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Home > Service Processes

Service Processes

October 11, 2016

Wrapping up our 2016 Service Industry Summit Event

View Presentations from the 2016 Service Industry Summit We just wrapped Read Now

Productize Your Services

March 10, 2014

On Demand Webinar – Productize Your Services

 On Demand Webinar Hosted by Service Strategies Productize Your Services: Read Now

Research Report on Global Support Models

October 21, 2013

Research – Global Support Practices

New Research Highlights Global Support Practices in the Technology Read Now

November 1, 2012

A Road Map for a Federated Business Model

Presentation delivered at the 2012 Service Industry Summit Abstract Learn Read Now

November 1, 2012

Optimizing the Service Organization

Presentation delivered at the 2012 Service Industry Read Now

Traditional Resolution Milestones

July 16, 2012

Using Soft Close to Fix Resolution Metrics

Improving case resolution performance is one of the ‘usual suspects’ in the Read Now

April 19, 2010

How Does Your Organization Measure Case Backlog?

by: Ben Stephens, Service Strategies In a service organization there is Read Now

February 8, 2010

Pain Drives Innovation

by: Tom Flodeen, VP and GM of Customer Support - Mentor Graphics Read Now

October 7, 2009

What is Your Customer’s “Statusfaction”?

by Ben Stephens, Service Strategies Escalations are the bane of all Read Now

August 31, 2009

Sometimes it’s Better to Let Customers Hold for Service

By Ben Stephens, Service Strategies With cost pressures throughout the Read Now

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