Maintenance Pricing Practices
In-Depth Analysis and Results from the Comprehensive TSIA Survey on Maintenance and Service Contract Pricing Practices
Author: Michael Israel, TSIA

An Analytic Approach to Knowledge Management
TSIA Members Avaya and Symantec Create Analytic Scorecards for KM Effectiveness
Author: John Ragsdale, VP of Technology Research, TSIA

Creating a Converged Services Infrastructure
Enabling the Next Generation of Service Offerings
Author: John Ragsdale, Vice President of Research, TSIA

Recognized Innovator Awards: Fall 2009
Innovation in Battling Complexity, Product Consumption, Service Economics
Author: John Ragsdale, Vice President of Research, SSPA

Driving Self-Service Success with Rich Media
SSPA Member Adobe Systems Leverages Video to Bring Knowledge Alive
Author: John Ragsdale, Vice President of Research, SSPA

Field Engineers
The Service Business Stimulus Package
Author: Timothy S. Spencer, Field Services Executive and Guest Contributor

Profiles in Excellence
Spring 2009 Star Awards
Author: John Ragsdale, Vice President of Research, SSPA

2009 SSPA Member Technology Survey
Adoption, Satisfaction, and Planned Spending for Service and Support Technology
Author: John Ragsdale, Vice President of Research, SSPA

SSPA Service Insight
The Services Dashboard
Author: John Ragsdale, Vice President of Research, SSPA

The Services Innovation Gap
How Many Technology Companies Are Failing to Respond to Fundamental Challenges to Their Business Model
Author: Bo Di Muccio, Senior Director, Research and Advisory Services, TPSA and
J.B. Wood, President and CEO, AFSMI, SSPA, TPSA

Recognized Innovator Awards: Spring 2009
Innovation in Collaboration, Infrastructure, Revenue Generation
Author: John Ragsdale, Vice President of Research, SSPA

Service Convergence Begins with KM
Consolidating Knowledge Efforts Cuts Cost, Improves Service, Captures IP
Author: John Ragsdale, Vice President of Research, SSPA

2009 SSPA Member Technology Heat Map
Significant Gains in Adoption in Multiple Areas of Support Technology
Author: John Ragsdale, Vice President of Research, SSPA

Support’s Role in the Green Enterprise
How to Cut Costs and Improve Service with Green Support
Author: John Ragsdale, Vice President of Research, SSPA

Building a Business Case for Communities
Mature Communities Offer ROI for Incident Deflection
Author: John Ragsdale, Vice President of Research, SSPA

Practices and Results
Author: Thomas E. Lah, Executive Director, TPSA

Member Collaboration: Support Ratios
Ratio of TSEs to Customers; Knowledge Engineers to TSEs
Author: John Ragsdale, Vice President of Research, SSPA

VC Funding for Service Automation Slows
Largest Investments Made to Green Energy and Biotech/Healthcare
Author: John Ragsdale, Vice President of Research, SSPA

What I Heard: Service Technology Trends
Conversations from the 2008 AFSMI, SSPA, and TPSA Fall Conference
Author: John Ragsdale, Vice President of Research, SSPA

Recognized Innovator Awards: Green Edition
Virtual Centers, Eliminating Onsite Visits, Field Schedule Optimization
Author: John Ragsdale, Vice President of Research, SSPA

The ROI of Knowledge Management
Building a Business Case for KM Investments
Author: Bill Rose, VP, Services Research, SSPA

Preparing for the Future:
Building a Support Succession Plan that Works
Author: Bill Rose, VP, Services Research, SSPA

Servicing the SMB Marketplace:
Discovering Goldmines and Landmines
Author: Bill Rose, VP, Services Research, SSPA

The Challenges of Tech Support via Email
Linksys Ends Email Support, Successfully Migrating Traffic to Forums
Author: John Ragsdale, Vice President of Research, SSPA

The ROI Revival
SaaS Company Takes Value Measurement to the Next Level
Author: Shawn Santos, Director of Programs, SSPA

SSPA Research Product Comparison: Remote Support Platforms
Axeda, Bomgar, Cisco WebEx, Citrix Online, LogMeIn and NTRglobal

Blurring Boundaries Complicate Tool Selection
Emerging Trends from the 2008 SSPA Best Practices Conference
Author: John Ragsdale, Vice President of Research, SSPA

SSPA Spring 2008 Recognized Innovators
Usability, Voice of the Customer and Root Cause Analysis
Author: John Ragsdale, Vice President of Research, SSPA

Exempt Status for TSEs: Navigating FLSA
Organizations Move to Reclassify Support Techs as Non-Exempt

