Greg Coleman has over twenty years of experience in the high technology service field. As a principal partner and vice president of strategic programs for Service Strategies Corporation, Greg was instrumental in developing the Service Capability & Performance (SCP) Standards, the world's leading benchmark of service excellence.
Having grown through acquisition over the past several years, the management team at Progress Software recognized that the global support organization had become somewhat fragmented in terms of service execution, delivery methods and business systems. In an effort to address this issue, and pursue their goal of enhancing support quality and effectiveness, the management team sought to unify the organization, drive process consistency and integrate industry best practices.
Thanks to everyone who presented at the 2011 Service Industry Summit event in Las Vegas. The presentations were insightful and covered a broad range of topics. Included below you will find the abstracts and links to PDF versions of the presentation decks that you can view online. We hope you can join us at our next event. Enjoy.
The latest edition of the Service Strategies Insider Newsletter is now available online. This edition includes a wealth of content such as your upcoming events, recorded webinars, blog posts and articles. Also included is a link to our 2011 Chat as a Support Channel research study, which is complimentary to our community. Enjoy the newsletter…
We recently interviewed Lisa Nirell on the subject of Customer Advisory Boards. Lisa is the “Chief Energy Officer” of EnergizeGrowth LLC. She and her team help growth companies who struggle to consistently attract great clients and reach their company’s full value potential. Over the past several months Lisa has conducted extensive research into Customer Advisory Boards and came up with some interesting results and excellent guidelines for those interested in starting an advisory board or improving one they already have in place. Check out the Podcast of our interview with Lisa as well as an excerpt from a recent article she wrote on the topic.
Hosted by Service Strategies, this Best Practice Webinar titled “Service Economics: Profitable Growth Through Brand Driven Services” featured special guest speaker Steve Downton, of Noventum Service Management Consultants, and coauthor of the new book Service Economics.
Presented by Tom Stierle, vice president of Global Customer Service Operations for Teradata Corporation at the 2010 Services Industry Summit in San Diego, this presentation provided a framework used to build your service strategy and establish your business objectives and tactics. Examples were shared from a current service business and the process followed to achieve success. Areas of focus included specifics on service revenues, management, talent management and architecture.
Installed base information is a valuable asset that is critical to a company’s ability to support its customers, sustain ongoing relationships and increase sales through opportunity identification. In this session, Nick will share NetApp’s approach to solving the complex problem of capturing and maintaining customer data in a large and complex installed base environment. Presented at the Service Industry Summit in San Diego.
In this presentation you will learn how Mentor Graphics is putting the idea of “New vs. Known” into practice. Andy Westlund, North America Support Director, will discuss definitions of New vs. Known, techniques and implications for different measurement approaches, and the practical benefits and results of tracking New vs. Known issues. Presented at the Service Industry Summit in San Diego.
Advent leverages partnerships for Client Support, Implementations, Custom Engineering, and is exploring Training partnerships. Chad will talk through examples of how Advent’s partner program has increased capacity and profitability, while maintaining client satisfaction. Presented at the Service Industry Summit in San Diego.
Are you a services executive who feels overwhelmed and unprepared for the economic recovery? If so, this session is designed for you. Acclaimed growth expert and author Lisa Nirell will show you four strategies that successful services companies such as Zappos, Continental Airlines, and BMC Software are using to help them thrive in today’s volatile, time-starved marketplace. Presented at the Service Industry Summit event in San Diego.
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