SSPA  P R E S S  R E L E A S E S

The Service & Support Professionals Association and Tech Strategy Partners Conduct First In-depth Study on Changing Customer Requirements for Technical Support
August 23, 2004

Support Demand Industry Study Results Revealed at the SSPA Conference @ Savannah,
Oct. 3-6, 2004

San Diego and Redwood Shores, Calif. – Aug. 23, 2003 – The Service & Support Professionals Association (SSPA) and Tech Strategy Partners today announced they are collaborating on a Support Demand Study, the first ever research to take an in-depth look at changing customer requirements and expectations for technical support. The results of this study will be revealed during a keynote presentation at the SSPA Conference @ Savannah, Oct 3-6, 2004, held at the Savannah International Trade and Convention Center.

During the keynote presentation, SSPA president and CEO J. B. Wood and Tech Strategy Partners principal Rahul Sood will present study highlights and explain the different customer needs within three target markets: enterprise companies, small and medium size businesses, and consumers. They will also address the specific events and motivations that drive these trends.

CONFERENCE OVERVIEW:
The SSPA Conference @ Savannah is designed to assist technology and support center VPs, directors, and managers in planning for essential aspects of support services – demand, technology, and people – by providing powerful, actionable content. In addition to the Support Demand Study keynote, conference highlights include:

• A keynote presentation: "The Future of Service in the Innovation Economy", by James Canton, technology futurist, CNN commentator and noted author
• A Power Panel of CEOs from Axeda, InQuira, KANA, Kanisa, Kaidara Software, Primus Knowledge Solutions, and SupportSoft discussing the future of support technology
• A Power Panel on attracting, motivating, and retaining top talent
• Breakout sessions and interactive workshops taught by industry visionaries
• Interactive workshops that cover the future of support services
• The 2004 STAR Awards presentations for support excellence

WHEN: October 3 – 6, 2004

WHERE: Savannah International Trade & Convention Center
www.sspaconferences.com/savannah

About the SSPA
Founded in 1989, the Service & Support Professionals Association (SSPA) was formed to focus on the specific needs of service executives who are responsible for support centers and overall customer relations. Today, the SSPA represents over 24,000 service professionals at 2,700 support centers worldwide. SSPA was created for professionals, managers and executives that make their living in the IT support services community. For more information regarding the SSPA and other related divisions, visit www.thesspa.com or call 858-674-5491.

About Tech Strategy Partners
Tech Strategy Partners is a premier technology consulting firm. Tech Strategy Partners advises clients on a variety of issues that impact their business including: technology and product development; services, support and maintenance; offshore programs; mergers and acquisitions; and strategic investment. Their expertise is developed over 30 years of strategic and operational experience in technology businesses in North America, Europe, India and Asia-Pacific. Founded in 2003, Tech Strategy Partners is headquartered in Redwood City, California with offices in Bangalore, India. For additional information, please visit www.techstrategypartners.com or call 650-593-3815.