SSPA Conference @ San Diego

As we make the final preparations for the SSPA Conference @ Savannah, some of our attention naturally shifts to our upcoming Conference @ San Diego Best Practices Showcase, scheduled for March 20-23, 2005. In planning our Conference @ San Diego, we’ve defined these five tracks:

Operational Readiness – This track will include sessions on efficient workflows and business practices, managing escalations, negotiating and managing service level agreements, whether to outsource or not, and more.

Support Tools & Technologies – Deep dives into support applications like knowledge management, CRM/SRM, diagnostics, self-service, and more.

People Management – Topics include: how to transition to outsourcing, new roles and responsibilities, training and certification, compensation and incentives, emerging support models, and more.

Executive Insight – Explore new financial models, partnering for success, offshore strategies, managing contracts and SLAs, improving customer satisfaction and loyalty, and more.

Services Sales & Marketing – New service opportunities, pricing and packaging, blending sales and support, successful marketing strategies, and more.

In the coming weeks, we’ll be accepting and evaluating speakers for the conference. If you have knowledge to share with your peers, please download and complete our Speaker form and email the document to our Editor, David Kodama. If you have an idea or topic that doesn’t see to fit neatly into one of these tracks, don’t hesitate to complete the form and send us your proposal anyway. We won’t turn down a good idea.

How do you handle price increases to your support maintenance?
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