Executive Forum Session
John Hamilton, President - Service Strategies
Date: Monday, October 25th, 2010
Time: 10:00 am - 4:00 pm
This unique event for executive level professionals provides an opportunity to network with your peers, discuss challenges and strategize on the future direction of the services industry. The forum is facilitated by John Hamilton, president of Service Strategies, who will collect topics from attendees to be discussed during the session. Attendees will also receive the transcript from the forum.

• Service executives at the director level or above
• Those looking for a direct networking and learning experience

• Participants will submit topics prior to the session
• Submitted topics will be the basis for the open discussion
• Gain real world advice and feedback from your peers in the service industry

Customer Loyalty Workshop
Jerry Concannon, Senior Consultant - Service Strategies
Date: Monday, October 25, 2010
Time: 9:00 am - 5:00 pm
In recent years, leading technology support organizations have made great progress in understanding and meeting customer expectations. But, how do companies maintain these strong satisfaction levels in times of increased competition and shrinking support margins? And even more importantly, how do companies evolve their customer base from highly satisfied to intensely loyal?

• Support managers and directors
• Support leadership with service delivery responsibilities
• Certified Support Managers looking for continuing education

• How to evolve customers from highly satisfied to intensely loyal
• Understand key errors in customer satisfaction measurements
• Learn best practices in Customer Relationship Management
• Understand the market value of customer loyalty