From Support to Partnership
• 11:45 Value-Driven Retainers and Their Benefits
• 14:43 Red Flags in Vendor Relationships
• 17:43 Navigating the Support Landscape
• 20:38 Finding the Right Vendor Partner

Links

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