Best Practices in Leveraging Customer Feedback – This award goes to the company that demonstrates the best use of customer
feedback throughout the support and product development processes. Key performance metrics include: capturing and communicating customer feedback throughout the organization, efficient escalation processes, and customer advocacy.

Best Practices in Self-Service – The winner of this award describes the best practice that results in the most improvement in customer self-service use, success rates, or other key performance metrics including case/call reduction, customer satisfaction, etc.

Best Practices in Support Technology – This award goes to the company that presents the best results from technology selection and deployment, including integration with other applications and other parts of the organization.

Best Practices in Outsourcing – This award is presented to the company that demonstrates the best practice that brings the most benefit to both customers and shareholders. The benefits can be the result of outsourcing part or all of support operations.

Best Practices in Managing People – This award goes to the company that demonstrates best practices that result in high employee satisfaction, low attrition rates, and other metrics.

Best Practices in Growing the Business – This award is presented to the company that demonstrates best practices in detecting customer needs for additional services, recognizing sales opportunities, defining new product features, and strengthening customer relationships.

Finalists will be announced two weeks prior to the SSPA Best Practices Conference & Expo with the winners announced Monday, March 21 at the Best Practices Awards dinner held during the conference.

To receive a nomination form, send an email to: David Kodama . Final applications are due to the SSPA by March 1, 2005.