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IBM Tries to Retain Customers While Selling off PC Division
By Bill Rose, Founder and Executive Director
As IBM takes its first few steps away from its PC business, selling it off to China-based Lenovo, the company clearly understands the immense value of its relationships with customers. That emphasis on customers is critical to the company as it sharpens its focus on expanding its services business, particularly its on-demand strategy and IBM Global Services sales.
The deal includes the formation of a combined venture with IBM taking almost a 19% stake in Lenovo with IBM continuing to sell, service, support, and finance ThinkPad notebooks and ThinkCentre desktops.
> full article |
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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.
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Multi-Vendor Support: Required for few, critical incidents
The ability of vendors to work together on multi-vendor support (MVS) incidents and provide timely support can have a great impact on customer satisfaction and loyalty. MVS issues are not frequent but when they do arise, they're typically viewed as critical by customers. Because these issues are seen as critical, vendors that work together to solve the issues quickly can gain competitive advantage in the long term. Sixty-five percent of respondents to the SSPA Support Demand Series reported that multi-vendor collaboration is very important to them.
> more info
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When it’s your problem, but not your fault
Join SSPA Founder and Executive Director, Bill Rose, and Apparent Networks’ Matt Dion and Fred Klassen, as they discuss multi-vendor support issues, how to identify problem network applications, and how you can effectively support other people’s products.
January 13, 2005, 11:00 PST
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Time Management for Support Staffers: 8 Steps to Bring Order to a Chaotic World › full article
 Solving the Self-Service Paradox (members only)
› full article
Revolutionizing the Customer Support Model (members only) › full article |
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Siebel Strengthens Portfolio
Siebel Systems, Inc., a provider of business applications, signed a definitive agreement to acquire edocs, Inc., a provider of eBilling and customer self-service software solutions.
LexisNexis Gets Into the CRM Game
LexisNexis took the plunge into the customer-relationship management (CRM) market with its acquisition of Interface Software, a provider of CRM products to legal and professional services companies.
> more news |
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Industry Insight from SoftwareCEO
How Best Software builds loyalty, profits with "great customer experience" focus.
› full article
eSupport Tip from Citrix Online
New Year’s Resolution: Set a Healthy Example in 2005
› full article
Focus CRM
from CRM Magazine
How to...manage customer expectations
› full article
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Build A Smarter Company: Learn How in Elearning!
Discover how you can build a successful e-learning strategy. Is rapid e-learning possible? Is your management team up to snuff? Are you mobilizing your sales effort? Read more.
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Recently Achieved SSPA Certification
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Seema Sharma, CSP
Michael Boothe, CSP
David Merkx, CSP
Seamus Hussey, CSP
Karina Halpin, CSP
Ron LeBlanc, CSP
David Flaugher, CSP
Noah Megatli, CSP
Joseph Chikota, CSP
Bill Johnson, CSP
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Philip Dore, CSP
Eckhard Trumper, CSP
A. V. Chandrasekhara Rao, CSM
Anjani Kumar Singh, CSM
Chinmay Banerjee, CSM
Kiran Aithal, CSM
Michael Benson, CSM
Pavan Sethurathnam, CSM
R. Balasundara Raj, CSM
Rahul Acharya, 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
Abbott Diagnostic Division
Aspen Technology
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