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Call for Speakers
SSPA Conference @ San Diego
March 2005
DEADLINE Nov. 15th, 2004
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The Rose Top 5 List of Things that Keep You up at Night
by Bill
Rose, Founder and Executive Director
I constantly think about the future, taking the pulse of our members at events like our recent SSPA Conference @ Savannah, and trying to see what support industry trends are just beginning to appear on the horizon. I do that to develop SSPA programs that meet or lead our members to a successful future. From talking with SSPA community members, the top five issues that keep support managers and executives awake at night are: > full article |
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2005 Support Demand Research Series Highlights
The IT buying binge of the ‘90s, during which enterprises invested more than $6 trillion, created a sprawling, often fractured installed base of products. Most of these products are complex, hard-to-use, and require a lot of care and feeding. Limited training, frequent patches, performance issues, security problems, and rapid upgrade and/or replacement cycles are recurring problems. These issues lead to a rise in the total cost of support and maintenance (TCSM), which in 2004, made up 47% of IT budgets.
> more info
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"Get Proactive in Service Delivery: Discover how to anticipate costs, stop spikes, and preempt problems"
November 4 at 11:00 PST
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The Hidden Costs of Offshore Outsourcing
› full article
 How to Manage Change and Motivate Users
(members only) › full article
Re-inventing Knowledge Management
(members only) › full article
A Customer Case Study: Remote Access Management for Enterprise Storage
(members only) › full article
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PeopleSoft Delivers CRM to RIM BlackBerry
PeopleSoft Enterprise Sales for BlackBerry is a wireless Sales Force Automation (SFA) solution optimized for managing time-sensitive and mission-critical sales tasks.
Salesforce.com Announces Supportforce.com
Salesforce.com, a leader in on-demand CRM, launched Supportforce.com.Companies can now easily manage and share customer service and support information on-demand through call centers.............
> more news |
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Industry Insight from SoftwareCEO
U.S. tax code overhaul: Be on the lookout for these new provisions and lost loopholes
› full article
eSupport Tip from Citrix Online
Your Agents Write Well, Can They Listen?
› full article
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Focus CRM
from CRM Magazine
The Underrated Differentiators
› full article
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Recently Achieved SSPA Certification
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Dave White, CSP
Istvan Kiss, CSP
Amanda Wight, CSP
Dale Neumann, CSP
Herbert Weindl, CSP
Jean-Baptiste Thomas, CSP
David Histon, CSP
Steve Schwarze, CSP
Charles Svihla, CSP
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Bill Buchan, CSM
Hal Miles, CSM
Holly Pedersen, CSM
Keith Hill, CSM
Linda Morri, CSM
Marjorie Pal, CSM
Mike Doris, CSM
Nan Zetzman, CSM
Steven M. Randall, CSM
Tim Hersey, CSM
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Register as a Member of the SSPA Community and access our vast Support
Information archives.
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Community Members
Borland
ProQuest Automotive
›
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