Hi Villagers,

Does anyone have any thoughts on a “Named Resource” Support program?  This would be an upgraded support offering where individual clients would pay extra to always get to talk to the same person when they call in for support.  I was talking to someone last week who had just introduced the program.  He thought the sales team was picking it up pretty quickly and he hoped it would generate some good revenue this year.  I have a couple of questions.

How many clients can one dedicated rep handle?  I guess that would be a function of call length, but I’m curious what clients expect when they have paid for a named resource.  Are they willing to leave a message and have it returned later in the day?  Do they get upset when they can’t get their person on the line right away or are they just happy to know that when they do talk to someone, that person will be familiar with them and their process so they are willing to wait?

Thank you,

Darren