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Research Study – Outsourcing Service and Support

Service Strategies is conducting a research study on the use of Outsourcing Services within the technology services sector. The survey is designed to gauge current practices with regards to outsourcing technology service and support and understand the factors influencing the decision to outsource or not.

Brilliant Services Leadership: Targeting Your Talent For Top Performance

Presentation from the 2015 Service Industry Summit – Are you getting the most out of your best people?…Probably not. This research-based and experienced-proven talk will share the simple yet powerful elements of gaining top performance from your top talent.

Success, Failure and Disasters: Cisco Tests Tasks to Improve the Customer Experience

Presentation from the 2015 Service Industry Summit – Cisco has been monitoring the performance of top tasks on its support website for more than 4 years. The Task Performance Indicator (TPI) is now a key metric that executives track because it’s an actionable metric for experience. In order to drive continuous improvement, Cisco has developed a multi-pronged strategic approach.

The New Responsibility of Learning in Customer Success / Support Organizations

Presentation from the 2015 Service Industry Summit – The most vital phase of Customer Success lies square in the laps of Support organizations – the “Customer Adoption Phase”. Transforming Support to drive Customer Success in our new world requires new skills and a new “Learning” paradigm.

Supporting the Aftermath of a Major Cyber Security Incident – An Inside Look

Presentation from the 2015 Service Industry Summit – How many cyber security events have you become aware in the past 2 years? From a customer support and services standpoint, does your organization have an operational plan in the event a significant security breach occurs?

Service Transformation and the Internet of Things

Presentation from the 2015 Service Industry Summit – The Internet of Things (IoT) and smart, connected products are rapidly transforming the entire manufacturing ecosystem. In the wake of this transformation OEM’s are presented with a shifting of value and differentiation to software, the cloud and service – spawning entirely new business models.

A Seven Year Journey: Transition – Transformation – Results

Presentation from the 2015 Service Industry Summit – Challenged with a corporate spin-off from Baxter Healthcare Inc – creation of a stand-alone global company – and acquisition by Fresenius-Kabi Inc., the Fenwal technical service leadership team turned to Service Strategies and the SCP standards for foundation and guidance as they navigated seven transitional years.

Eight Tips for Improving Field Service Productivity: Part Four

Management is the intervention of getting work done through others, so the success of the field service manager is directly linked to the performance of his team. When the team is meeting its goals, the manager receives the credit. The analogy with the manager of a football team is very apt. When the team lifts the trophy at the end of the match, the manager receives the greatest accolade even though he never set foot on the pitch.

Eight Tips for Improving Field Service Productivity: Part Three

In the last article, we highlighted how many field service managers work their way up through the ranks and learn a management style through trial and error or from their managers and their managers’ manager. In summary, management training is often informal. And yet, John Maxwell, author of The 5 Levels of Leadership, identified that one of the five key reasons that employees choose to follow a leader is because the leader has helped them to progress their career.

Eight Tips for Improving Field Service Productivity: Part Two

If managers want the team to be committed to the task then they have to use the three steps of fair process: the engagement of employees, the explanation of why the decision is what it is and clearly explaining what is expected from them as a result of that decision. If employees are shown that the company’s decision making process has been considerate of their views then they are much more likely to give their full cooperation to a decision, even when they disagree with that decision.