|
Industry Articles
|
Knowledge Management is not “One-Size-Fits-All” Part 1
by Kent Heyman For any customer-facing company, a high-level of service and support is a must. To remain competitive in today’s volatile business environment, companies must be able to meet their customer’s expectations, despite any adjustments that may arise from changes to the product line, mergers or downsizing.
Full
Article
Executive Insight: Managers, Know Thy Numbers
by Maria G. Anzini Maria G. Anzini is the director of worldwide customer service & product support for Speedware Corp. and a member of the SSPA Advisory Board. During her 15-year career with Speedware, she has used her customer-centric leadership approach and vision to achieve a level of support excellence that fosters invaluable customer and employee loyalty.
Full
Article
Call for Authors
by David Kodama Want to see your name in print? Do you have knowledge, ideas. or experiences to share with your peers? The SSPA News community now has more than 24,000 subscribers so your efforts will be well-read by other support professionals.
Full
Article
Can David Support Goliath? Best Practices for Small Organizations Supporting Global 1000 Customers
by Paul Lupinacci, Vice President, Product & Customer Management- Changepoint Corp. Small support organizations face unique challenges when supporting Global 1000 customers. This is especially true when a small vendor with limited resources must support a globally-deployed, mission-critical business software application for Global 1000 customers like Microsoft, Dell, NCR, or MasterCard. The stakes are high but if the support organization is successful, it will begin to form the foundation for a prosperous corporate relationship.
Full
Article
Strategies to Improve Customer Loyalty When Customer Expectations Change
by Terry Barrett, Vice President, Worldwide Customer Advocacy, BEA Systems, Inc. CIO’s and IT managers are under increasing pressure to deliver more business value under budget and cost scrutiny. As a result, they need more from relationships with support providers, more flexibility, and more tangible return from their loyalty to technology vendors.
Full
Article
|
|
San
Diego, CA 92127
Tel: 858-674-5491
Fax: 858-674-6794
