SSPA News, December 7, 2004

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	December 7, 2004

ROI Committee Call for Participation
By Bill Rose, Founder and Executive Director

The 2005 SSPA Support Demand Research Series created quite a buzz at our Conference @ Savannah, so much so that we’ve been developing a new SSPA committee to address issues including: How to model and articulate the benefits and ROI support organizations provide, how to preserve support and maintenance revenues, and more. The SSPA Service & Support ROI Industry Committee will work aggressively over the coming months to develop a financially sound platform for demonstrating the ROI on support and maintenance.

> full article

Registration Now Open for the SSPA Best Practices Conference & Expo @ San Diego, March 20-23, 2005

Be one of the first 100 to register and receive a NETGEAR Wireless Travel Router.

Consumer Support Needs Drive Purchasing Decisions

Today’s consumers use more complex technology products more often than ever before, and that trend is likely to continue. Managing these complex products and environments can be a daunting task to average consumers. These consumers depend on vendor support to get full value from the products and services they buy. Good support has become a key component of branding for leading consumer technology companies.

> more info

Increase annual revenue by up to 20%

Join Bill Rose, SSPA Founder and Executive Director, and Eric Jensen and Barry Dacus of Citrix Online as they discuss best practices for remote technical support. The discussion is designed to help support organizations improve both quality and productivity.

Planning a change? It deserves careful attention!
› full article

Customer Advocacy: Maintaining a Customer Focus (members only) › full article

The New Best Practices for Problem Resolution (members only) › full article

Customer Life Cycle Management – An innovative idea leveraging global support resources, infrastructure, and technology to meet customer requirements of the future
(members only) › full article

KANA Delivers New Resolution Solution
KANA Resolution is a process-driven customer service solution exclusively focused on optimizing the resolution process. It’s designed to reduce service costs, improve customer satisfaction, and increase revenue opportunities by enabling agents to solve customer inquiries faster, more accurately, and consistently across service channels.

TechWhale Solutions, Inc. Enters the CRM Market
TechWhale, Inc. has released BlueWhaleCRM 1.0, the first
completely customizable Open Source CRM solution based on Microsoft’s .Net Technology.

> more news

Industry Insight from SoftwareCEO
VAT attack: What you don't know will hurt you
› full article

eSupport Tip from Citrix Online
Automating Processes to Increase Efficiency.
› full article

Focus CRM
from CRM Magazine
10 Technologies That Are Reinventing the CRM Industry
› full article

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