We provide strategic and operational consulting services in the areas of technical support, field service, and customer success. 

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• Advising Venture Capital firms on potential portfolio companies from operational and supportability perspective

• Support strategy and implementation for startups and established companies

• Services assessment

• Design of services offerings

• Support resource and headcount modeling 

• Design for Supportability 

• Knowledge management (KCS) 

• Information Architecture

• Voice of the Customer 

• Support portals

• Supporting cloud-based applications and services

• Service automation

• Escalation management

• CRM vendor selection

• CRM implementation

• Telephony

• Field service

• Security

• Privacy

• Social Media strategy for services operations

• Services integration through mergers and acquisitions

• Training 

• M&A consulting

 

 

The Principal of The Support Strategy, Lala Mamedov, is a highly respected Support and Services executive with leadership experience ranging from optimizing and delivering global frontline support to customer deployments to building backline and sustaining support operations in consumer, SMB, and Enterprise spaces. 

She has provided hands-on management and thought leadership at a number of prominent companies, such as Netscape, Verisign, PayPal, Intuit, Juniper Networks, and others, as well as advising a number of startups.

 

Lala Mamedov has in-depth practical experience developing and implementing both transformative strategic innovations, practical efficiencies, and productivity improvements. She has led successful service automation efforts, resulting in, as an example, a 50% reduction in inbound case volume. In another instance, she achieved a 45% increase in team productivity by implementing subject matter specialization, closed loop feedback process, and more sophisticated and streamlined managed service implementation processes.

Lala Mamedov is a sought-after participant in support industry events as a speaker and a panelist. She has been recognized as “Innovator of the Year” by the Consortium for Service Innovations for her contribution to the development of Knowledge Centered Support (KCS) framework. She is a tenured judge of the annual Top Ten Support Websites competition.