Join us for this Complimentary Best Practice Webinar and find out if your service organization is truly prepared for the coming economic recovery? We’ll discuss the five clues that every service executive should recognize and the biggest planning mistakes you can make.
Five Clues Your Service Organization is Not Ready for the Recovery
August 17, 2010 By Leave a Comment
Fueling the Customer Loyalty Engine
August 12, 2010 By
On Demand Webinar
Broadcast: September 2010Presenter: John Laino - Senior Director, NetApp
View Recording
Hosted by Service Strategies, this complimentary Best Practice Webinar will feature John Laino – Senior Director, NetApp Field Support & TGA Services. Learn why NetApp expanded their Field Support team at a time when many companies were shrinking their workforce and here about the results of this bold move.
Product to Service Sales: Is it Really Possible…
June 22, 2010 By Leave a Comment
Q. At a recent services industry conference, one of the speakers indicated that only 1 to 2% of product salespeople can successfully make the transition to selling professional services. Is this true? A. Baloney! Unless you are trying to sell rocket science using anvil salespeople, this is completely false! Yes, it is true that successfully selling services is dramatically different from selling products, but the gap can be closed. It is our experience that 7 out of 10 product salespeople can successfully make the transition to selling professional services if the appropriate time is allocated (plan on a year) and the following systematic approach is followed:
Chinese Cities to Adopt Call Center Standards
May 20, 2010 By
Nanchang First Chinese City to Fund Adoption of Internationally Recognized Service Quality Standards Nanchang, Jiangxi Province, China (May 20, 2010) – Service Strategies Corporation, a leading provider of service improvement programs, and its Chinese partner SEE-CMM, today announced that the internationally recognized Service Capability & Performance (SCP) Standards are to be adopted by Chinese cities [...]
Websense Achieves Certification Under Prestigious SCP Standards
May 4, 2010 By
Websense, Inc. (NASDAQ:WBSN – News), a global leader in unified Web, data and email security solutions, today announced the TRITON™ solution Customer First initiative, a three-pronged program that includes: enhanced support, training and tools and education to help customers achieve the best security at the lowest total cost of ownership using the Websense TRITON solution. Further validating this initiative, Websense also announced today that Websense Technical Support Services organization has achieved certification under the prestigious Service Capability & Performance (SCP) Standards.
Measuring Service Deflection
April 19, 2010 By Leave a Comment
Advent Earns Certification under Service Capability & Performance Standards for Fifth Year
March 30, 2010 By
Advent is the Only Financial Services Software Firm to Achieve Certification in Both Client Support and Professional Services SAN FRANCISCO – March 30, 2010 – Advent Software, Inc. (NASDAQ: ADVS), a leading provider of software and services for the global investment management industry, today announced that its Investment Management Group (IMG) Client Support and Professional [...]
Service Quality Standards Enter Second Decade
March 9, 2010 By
Standards Improving Service Quality Worldwide San Diego, CA (March 9, 2010) – Service Strategies Corporation, a leading provider of service improvement programs, today announced the release of the 2010 Edition of the Service Capability & Performance (SCP) Standards. Now entering its second decade of adoption by leading technology service providers, the SCP Standards have helped hundreds [...]
Spotlight on EMC
February 24, 2010 By Leave a Comment
Widely regarded as the benchmark for service and support excellence in the IT industry, EMC Customer Service has a direct service presence in 75 countries and service partners in 28 countries, representing every major region of the world. To incorporate the fundamentals of the Service Capability & Performance (SCP) Standards into the daily practices of every support center, EMC implemented various programs and procedures, including the creation of an SCP Program Management Office (PMO).
CompuCom Systems Earns Certification for 12th Consecutive Year
February 18, 2010 By
CompuCom Systems, Inc., the leading IT outsourcing specialist, today announced that its award-winning Service Desk offering has achieved certification under the prestigious Service Capability & Performance (SCP) Standards for the twelfth consecutive year. CompuCom achieved certification after an extensive audit of its global Service Desk operations in 2009. Representing best practices in the industry, SCP Standards quantify the effectiveness of client services based upon a stringent set of performance standards.
