I don't think so, Alan.   Software support/SEO worked closely with the lab on new products/enhancing those existing ones as well.

The model made for a self-sufficient support group with the tools and staffing needed to support the customer base.  This is as opposed to being part of sales force overhead.

While I wasn't privy to how the revenue stream was parsed out, I know that the backend support teams as well as SR remedies were part of those dollars.

I qualify this by saying that this was the way it was into the early 90s...I don't know  how the model has changed.

Jack
-----Original Message-----
From: Alan Yeo [mailto:[log in to unmask]]
Sent: Friday, February 08, 2013 6:08 PM
To: Jack Connor
Cc: [log in to unmask]
Subject: Re: Trying to track down a quote from a former HP exec

In message
<[log in to unmask]>, Jack Connor <[log in to unmask]> writes
>Yes, Mark hired me in '78 in King of Prussia, then went on to create
>the HP Services org...  Good man.  He changed support from a sales give
>away to a recurring revenue stream with a real support plan/model.
>
>jack

Unfortunately it was that model that killed investment in the Software that sold the HP3000. As I understand nothing from support revenues was ever reinvested back into the software that drove the sales and support revenues.
--
Alan Yeo
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