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Executive Insight: Servicing Customers the HP Way - Learn how industry giant HP Consumer tackles the challenges of supporting a diverse customer base and a case load of up to two million transactions a month with one of the lowest cost per call averages in the industry in an interview with Mohan Garde. Full article

Brooks Software – A Support Renewals Success Story By Francoise Tourniaire –
Is it possible to almost double your renewals bookings in just two years – from a declining base? To ensure that 90% of support quotes are sent 90 days ahead of the renewal date? To achieve a 95% renewal rate? It is! Full article

Playing Offense: How to Protect Your Services Revenue & Margins - This issue has been the focus of in-depth study and analysis by the SSPA Committee on the ROI of Maintenance and Support. Full article

Making the Link - Uncovering the Connection Between Customer Loyalty and Financial Performance - TNS Prognostics has found that one of the most effective and widely applicable methods of measuring customer loyalty for our clients involves three elements............. Full article

Building an Industry-Wide Certification Program is Easy…With a Little Help from Your Friends!- Our modular approach to certification will allow companies to participate in components that match the way they deliver service. Full article

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