The True Value of Software Services: From After-Sales to Core Competency Introduction: A Decade of Firsthand Experience
During a recent conversation with the CIO of a financial client, we discussed the difference between vendor-provided services and third-party services. Around the same time, I also spoke with a veteran who spent decades in HP and IBM’s service departments. These conversations brought back reflections on my own journey, over ten years in software service roles, starting in 2013. I’ve witnessed the final golden decade of global software vendors operating, and I’d like to share my perspective on the evolving role and value of software services. 1. Service Is Not “After-Sales” — It’s Part of the Product Many customers see software services as merely after-sales support. But in mature software companies, service spans the entire product lifecycle — from pre-sales, implementation, and delivery to post-launch optimization, issue resolution, and upgrades. Buying software isn’t just about acquisition — it’s about usability and effectiveness , both of which rely heavily on professional se...