Wharton Services Management Program Dec 10 – 13
“Provides a unique curriculum that support professionals need in a format that optimizes learning. Highly recommended.” – Brent Potts, Sr. Director, Consumer Support and Service, Hewlett-Packard
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IN THIS ISSUE
WEBCAST OF THE MONTH
Sponsored by ClarabridgeDeliver Proactive Support by Getting the Whole Story: How Text Mining Automatically Delivers Context and Insight - Straight from Your Customer’s Mouth.
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SSPA PERSPECTIVE |
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Highlights from Services Leadership 2007 Collaboration and Community in New Orleans By Stephen Smith, Executive Director, SSPA After attending Services Leadership 2007—my second SSPA conference in my new role as SSPA’s Executive Director— it was again made clear to me that our industry is on the brink of major transformation that will last well into the next decade. It is the participants, speakers and partners at these conferences who are driving this vision—transitioning away from the break/fix support model and spearheading Value-Added SupportSM to create breakthrough customer success across our industry. This article sums up the inspiring New Orleans event. > MORE |
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Announcing the Fall 2007 SSPA Recognized Innovator Awards By John Ragsdale, VP of Research, SSPA Earlier this month at our Services Leadership Conference I announced the winners of the Fall 2007 Recognized Innovator Awards, and led tours of the winners’ booths in the Technology Services Expo. The SSPA Recognized Innovator program identifies three new categories for each round of awards, and winners are selected by a panel of SSPA members and industry insiders. This article tells you who won and why. |
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Filling the Baby Boomer Vacuum By Andrew C. Marshall, Partner and Chief Innovation Officer, Kepner-Tregoe Millions of people are retiring from the workforce in the next two decades. Implementing a common business language can facilitate the transfer of knowledge and skills from seasoned employees to incoming generations. |
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Transforming a Global Company – Sun’s Phased Plan Co-authored by Tim Rice, Director TSC Transformation, Office of Chief Services Architect, Sun Microsystems and Livia Wilson, President and Co-Founder, Outsights, Inc. Sun Services is transforming its global support services. Although there is no shortcut to value-creating performance, there is an approach which starts to change delivery from the outset. This article will give you a brief look at how Sun Services aims to maintain profitability and customer satisfaction levels while expanding support to third-parties, emerging technologies, value-added services and enterprise customer environments. |
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3 Minutes and 10 Considerations: Indian Outsourcing By M. M. “Sath” Sathyanarayan, President, Global Development Consulting, Inc Recently there was a story in the press about a major Silicon Valley software company pulling the plug on its Indian operation. They decided to close their entire development operation and bring it back to the U.S. Some others have closed up shop quietly. This article gives you a quick, 3-minute view of the primary considerations for outsourcing to India, and whether it still makes sense as the outsourcing destination. |
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Superior Customer Service Capabilities that Boost Loyalty and Spur Performance By Brett Anderson, Managing Director, Communications & High Tech Industry Service & Support, Accenture Many companies face increasing pressures across the service management spectrum. In fact, recent Accenture market studies clearly show that service management has a major impact on customers’ decisions to stay with or switch products or services providers. This SSPA News article describes how customer service is critical to developing and maintaining the branded customer experience, which, in turn, is a fundamental contributor to strong customer loyalty and higher lifetime customer value. |
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