Tech Support organizations added, or changed their titles to “Customer Success”.
Those who did it without any cynicism, recognized early that there is much more value when an organization focuses in helping customers reach their goals, than just conforming to a SLA, pursuing a certain “up time”.
This thinking has allowed services organizations to be a key part in the growth of technology vendors, and move from cost center to profit hub.
In the middle of the Great Resignation, perhaps it’s time for Human Resources to become Human Equity, and recognize that people aren’t completely expendable and replaceable.
Maybe then, the Stock Market would not get so excited when a company loses half of their best people, who will end up with the competition.