Measuring the success of your KM initiative
by Kent Heyman A knowledge management (KM) initiative takes time, money, and commitment to be successful. Given that investment, it’s important to quantify ROI and realize the success of your knowledge management initiative to show that the program can sustain itself and drive revenue to the company. To do that, you have to continuously measure the program’s achievements and returns by creating a repeatable model to measure those achievements. Whether your KM vendor provides guidance, or you decide to measure ROI without help, it’s important to identify and document the methodology for gathering the information, because definitions and calculations change over time.
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Make the Support – Software Connection
by Henry Goettler and Kristine Vallila Imagine one of your favorite support engineers, let’s call him Gerhard, came up with a wish list for your software company’s R&D department. That list would likely be driven by the general tasks of the two main deliverables of software support: software maintenance and support service.
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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.
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Revolutionizing the Customer Support Model
by Becky Deyo, Vice President, Global Support - Network Appliance;
Livia Wilson, President & Co-Founder - OutSights, Inc.; and Anthony Lye, President/CEO - ePeople, Inc. Network Appliance recognized the need for a transformation and developed a strategy for expanding its capability to deliver globally consistent, enterprise support services to customers with mission-critical environments. Becky Deyo, VP of Global Support for Network Appliance shares the details of the support transformation process. The transformation program, titled SupportEdge, changes Network Appliance's support model from escalation-based to a collaborative, Just-In-Time resourcing model.
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Collaborative Support in a Multi-Vendor World
Moderator- Bill Rose, SSPA Founder/Executive Director Today’s computing environment is marked by increasing complexity due to the heterogeneous nature of a customer’s IT infrastructure. Customers are looking for best-of-breed solutions for their business problems and these solutions are not the sole domain of any single vendor. Interoperability of hardware and software products is a key factor in selecting vendors; however, this is not enough. Customers are also looking at the interoperability of vendor support processes to ensure the maximum availability of their enterprise and reduce potential finger-pointing scenarios. Multi-vendor support capabilities and the ability to interact seamlessly with other vendors will be perceived as a service differentiator by customers.
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