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

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

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

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

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

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

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

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

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