Question

Topic: Customer Behavior

Distinguishing Our Software Co With 24x7 Support

Posted by Anonymous on 3/22/2005 at 9:04 PM ET 125 Points
Hi All! I'm in a niche market servicing doctors practices with management software. All our competitors offer M-F support, 6AM - 5PM. Their practice is thier livelihood and problems do happen outside of traditional "office" hours. We are hearing that customers would love to have emergency support service i.e. help when they need it - whatever the time and we can offer it. My questions are this:
1. How do you price something like this?
2. What kind of questions could you ask your customers to determine the price they can bear and the value they would really place on a service like this?
Thank you!!!!
3.
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RESPONSES

  • Posted by ROIHUNTER on 5/16/2005 at 12:35 PM Member
    Your pricing compared to your competitors is key. If you can keep them close while providing the 7x24 within the price you will come across much stronger then trying to up sell them. You can always come back and provide special packages to further enhance the relationship and offer those at a premium. Either way you come accross looking like the market leader, not follower.

    Hope that helps.
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