Support.com 2006 Annual Report Download - page 13

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handling, reporting and integration are shared by many of our products, allowing for faster product development.
Sales and Marketing
We maintain a worldwide sales organization to reach digital service providers and corporate IT departments. Our sales
organization is managed geographically in three regions: the Americas; Europe, the Middle East and Africa; and Asia/Pacific. Within
regions, some sales representatives sell specifically to digital service providers, some to corporate IT departments, and some to both.
The marketing organization works closely with the sales organization to create programs which build awareness of our solutions.
The marketing organization uses a wide range of programs to build market awareness, including relationships with industry analysts,
direct mail and relationship marketing programs, business and trade press tours, and participation in industry−specific trade shows.
The marketing organization also creates collateral for the sales process.
For our consumer offerings, our customer acquisition program is currently focused on online marketing, primarily search, banners
and viral programs, and terrestrial radio, as well as public relations activities. We expect to expand our marketing activities as our
consumer offering evolves. We have a consumer business development organization that establishes and manages relationships with
partners through whom we make our consumer offerings available.
Customers
Representative digital service providers who have purchased our products and services include: Belgacom, BellSouth, Bharti,
Casema, Carphone Warehouse (Talk Talk), Charter, Comcast, Cox, Essent Kabelcom, FastWeb, KPN, Ono, Portugal Telecom, TDC
Kabel, TDC Solutions, TDC Switzerland, TeliaSonera, Time Warner Cable, UPC Broadband, Verizon, and other service providers
worldwide. Representative companies that have licensed SupportSoft software for corporate IT operations and customer support
requirements include: ADP, Bank of America, BT, Kimberly−Clark, Lockheed Martin, Marriott, Northrop Grumman, Sony
Electronics, Symantec, Thomson Financial and Trend Micro. Representative managed service providers that have purchased our
products to provide outsourced services to enterprises include: CGI, CSC, CompuCom, EDS and IBM.
Alliances
We establish alliances with other companies to expand the reach of our sales and marketing efforts. We incorporate products from
other companies, such as search engines, where we believe they will enhance the functionality of our products.
We work closely with CPE manufacturers and maintain an interoperability laboratory to test their hardware products against
standards developed by the DSL Forum. Certain of these firms resell our products to digital service providers.
We have formed relationships with managed service providers that represent a customer base as well as a delivery option for our
products. We have developed relationships with managed service providers, including CGI, CSC, CompuCom, EDS and IBM to
address customer demand for outsourced IT services.
We have formed relationships with consumer facing companies in order to expand the reach of our consumer offerings. We have
relationships with a large personal computer manufacturer and a European digital service provider in which such firms use our System
Tune−Up solution to provide computer performance enhancement services to consumers. We have also established referral and
affiliate programs which provide fees to third parties referring consumers to support.com.
9
Source: SUPPORTSOFT INC, 10−K, March 16, 2007