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IN THIS ISSUE
Question of the Month
What industry trends had the biggest impact on your support operation in 2007? |
SSPA PERSPECTIVE |
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Leveraging Web 2.0 to Improve Collaboration With and Among Customers By John Ragsdale, Vice President of Research, SSPA While enabling your customers to interact easily, share best practices and maybe even war stories about your technology may seem like a natural evolution in the support ecosystem, many companies are struggling with understand how web collaboration fits into their overall support model. This article dispels some of the web collaboration myths and explores some of the risks and benefits inherent with Web 2.0 support. > MORE |
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| FEATURED ARTICLES |
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A Successful Approach to Driving Product Supportability By Lori Harmon, Vice President, Global Customer Support, VeriSign, Inc. Product supportability only happens in companies that make the customer a priority. This article describes how to get and maintain senior management support for product supportability initiatives, how to include specific goals for improvements in product supportability in cross-functional performance objectives, and develop a business process that compels product teams to improve supportability. |
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Leading Change Strategies to Align People with Organizational Goals By David Kay, DB Kay & Associates Support leaders are transforming their organizations for better customer engagement and a superior customer experience. Change initiatives require people, process, and technology changes—the biggest challenge typically resides in the people part of the equation.This article focuses on proven strategies that leaders have successfully used to align people with organizational goals and initiatives. |
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Expanding Globally: A Roadmap for Support By Francoise Tourniaire, Founder and Owner, FT Works The lessons in expanding globally are applicable to any company interested in growing into a new territory. How can the support team leverage existing processes and tools to create support operations in the new territory without breaking the bank? What unexpected challenges will they encounter? This article explores the challenges of expanding globally, and offers a practical roadmap for support. |
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The Product Quality Index A Simple Recipe to Bridge the Gap Between Product Development and Customer Support Co-authored by Brad Smith Director, Southeast Region, InQuira and James Pendergast, Senior Director, Global Support Program Office, Openwave A Product Quality Index (PQI) can assist customer support teams that find themselves stretched between the customers’ expectations of high quality, high performance, easy-to-operate products and the budget-bounded capabilities of product development teams. This article shows you how PQI can influence product development to listen to the voice of the customer while measuring and comparing success across different product lines. |
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Pre-emptive Troubleshooting Offers Clear ROI for Qpass Co-authored by Todd Chipman, Senior Director, WW Support Marketing, BEA Systems and Ravi Kumar, WebLogic Server Engineer, Qpass, Amdocs’ Digital Commerce Division According to BEA’s statistics, the number of Qpass support cases dropped from 13 to just 2 in a period of 3 months after implementation of BEA Guardian. What is the secret to this radical change? Pre-emptive support. This article explores the benefits Ravi Kumar received by integrating pre-emptive support in the form of BEA Guardian. |
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