Best Practices 2008: May 4 – 6
> Technical Support’s Premier Event – Learn More
Technology Services Europe 2008: April 2 – 4
> The Next Wave of Business Growth
IN THIS ISSUE
Human ♥ Edge Q: I keep emphasizing to our reps that supporting customers takes a team effort, but they continue to behave like self-centered prima donnas. What am I doing wrong? A: By Malcolm Carlaw, co-author: Managing and Motivating Contact Center Employees
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Special Account Services: One Size Does Not Fit All By Dan Walkowski, Vice President of Enterprise Operations, Xerox Services As business and customers have evolved over the years, Xerox Services has recognized the need to advance their services to support different markets and varying customer requirements. In this article, Xerox Services shares what they’ve learned from their customers to better meet their needs and extend the relationship with several top tier customers, driving higher levels of satisfaction and paving the way for new business opportunity. > MORE |
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Patterns of Project Management Success By Rudolf Melik, CEO, Tenrox Looking back on 2007, I found myself asking, which projects were successful? Which ones disappointed or failed, and why? The answers were surprising. We identified a set of characteristics which helped predict a successful outcome for our business projects – and another set which forecasted failure. Software vendors can learn from these patterns of project management success and can deliver improved productivity and return from their project teams. |
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Running a Technical Support Department with SaaS Solutions By Glenn Weinstein, Principal and Co-founder, Appirio Software-as-a-Service (SaaS) solutions have already captured a big chunk of the market for sales force automation. Now SaaS solutions are coming into the technical support space with innovative, low-maintenance systems for case tracking, entitlement management, automatic call distribution, interactive voice response, and customer surveys. Someday soon, we may see server-less technical support operations where managers can drive innovation instead of dealing with IT hassles. |
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Feedback Gathering: A Process, Not an Event By Naomi Karten, Speaker, Consultant, Author In many organizations, feedback gathering is viewed as an isolated, ever-so-occasional activity, such as a survey or focus group. The activity is often treated as an end in itself rather than as a means to understand and respond to customer needs. Not only is it an end, but it's often an incomplete end; a great many organizations which gather customer feedback do nothing with the information they've obtained. |
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Best Practices for Selling Service Contracts through Channel Partners By Chip Overstreet, CEO, Encover Increasingly, IT hardware and software manufacturers are becoming more reliant on their channel partners, and channel partners are becoming more reliant on services. Gartner estimates that by 2009, over 70% of all IT hardware, software and services will be sold through indirect channels. VARBusiness estimates that over 60% of all profits for channel partners came from services. This article breaks down the most important factors that can impact the sale of service contracts through the channel. |
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Beyond Satisfaction to Customer Loyalty By Shellina Damji, Senior Consultant, Kepner-Tregoe Building customer loyalty is a strategic decision that you make as an organization. It takes an understanding of not only who your customers are but also who your best customers are and why they choose you. As a service and support organization, there are actions that you can take to do your part in moving beyond customer satisfaction and reap the rewards of customer loyalty.
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