Effectively Incorporating Forums into Web Self-Service
A Member Choice Topic
By John Ragsdale, Vice President of Research, SSPA
Welcome to a Web 2.0 world, in which we are more connected, more available, and can more easily find and distribute information than ever before. In this article, learn the ins and outs of Web 2.0, and how the increased appetite for social networking is impacting technical support, with moderated forums finding adoption in both B2B and B2C web
self-service implementations.
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SSPA Programs & Events

SSPA’s Interactive Program Calendar | Custom Views & Subscriptions,
Updated Daily

J.D. Power Certification | Featured in The Wall Street Journal, BusinessWeek, USA Today, Others…

New & Returning Members | AMS Services, Pillar Data Systems, Intuit, Mercury, Sento, Verint Systems, Sharp, Comcast, Agile Software, IronPort Systems MindTree Consulting, Océ North America Service, Agilent Technologies, Air-Transport IT Services, BEA, Corillian, Endeca Technologies, Hotel Information Systems, Internet Security Systems, Novell, Quantum, Ontario Systems

Services Leadership Keynotes Announced | Conference Nov 12 – 14, 1st 100 to Register: Chance to Win 50" LG HDTV

Webcasts | Case Study Webcast: How JDA Reversed Industry Trends & Reduced Time to Resolution, Others…

Sponsored White Papers | “An ISV's Guide to Faster Application Problem Resolution”, More...

Wharton Program | October 16 – 19, Pre-Enroll Today

SSPA Webcasts:
- Rose & Ragsdale Hour: Where are you  Wasting Money in your Support Operation?
- SSPA & IBM: Deliver More Accurate Responses and Cut Costs with Intelligent Email Automation

SSPA Podcasts:
- What is Web 2.0, and What does it Mean for Support?
- A View From the Top—ISS Talks about J.D. Power Certification

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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From the Roman Marketplace to the Web—Managing Useful Customer Forums
By Francoise Tourniaire, Founder and Principal, FT Works
Bringing people together used to require a large physical space. Now we can get together more easily and virtually on the web, but it’s the same idea: trade goods or ideas by bringing the buyers and sellers together in one space. So while you may not have a “Forum Vinarium” (yes, for wine) like the ancient Romans, you can still delight your customers by providing a place to exchange information. This article tells you how.
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You don’t know ASP Support until you’ve Delivered ASP Support
By Ben Saitz, Vice President, North American Client Services
For 10 years, DoubleClick has been providing support for its ASP (application service provider) hosted applications. There are many common elements to running any world class technical services team, but there are also a number of challenges and dynamics that make supporting ASP products unique. In this article, you’ll learn what makes delivering ASP support different.
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Who’s On First, the Sales Channel Scorecard? The Channel Players and How They Play Together
By Jim Payne, President, S-Market Strategies
This article is the third in a series exclusive to SSPA News that concentrates on the strategies and tactics needed to be successful in selling services through channels and offers a brief look at the sales channel players and their relative hierarchy.
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What’s your Serviceability Score? How EMC is driving “Designed for Serviceability” to maximize the Total Customer Experience (TCE)
By John Dodd, EMC Global Services Product Management
As important as your own personal cholesterol score and blood pressure measurements are to your future potential health, a solution’s Serviceability Index is equally as critical to its Service Delivery organization’s future viability. EMC’s Serviceability Scorecard and Serviceability Index are changing the way that EMC Global Services measures, prioritizes, and communicates critical Designed for Serviceability requirements using a Six Sigma approach…
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