SUPPORT SERVICES UPCOMING WEBCASTS

As we become a service dominant economy, the one-time manufacturing models of ERP are becoming less and less relevant. As a result, many companies are struggling with optimizing their service delivery organization. ERP and even CRM are becoming infrastructure with long and costly implementations while solutions that can support all elements of the service lifecycle are the ones bringing real gains in productivity, savings, increased customer satisfaction, and market share gains.

Join us for an interactive webcast as John Ragsdale, VP of Technology Research at TSIA, and Jerry Edinger, President and CEO of CSDP, share what service organizations need to know to move from a product-centric ERP world to a new service-centric era.

• 4 reasons why service is pushing ERP to the back burner and what you can do about it
• The latest TSIA survey results regarding cloud adoption
• How companies are using the cloud to deliver innovative functionality
• 4 things missing from first-generation cloud offerings that you need to know about

Servicing customers can be incredibly rewarding. But learning all the ins and outs of service takes many years, with more than a few fiascos along the way. After 25 years in various aspects of the customer service industry, John Ragsdale has penned a “tell all” book about the people, processes, and technology of providing technology services to customers, filled with best and worst practices, insider gossip, and sometimes shocking real-world stories. Lessons Unlearned released May 7th, follows Ragsdale through his service-oriented career. In this webcast, he’ll share highlights from the book for each of the major service disciplines:

• For customer service, a training guide for new managers, explaining key metrics and how to use them, the importance of hiring people with empathy skills, and how to coach and motivate support employees.
• For field service, the different personality types in service roles, including an anecdote about using nontraditional approaches to solve an unusual repair problem in the field.
• For professional services, advice on successful technology deployments, with a major focus on the two most common reasons behind technology failures-both of them process related.
• For education services, how video is changing the face of customer (and employee) education, with a push toward subscription-based content delivered via channels targeting specific user roles.

Join us for this informative webcast.

Discover how to evaluate your company’s service revenue business, and learn what is best-in-class for recurring service revenue performance by using the Service Revenue Maturity Model.

The Service Revenue Maturity Model (SRMM) is a conceptual tool that highlights the key areas that companies should focus on to take the recurring service revenue business to the next level. Using 8 dimensions for success, the model scores the service revenue business and uncovers the opportunities to drive incremental service revenue.

The webcast begins with defining the 5 maturity stages and their characteristics. Defining these stages will help you understand where you are in your recurring service revenue evolution.

We then delve deeper. Learn the 8 key dimensions that are essential to service revenue success, including sales methodology, data, and systems. Address specific questions about these dimensions that will help map your path to the next level.

Insights into the maturity of service revenue is exclusively available from ServiceSource. Our data set spans over 120 customer engagements. We manage $7B of service revenue for customers around the world. We’ve been focused solely on driving service revenue for over 10 years. Access to this broad set of transaction data along with a focused approach allows us to understand what specific indicators are needed to measure and manage service revenue. The SRMM is based on these key indicators and it lays out a path for companies to pursue a best-in-class service revenue business.

Don’t miss out on this opportunity to gain insight from the global leader in recurring service revenue. You will see how your business stacks up against your peers, and learn what you can do to take your recurring service revenue business to the next level.