2008 SSPA Member Technology Survey
Adoption, Satisfaction and Planned Spending across Twenty Four Functional Areas of Support Technology
Author: John Ragsdale, Vice President of Research, SSPA

2008 SSPA Member Technology Heat Map
Significant Gains in Adoption in Multiple Areas of Support Technology
Author: John Ragsdale, VP, SSPA Research - March 2008

Creating Personalized Customer Experiences
Three Steps toward Offering Unique and Differentiating Support Interactions
Author: John Ragsdale, VP, SSPA Research - February 2008

Assisted Support Best Practices
Which Metrics to Track and How to Calculate Them
Author: Jim Hendrickson, VP Advisory Services, SSPA

Asking Applicants the Right Questions
SSPA Members Share Best Practices for Support Rep Interviews
Author: John Ragsdale, VP, SSPA Research - January 2008

Web Self-Service 2008 Trends
Self-Service Success Continues to Decline; How Web 2.0 Can Help
Author: John Ragsdale, VP, SSPA Research - December 2007

2007 in Review: Support Technology Trends
Customer Support Communities, Analytics Everywhere, Proactive Support
Author: John Ragsdale, VP, SSPA Research - December 2007

Online Communities Give Voice to Customers
Leveraging Web 2.0 to Improve Collaboration With and Among Customers
Author: John Ragsdale, VP, SSPA Research - November 2007

Getting The Most Out Of Vendor References
Tips for The Customer Reference Process and What Questions to Ask
Author: John Ragsdale, VP, SSPA Research - October 2007

SSPA Fall 2007 Recognized Innovators
Globalization, Interaction Quality and Proactive Support
Author: John Ragsdale, VP, SSPA Research - October 2007

Staffing Night and Weekend Shifts
SSPA Members Offer Their Own In-House Best Practices
Author: John Ragsdale, VP, SSPA Research - October 2007

OmniChannel Update: Volumes Still Climbing
Service Levels Up: Response and Resolution Times Improve for All Channels
Author: John Ragsdale, VP, SSPA Research - October 2007

"Right Channeling" Interactions by Value
Providing Unique Customer Experiences Based on Account Value
Author: John Ragsdale, VP, SSPA Research - September 2007

Building a Business Case for Remote Support
Improvements in Key Operational Benchmarks Create Reliable ROI Model
Author: John Ragsdale, VP, SSPA Research - August 2007

10 Best Practices to Increase ERMS Success
Top 10 Tips to Maximize the Effectiveness of Email Response Management
Author: John Ragsdale, Vice President of Research, SSPA - July 2007

Improving Service with the 360° View
How CRM Software Enables Contextual, Personalized Interactions
Author: John Ragsdale, VP, SSPA Research - July 2007

Constructing the 360° View of the Customer
SSPA Members Make Progress in Mastering Critical CRM Concept
Author: John Ragsdale, VP, SSPA Research - July 2007

Top Knowledge Management Trends
Globalization, KM 2.0 and Evolving Customers Top Member Issues List
Author: John Ragsdale, VP, SSPA Research - June 2007

Best Practices For Retaining Top Technical Talent In Service & Support
Author: Executive Staff, SSPA - June 2007

Deflecting Routine Customer Emails
Leveraging Email Response Management Systems to Cut Costs
Author: John Ragsdale, VP, SSPA Research - June 2007

Preparing For Knowledge Management 2.0
Online Communities Force Changes to Support’s KM Strategy
Author: John Ragsdale, VP, SSPA Research - May 2007

Spring 2007 SSPA Recognized Innovators
Analytics/Business Intelligence, Web 2.0, Offer Management
Author: John Ragsdale, VP, SSPA Research - May 2007

Market Overview: Reporting and Analytics
Embedded Business Intelligence Reporting in Support Applications
Author: John Ragsdale, VP, SSPA Research - April 2007

Increasing Effectiveness of Voice Self-Service
Best Practices to Increase Accuracy and Customer Adoption
Author: John Ragsdale, VP, SSPA Research - April 2007

Market Overview: Voice Self-Service
Leveraging Voice Technology to Automate Customer Interactions
Author: John Ragsdale, VP, SSPA Research - April 2007

Creating Effective In-Home Service Programs
Results from the SSPA Consumer Services Survey for Home Office, Theatre
Author: John Ragsdale, VP, SSPA Research - March 2007

2007 Consumer Electronics Spending Trends
Results from the SSPA Consumer Services Survey for Home Office, Theatre
Author: John Ragsdale, VP, SSPA Research - February 2007

Hottest In-Home Service Options and Drivers
Results from the SSPA Consumer Services Survey for Home Office, Theatre
Author: John Ragsdale, VP, SSPA Research - February 2007

