News..................................................................................................

J.D. Power and Associates / SSPA Industry Certification Program in Full Swing, First CTSS Awards Expected in Mid-November By Shawn Santos, Senior Program Manager, SSPA — The J.D. Power and Associates auditors, with SSPA observers, have already completed audits in 4 countries for the charter program participants, with more audits scheduled in the coming weeks. These companies are very excited about the opportunity to be the first in their market segment to earn CTSS recognition as a world-class support organization.  Full article

Features.............................................................................................

Your Service Organization is Under Attack By Shawn Santos, Senior Program Manager, SSPA – Your maintenance, service and support contracts are under price pressure from your enterprise customers. The newly released Industry Committee white paper is the most important piece of research that the Services & Support Professionals Association (SSPA) has ever delivered to protect member companies’ bottom line. Full article

Knowledge Management Models By Francoise Tourniaire, founder and principal of FT Works – Is your support organization struggling with knowledge management? Does it seem that the knowledge base is always a step behind: missing some critical documents, encumbered with old ones? Perhaps what you need is to change the way you handle knowledge management. This article describes the four basic knowledge management models and when they should be used. Full article

Extending Support with Collaborative Forums By Mark Angel, Chief Technology Officer, Knova Software — A wide range of companies have implemented forums to enhance their KM strategies for supporting complex products. These organizations are taking advantage of all the knowledge available to them—in the contact center, across the enterprise and in customers’ heads. Full article

Improve Your Company’s Ability to Sell the Value of Maintenance and Support in Three Steps By Reuben Silvers, Senior Consultant, Kotler Marketing Group — It is now more critical than ever for enterprise technology vendors to demonstrate and defend the value of maintenance and support. This article takes a three-step look at a first-of-its-kind package of sales tools and training designed to improve your ability to sell the value of maintenance and support. Full article

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