Rich Sharples' Blog » quality http://blog.softwhere.org Musings on the world of software from the sharp end of the long tail Sat, 27 Aug 2011 01:03:48 +0000 en hourly 1 http://wordpress.org/?v=3.3.1 Value and Quality in Open Source http://blog.softwhere.org/archives/331 http://blog.softwhere.org/archives/331#comments Sat, 06 Sep 2008 14:11:28 +0000 sharps http://blog.softwhere.org/?p=331 As I’ve said before – if you are trying to grow a business based on Subscriptions and Open Source Software that is already freely available then everything else you provide – productization and certification, consulting and support has to be the best. Red Hat, unlike many of it’s competitors has decided to make technical support services a key differentiator. That takes investment and commitment but it pays off in the long term when it comes to subscription renewals. Don’t underestimate the value of loyalty :

We’re constantly checking how we’re performing and one of the latest customer satisfaction surveys we’ve commissioned for JBoss has just been published – the above chart came from the survey. While there’s always room for improvement I think we’re doing well both in terms of quality and value of our services.

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