Conference Highlights
by Bill Rose, Founder and Executive Director

SSPA Conferences aren’t just events that members attend to learn more about the support business and profession, it’s also an event that lets members connect with peers and an event that lets us, the SSPA, connect face-to-face with you. At Savannah, we took that opportunity to talk about and define the issues that are most important to you, and to develop programs to deliver the information you need.

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If you were at the SSPA Conference @ Savannah, you probably attended the keynote on our recent Support Demand Research and spent a lot of time in the halls talking with colleagues about it. If you weren’t at the conference, you missed a detailed look at the some of the critical research findings.
We know that support and maintenance revenue has sustained many IT vendors during the recent economic downturn. Support and maintenance contributes 20%-60% to IT vendor revenue. Though the economy is showing signs of recovery, changes in support demand, customer expectations, and particularly margin pressures on support and maintenance threaten your support organizations.

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Industry Insight from SoftwareCEO
This IT firm keelhauled its sales commissions plan; could pooling work for you?
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eSupport Tip from Citrix Online
Open Your IT Doors
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Focus CRM from CRM Magazine
Quality Care May Not Be Enough for Offshore Contact Centers
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Unipress Software

Recently Achieved SSPA Certification

Srinivas Pinapala, CSP
Bill Bulat, CSP
Matthew Robinson, CSP
Wendy Wan, CSP
Ramon Humber, CSP
Nga Dinh, CSP
Scott Frohreich, CSP
Naseem Ansari, CSP
Dominic Yip, CSP
Ken Couri, CSP

Jay Xie, CSP
Raghunandan Mone, CSP
Tiffany Paige, CSP
Dave Quarfoth, CSP
Thomas Norton, CSP
Kevin Dewey, CSP
Kim Wright, CSP
John Tidd, CSP
David Hannan, CSP
Diane Moghari, CSP

NCR

Peregrine

Rockwell Automation

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