Hosted by Service Strategies, this complimentary Best Practice Webinar featured John Laino – Senior Director, NetApp Field Support & TGA Services.
In early 2009, at a time when many work forces were shrinking, NetApp made a strategic move to expand their Field Support team. NetApp aimed to increase customer satisfaction with this investment by placing escalation managers in the field. Within six months of building this team, NetApp achieved their initial goal of better escalation management and established a field force well-positioned to deepen their customer relationships.
During this webcast, you will learn more about the evolution of the NetApp Field Support organization, including lessons learned during the transformation. NetApp will share how they turned an investment intended to improve a reactive function into an opportunity to take a more proactive support stance with their customers.
Webinar Title: Fueling the Customer Loyalty Engine
Presenter: John Laino – Senior Director, NetApp
Broadcast: September 2010