HP was the first company to achieve certification under the new J.D. Power and Associates Certification program that was launched last fall. The interviews below give two insightful viewpoints on the process of certification and the internal and external outcomes of the program. SSPA's Shawn Santos and Mike Davison conduct the interviews with Brent Potts and Bob Weis of HP Consumer.

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The SSPA News Gets a Face-Lift! The primary focus of the SSPA News will continue to be delivering valuable SSPA research and industry expertise to the SSPA community. The new format—scheduled for launch next month—will enable us to do this even better. Research and best practices will be more robust and segmented by topic area, the SSPA Program Update will be combined with the News, and we are creating more interactive touch points to help readers guide and choose the information they are receiving. Stay tuned!

“Optimize the Customer Experience!  How Novell Extends CRM with Search, KM and Self-Service” Novell wanted to continuously improve the efficiency of its customer support organization while improving the self-service experience for hundreds of thousands of customers. To achieve their goals, Novell deployed Service Resolution Management (SRM) applications from KNOVA. Built on an intelligent search and KM platform, SRM applications automate the costly service resolution process. Learn more about Novell’s strategy and best practices. View this free on-demand Web seminar now.

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J.D. Power and Associates Certification Program--Insights from HP
Bob Weis
Vice President,
Americas Consumer Operations, HP
Brent Potts
Senior Director, Americas Consumer Service and Support, HP
Shawn Santos
Senior Program Manager, SSPA
Mike Davison
Vice President, Advanced Programs, SSPA

The audio below is in .mp3 format and will work with any media player, including Real Audio, Windows Media and QuickTime.

Topic
Bob Weis
Vice President,
Americas Consumer Operations
<Full Interview ~12 min>
Brent Potts
Senior Director, Americas Consumer Service and Support
<Full Interview ~17 min>
Achieving Certification
Listen
(1.33 min)
Listen
(4.10 min)
Internal Benefits
Listen
(2.35 min)
Listen
(2.00 min)

Marketplace Impact

Listen
(3.44 min)
Listen
(5.48 min)

Why Certify?

Listen
(2.50 min)
Listen
(4.17 min)

Learn more about the J.D. Power and Associates Certification program. Ready to get certified? Contact the SSPA now.

What did you think of the new audio component of the SSPA News? Comments? Suggestions? We would like to hear from you. Please email the editor.

 

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