A Publication of the Service & Support Professionals Association
July 2007
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The First 100 Days: Observations from SSPA’s New Executive Director By Stephen Smith, Executive Director, SSPA For vital support industry topics such as benchmarking, knowledge management, customer self-service and many others, the SSPA has been hard at work driving advancements in operational excellence and business insights through research, certification, education and the peer-to-peer exchange of information. In this article, Stephen lays out what he’s learned from SSPA Members in the last 100 days—the most important topics, pain points and areas of focus—and how the SSPA is aligning itself to offer more targeted research, programs, insights and value to the membership. |
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| FEATURED ARTICLES |
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Improving Service by Leveraging the 360° View of the Customer By John Ragsdale, VP of Research, SSPA In CRM terms, a “360° View” describes a complete picture of the customer—a rich, centralized record of front and back office interactions and account relationship details that enable more accurate, personalized and profitable sales, marketing and service communications. In this article, John Ragsdale gives a thorough account of how service organizations can leverage CRM’s 360° View to improve several facets of their operations—from increased revenue to productivity. |
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What Your Knowledge Does Not Know—May Kill It By Livia Wilson, President & Co-Founder, Outsights, Inc. Most knowledge management systems go on life-support during the first two years after implementation. While most users resort to other means to get to information, a few zealots continue the quest to really make it work. Then after three years, the business decides to pull the plug and start over, either by buying replacement technology or re-launching the existing technology. What your knowledge does not know—how to stay lean, viable and healthy—will ultimately destroy it. |
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Leveraging Support Data to Drive Product Improvements By Francoise Tourniaire, Founder and Owner, FT Works You may remember that old cartoon of the assembly line in which a hammer methodically smashes all the pots going through, only to have them painstakingly reassembled a few feet away by a poor soul with a lab coat labeled “Support”. Do you feel you’re wearing that coat? If so, it’s time to take action—this article shows you how to prevent support cases (and customers’ broken hopes) rather than solving problems after the fact. |
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Cost-Saving, Customer-Satisfying Web Self-Service By Lori Harmon Vice President, Global Customer Support, VeriSign Maximizing the financial benefits of web self-service happens only when an organization decides to make it the primary support channel. To be successful in this endeavor, three key factors are necessary: 1) get and maintain senior management support, 2) include specific goals for increases in web site usage, and 3) involve customers in the support web site design process. In this article, Lori illustrates her cost-saving, customer-satisfying approach to service. |
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Creating Leadership in Every Cubicle: Critical-Path Skills for Transforming Support Performance By Rich Gallagher, R.S. Gallagher and Associates How do you fundamentally change the performance of a support team, in ways that make a real, measurable impact on customer satisfaction levels, productivity and turnover? The answer is to create a leader in every cubicle of your support operation, and watch what happens when you have a team of “owners” who are stakeholders in the support process. |
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Brought to you by the SSPA September 30 – October 2 in New Orleans, Services Leadership 2007 features cutting-edge exhibitors, a robust attendee roster and an intensive conference program that showcases the best and brightest minds in the services and support industry. Register early and you can win an Apple iPhone with two years of service! 
