The article begins with quotes from the speech by Wing-Dar Ker, General Manager of Microsoft Customer Service and Support, Asia Pacific and Greater China Region (APGC CSS) at IT Market China Conference 2009 held by CCID group, ”Best Service is No Service! Best Service is Value-added Service”.

The article explains the difference of “price” and “value” and points out price has its comparability while value is more critical. It also elaborates the concept of IT services should help customers differentiate the value instead of the price of a service.

To be a good enterprise, an organization must keep growing despite an economic downturn; forget about the conventional concepts of management, work to remove barriers to execute new methodologies. Take APGC CSS as an example, the organization thrives on evolving the concepts of IT services towards “problem prevention” from the traditional concerns on “how to effectively solve problems.”

In conclusion, that the transit in operation models and concepts of IT services will help partners enhance technical supportability, bring on more opportunities of business expansion, that ultimately takes us to a much higher level of Customer Partner Experience (CPE).

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