Top software pricing mistakes

Pricing is tough. It is no fun. It is a pain in the ass. But over time you will learn a lot. I know I have. This is a compilation of many hard won lessons, and some we are still learning ….

July 4, 2018

Customer Service Fails … and Fixes

I’ve been doing customer service for a long time. Here is a list of the most frequent fails I see, and the fixes to them.

1-You send emails with a hard coded valediction that is really obvious because it isn’t the same font, color as the rest of your email. So you don’t care enough about the customer to either type “Thanks, Brian” or to at least make your hard coded template look like you did.

July 4, 2018

ApexSQL Script 2018 – Product update alert

ApexSQL Script 2018 has been released

About ApexSQL Script: ApexSQL Script is a SQL Server tool that scripts database objects and data into a SQL scripts, .NET solutions and executable installers. It can export live databases directly to version control and can automate and schedule the migration processes.

July 4, 2018

The Support Engineer’s Creed

What if Vince Lombardi was a software support engineer? He might make up a creed that sounded something like this…

My mission is to provide Best of Class product support in my industry

I am fortified by the singleness of my purpose and my commitment to excellence

Recognizing that I am the first responder, the first line of defense between the user community and my company’s software defects, I will react quickly to user issues and let users know their issue will receive *immediate* attention

July 4, 2018

Not all bugs are created equal

Defect prioritization 

These are the guidelines we use for setting Priority of bug fixes. It is combination of Severity and Frequency

July 3, 2018

ApexSQL Unit Test 2018 – Product update alert

ApexSQL Unit Test 2018 has been released

About ApexSQL Unit Test: ApexSQL Unit Test is a SQL Server Management Studio add-in, to maintain and run SQL database unit tests. It allows you to create unit tests and organize them in test classes. In addition, a single test case can be executed, as well as all tests from a single class or all tests against a single database with just a single click. Test execution can be automated using the CLI, along with exporting test execution results to XML, SQL script, or SQL database table.

July 3, 2018

Make technical support sexy

Product support gets a bad rap at times. But with a little effort, you can make it one of the sexiest and most rewarding positions in your company. Here are some things that can help.

Good compensation 

Make sure your product support engineers are well paid. As a base I would take what you pay a QA engineer/Software tester (at the same level) and add a premium for communication skills and the stress of dealing with customers, urgent problems etc. as well as any other value-adds they provide e.g. writing.

Also, offer a non-management promotion path to encourage continual career development and learning, as well as validating support engineers who take on increased responsibilities

July 3, 2018

Advantages of ApexSQL CI/CD toolkit PowerShell scripts

ApexSQL CI/CD toolkit PowerShell scripts, offer some interesting, compelling, advantageous and even unique features compared to other solutions that may be available

Open source

ApexSQL CI/CD toolkit PowerShell cmdlets are contained in the CI/CD PowerShell module that is available for download in the form of PowerShell code from our GitHub repository. That means anyone with some scripting skills can customize the way in which PowerShell CI and CD scripted pipelines are executed.

June 29, 2018