Join the SSPA

Welcome
You came here for a taste of what membership offers — a sampling of free reports, presentations, and articles. You'll find our current selections available in this page's sidebar.

But first, why not find out a bit more about the SSPA so that you understand what you're looking at? As the leading resource for managers and executives in the world's most progressive companies, we are transforming technology support operations and strategy across the globe.

Who are our members?
Only the best and brightest individuals and companies in the technology-related services and support industry.

Why do our members join?
We've asked them. For most, it has to do ROI. Members consistently reap huge returns by participating, including:

• higher customer-satisfaction ratings while achieving lower operational costs,
• direct access to experts in service to assist in issue resolution,
• dramatically improved knowledge-management systems and unassisted support,
• higher service contract margins and renewals, and
• higher employee retention rates.

But, there are even more reasons to join. Here are a few:

We address and solve key industry issues
Over the last year, we've dramatically expanded our research agenda to include a variety of pressing topics, including:

• What strategies should be implemented during a challenging economy?
• How do you optimize your call center operations for maximum efficiency and optimized customer satisfaction?
• How do you defend against maintenance contract price pressure and drive new service revenue opportunities?
• How do you best evaluate, select, and manage outsourcers and channel partners?
• What are the key service technology trends, and which technologies provide the highest ROI the fastest?

We advocate for member success
The SSPA is also advocating for our members and paving the way for their success by:

• Analyzing key trends in service demand, financial results and delivery models from a management point of view
• Providing service management the insight it needs to improve operational efficiencies and quality improvement
• Offering programs, challenges, and rewards at all levels that make service a profession top talent wants to stay in
• Leveraging the media to increase the perceived value of good service among both enterprise and consumer customers
• Helping analysts, shareholders, and exec staff understand the total economic value that service creates for the company and its customers
  

We offer valuable research, tools, and programs
Our members have access to scores of insightful white papers, research reports, Webinars, podcasts, and presentations focused on the technology services industry. They consistently tell us that a single white paper or report alone is well worth their annual membership fee.

Click here to review our programs and the benefits they provide our members.

Our technical support/customer services expertise, coupled with our tools, research, events, and programs are not available through any other association, publication, or analyst.

Membership in the SSPA is solely for companies focused on providing the highest levels of service to their customers :

• Companies that are committed to evolving their service offerings and delivery to meet the demands of their markets.
• Companies that strive to do not just the right thing, but do it right.
• Companies where service is a key component of the business in driving margin, product adoption and consumption, and increasing customer loyalty.

If your company is one of these companies or striving to be one of these companies, we welcome your participation in the SSPA.

SSPA Thought Leaders

John Ragsdale, Vice President of Technology Research, SSPA

John Ragsdale drives the research agenda for tools, technology, and best practices for service and support, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing technology services leaders. John has an extensive understanding of the technology and vendor landscape for IT services. He leverages those insights to help guide association members in making informed technology, business, and investment decisions. Prior to joining the SSPA, John was vice president and research director for Forrester Research.

Bill Rose, Founder and Vice President of Services Research

The founder of SSPA in 1989 and its chief executive for 15 years, Rose is a global expert on best practices within the industry and a leading authority on ways to heighten efficiencies while building customer loyalty. Perhaps more than any other individual, he is responsible for service and support becoming a highly valued, mission-critical department within the structure of Global 2000 enterprises. Rose is a widely acclaimed international speaker and the author of Managing Software Support, Automating Your Support Center, and Taking Charge of Your Support Center. He has been recognized as an Industry Champion by the CRM industry and as a Call Center Pioneer by Call Center magazine.

For further information about the SSPA, please visit our Website at www.thesspa.com, or contact your membership development specialist:

Matthew Adame
madame@thesspa.com
(858) 717-6267