Where Satisfaction Ends and the Customer Experience Begins
A Member Choice Topic
By John Ragsdale, Vice President of Research, SSPA
This article describes the birth of “the cult of the customer experience,” and sheds some light on how experience-based initiatives differ from satisfaction-based initiatives. While satisfaction and experience are linked, the two are quite different, with differences in three primary areas: scope, ownership, and of course, buzz.
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SSPA Programs & Events
Support Technology Bootcamp with John Ragsdale | A Must-Attend Event for Those Involved in Support Technology Selection and Planning
Strategies for Achieving Ongoing Customer Success | Services Leadership Conference Breakout Sessions Announced
Services Leadership Conference Keynotes | Frederick F. Reichheld, Jack Zenger, and executives from Microsoft, Sun, Oracle and the SSPA
Certification | J.D. Power and Associates and the SSPA Announce
Two Levels of Certification—Total Support Quality and High Customer Support Satisfaction
New & Returning Members | Aztek Networks, Fujitsu Laboratories of America, Catalyst International, Inovis, Kronos, Saleforce.com, Shell IT, Sony Electronics, Sun Microsystems, Sybase, and Others...
SSPA’s Interactive Program Calendar | Custom Views & Subscriptions,
Updated Daily...
Training and Certification | Reduce Call Times, Achieve Higher Resolution Rates, Decrease Call Escalations and More…
Sponsored White Papers | “Ten Principles for Knowledge Management Success”, More...
Finding the Right Path to
Global Support
By Brad Maybee, Vice President, Global Technical Support, RIM
Every company that is experiencing global growth needs to know how they can keep pace with an ever increasing workload and meet new global requirements. This article is the story of RIM’s journey from an organization that was 90% focused on North America to an operation that now consists of four support centers in three global regions delivering service to thousands of global customers and partners.
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Breakthrough Knowledge Management
By David Kay, DB Kay & Associates
Knowledge management is important—but hard. Rather than improving existing processes, service and support organizations must transform themselves with breakthrough practices that change who captures content and when, the solution structure, job descriptions, quality assurance practices and more. Learn how Knowledge-Centered Support(sm) can deliver service and support breakthroughs.
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Get Ready for SaaS 2.0
By Bill McNee, Saugatuck Technology
This article, originally published by sandhill.com, distills a broad spectrum of opinion regarding software-as-a-service’s impact on users and vendors. A new study reveals seven key trends as software-as-a-service evolves beyond its current focus on cost-effective software application delivery toward an integrated business service provisioning platform.
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Have You Scheduled your Annual Check-up?
By Dave Brown, President, Support Center University
So, you are in the midst of the year-end planning and budgeting cycle and you are trying to identify a few strategic customer support projects for next year. You know some companies perform an annual “assessment” and you’re wondering if you should put that into your plan/budget. You wonder if an assessment is something every company should do—or only in certain circumstances. Understand the top 5 reasons companies seek an independent review.
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Understanding Channel Segments
The Key Pieces to Your
Channel Puzzle
By Jim Payne, President, S-Market Strategies
This article is the fourth in a series exclusive to SSPA News that will concentrate on the strategies and tactics needed to be successful in selling services through channels. Segmenting the channel based on their levels of understanding, commitment and dedication to selling services helps the producer develop more effective business model.
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Can Technical Support and Professional Services Get Along?
By Phil Verghis, President, The Verghis Group
Skill sets for Professional Services and Technical Support team members in complex support environments apparently have a lot in common. Yet the two teams don’t seem to work closely together. Is this by design or is it possible to get these groups working closer together for the good of the customer?
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Structured Problem Resolution
Using Common Sense as a
Best Practice
By Lou Reents, Program Manager, Global Services Operations, Symantec
Support organizations are constantly in the process of improving the efficiency and effectiveness of their operations. There are many approaches, including implementing the latest strategies from SSPA conferences, keeping current with new research, technologies and best practices, and getting support representatives certified. Symantec has developed a best practice of its own by integrating an approach called Structured Problem Resolution.
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