Analytics' Role in Value-Added Support
Leveraging Technology to Unlock Business Intelligence
Author: John Ragsdale, VP, SSPA Research - February 2007

Leveraging Web 2.0 for Margin Improvements
Effectively Incorporating Forums into Web Self-Service
Author: John Ragsdale, VP, SSPA Research - January 2007

2007 Service and Support Technology Trends
Consolidation Accelerates; Open Source and OnDemand Reach Critical Mass
Author: John Ragsdale, VP, SSPA Research - January 2007

Best Practices to Increase Offer Accept Rates
Successfully Incorporating Upsell/Cross-Sell into Inbound Support
Author: John Ragsdale, VP, SSPA Research - January 2007

2007 Service and Support Industry Trends
Support “Crosses the Chasm” from Tactical to Strategic
Author: John Ragsdale, VP, SSPA Research - January 2007

Field Service Offer Accept Rates Nearly 100%
Extended Warranties, Additional Products and Services Prove Easy to Sell
Author: John Ragsdale, VP, SSPA Research - November 2006

2006 Year in Review: Vendor Consolidation
Significant Acquisitions within the CRM and eService Markets in 2006
Author: John Ragsdale, VP, SSPA Research - December 2006

SSPA Recognized Innovators: Fall 2006
Technology, Customer Experience and Optimization Innovators
Author: John Ragsdale, VP, SSPA Research - November 2006

Adding Upsell/Cross-Sell to Web Self-Service
Successful Revenue Generation Using Unassisted Channels
Author: John Ragsdale, VP, SSPA Research - November 2006

Navigating Uncertainty: Future Scenarios for Technology Services
Co-Authors: Decision Strategies International and SSPA - Fall 2006

2006 SSPA Functional “Heat Map”
Member Adoption of Service and Support Technology in 21 Product Areas
Author: John Ragsdale, VP, SSPA Research - November 2006

Deriving BI from Recorded Interactions
Trends in Quality Monitoring
Author: John Ragsdale, VP, SSPA Research - October 2006

Highly Personalized Self-Service Microsites
Web 2.0 Raises Consumer and Enterprise Expectations for Self-Service
Author: John Ragsdale, VP, SSPA Research - October 2006

Executive Research Series Part IV: The New Services Mix
Author: SSPA Executive Staff

Satisfied, but Not Dazzled by Technology
Preliminary Results from 2006 SSPA Support Technology Survey
Author: John Ragsdale, VP, SSPA Research - September 2006

Best of Breed, End-to-End Field Service
The Merging of Enterprise Software, SaaS and Outsourced Services
Author: John Ragsdale, VP, SSPA Research - August 2006

Market Overview: Field Service Optimization
Author: John Ragsdale, VP, SSPA Research with Joanne Weigel, Program Manager, SSPA - August 2006

Cut Field Service Costs by Leveraging KM: France’s Darty Increases Satisfaction and Lowers Cost with Kaidara
Author: John Ragsdale, VP, SSPA Research - August 2006

Leveraging Technology to Battle MVS Woes - Short and Long Term Strategies to Streamline MVS Issue Resolution
Author: John Ragsdale, VP, SSPA Research - July 2006

2006: The Year of the Omni-Channel Creating Identical Customer Experiences Across Channels
Author: John Ragsdale, VP, SSPA Research - July 2006

Executive Trends from Top Technology Firms: Discussions from the 2006 SSPA CSE Summit
Author: John Ragsdale, VP, SSPA Research - July 2006

Calculating the Cost of MVS Support Impacts To The Customer Experience And The Bottom Line
Author: John Ragsdale, VP, SSPA Research - July 2006

Leveraging Technology to Battle MVS Woes - Short and Long Term Strategies to Streamline MVS Issue Resolution
Author: John Ragsdale, VP, SSPA Research - July 2006

Increased Complexity Takes Its Toll Resolution Time Averages Increase across Channels
Author: John Ragsdale, VP, SSPA Research - July 2006

Multi-Channel Adoption Trends: eChannel Volume Overtakes Phone in 2006
Author: John Ragsdale, VP, SSPA Research - July 2006

Other Notable Research

Defending Support & Maintenance Prices (DSMP)
Author: the SSPA Committee on Maintenance and Support ROI & Kotler Marketing Group Members only webcasts on this topic are available by clicking here.

Top Talent for Service and Support
Research by the SSPA

2005 Enterprise Support Demand Series
Research by the SSPA and Tech Strategy Partners

2005 Consumer Support Demand Series
Research by the SSPA and Tech Strategy Partners

back to top