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Getting Your Services Strategy Right (two-day workshop)

Join us on December 10th and 11th in San Diego, CA for this two-­day, highly interactive, services executive workshop titled “Getting Your Services Strategy Right: Which Path Leads to Greatness?” You will leave the session with a deeper understanding of your overall organization, your strategic choices, the focus you need to achieve success, the challenges that must be overcome and an action plan to make it happen. Don’t miss this session.

Services Strategic Planning: Adding Focus and Clarity to your Blueprint for Success

In this presentation from the 2014 Service Industry Summit, James “Alex” Alexander of Alexander Consulting discussed the steps to keep you, your team, and your senior management focused and clear on how your services business contributes to success. A key differentiator that separates top-performing services businesses within product companies from everybody else is their ability to better align their strategy with the mission and focus of the parent organization. Of course, this makes perfect sense, but doing so is a constant challenge.

An Inside/Out View into Delivering an Improved Customer Experience

In this presentation from the 2014 Service Industry Summit, Kathy Edmons of Teradata explored some of the introspective ways the company’s Global Support Organization is improving the customer experience. Every world class company needs to develop their associates’ skills, provide consistent process execution and review the quality of their service delivery. Kathy discussed several of the innovative programs that Teradata is using to achieve these goals including their implementation of Support Academy, a modern virtual learning environment, their use of visual workflows to consistently deliver service and their innovative quality incident review methodology.

Creating and Sustaining a Customer Centric Service Culture

In this presentation from the 2014 Service Industry Summit, Evans A. Manolis of Market Intelligence International discussed the 5 Steps that best in class service organizations are taking to ensure that their customers are not just satisfied but are evangelistic about the service they receive. Evans highlighted how to effectively promote customer experience excellence to help add value, brand and differentiate your service organization.

Utilizing Customer Insights to Improve Service And Support

In this presentation from the 2014 Service Industry Summit, Doreen Pippen of ThermoFisher Scientific discussed the innovative, best-in-class training and education programs the company has created and how they have contributed to significant increases in satisfaction among ThermoFisher customers. Doreen also highlighted the efforts the company has made to create a robust self service experience for customers as part of the effort to drive higher levels of satisfaction and loyalty.

Implementing A Successful Recruitment Program

In this presentation from the 2014 Service Industry Summit, Michael Bielamowicz of Glory Global Solutions discussed the importance of creating a successful recruitment program for the service operation. With increasing customer demands, more complex technologies to support and a changing demographic within the services workforce, it is increasingly important to have a strong recruitment and employee development program in place. Michael highlighted the importance of ensuring your HR department has a strong focus on service, provided insights on where to find the best talent and discussed the use of competency frameworks to define attributes of successful service personnel.

Marketing Service and Support Strategically

In this presentation from the 2014 Service Industry Summit, Al Hahn of the Association of Support Professionals discussed best practices for marketing service and support strategically. Service marketing can be helpful to a service/support organization in many ways. The greatest impact can be realized by using it’s capabilities strategically. This starts with surveying your customers and segmenting your installed base of products by service needs. This is different than product segmentation. Armed with this information, service marketers will know how many different offerings you need and be able to design and price them to produce maximum customer value and maximum service revenues and profits. Unfortunately this is easy to discuss and hard to accomplish.

On Demand Webinar – Getting Your Services Strategy Right

Join us on Thursday, October 23rd at 9:00 AM Pacific for this complimentary, one-hour Webinar hosted by Service Strategies.
A key differentiator that separates top-performing services businesses from everybody else is their ability to better align their strategy with the mission and focus of the parent organization. In this fast- paced one-hour session, you will learn the steps to keep you, your team, and your senior management focused and clear on how your services business contributes to the success of your company.

SCC Soft Computer Earns Certification Under the Prestigious Service Capability & Performance (SCP) Standards

SCC Soft Computer (SCC) announced today that its Client Services division has achieved certification under the prestigious Service Capability & Performance (SCP) Support Standard. SCC achieved certification after an extensive audit of their Clearwater, Florida customer service / technical support center.