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June 2007
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SSPA PERSPECTIVE  |
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The Single Most Underutilized Tool in eService: Email Response Management Systems By John Ragsdale, VP of Research, SSPA Email continues to be a growing support channel for SSPA members; with triple-digit growth over the last three years. It has become a common, if not the most common, channel for business communications today, and now customers are less willing for their emails to be treated as ‘second class citizens’ by support organizations. So, why then have companies not tried to improve service levels for email in an attempt to entice more customers to use this channel? |
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Avoiding Discounting Pressure with Preemptive support By Todd Chipman, Senior Director, WW Support Marketing, BEA Systems The threat of support price discounting and price margin erosion is increasing because reactive—and in some cases even proactive—support simply does not address the root causes of customer dissatisfaction. In this SSPA News article, you’ll learn how Preemptive Support can add value, differentiation and price-pressure avoidance by addressing and correcting underlying root causes before they become problems. |
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Using Six Sigma Plus to Optimize your Support Organization Co-authored By George Davis and André Courtemanche, Hewlett-Packard Six Sigma is a key enabler for reshaping the culture of a support organization and redefining traditional service leadership at every level. In this article, you’ll learn how Six Sigma can be applied to a customer support organization, key success factors for implementation, and the tools you will need to be successful. |
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Our Conversations Continue: Discussing Best Practices and Service Innovation on SRIINet By David Kay, Principal, DB Kay & Associates Without research and innovation, the gap between customer demands and the industry’s ability to deliver value poses a serious threat. Without a forum where seekers and solvers of services innovation can find each other and share ideas, this gap will only widen. The Service Research & Innovation Initiative (SRII) is enabling its members to participate in a new electronic industry forum: SRIINet. This article highlights some of the conversations taking place now and shows you how to get involved. |
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Turning Technical Experts into Trusted Advisors By James A. Alexander, Ed.D, Founder, Alexander Consulting For organizations offering complex services and solutions, no one has more impact on getting and keeping customers than the technical expert. Yet, although their specialized knowledge is highly prized, their potential value both to their customers and to their organization is often unrealized. For technical experts to become true trusted advisors they need a shift in mindset, an expansion of role, and advanced knowledge and skills. For the vast majority of technical experts, this is a very doable, very rewarding transformation. |
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Outsourcing Technical Support? 11 Steps to Ensure Your Success By Shiva Ramani, Founder and Chief Executive Officer, CSS (Cybernet-SlashSupport) Technical support outsourcing is not new, but it is now receiving renewed interest as the industry matures. While many companies report saving millions of dollars and increasing operational excellence through outsourcing, few report that they have been less successful. This article, written for the SSPA News, highlights eleven key factors which determine the success of an outsourcing assignment. |
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