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In today's competitive business environment, it is no longer sufficient for companies to focus on customer satisfaction to maintain and grow their businesses. It is inevitably important to shift focus onto a more business oriented measure of building customer loyalty and customer engagement. During the past 5 years, ANSYS N.A. technical support has embarked on a paradigm changing journey through its 2020 Support Vision: transforming itself from the traditional cost center dominated culture to a business and technology centric culture, relevant for today's fast pace business environment. Join us for a discussion on what makes a World Class ANSYS technical support organization and learn how you can adopt the principles as you embark on similar journeys towards success: - The ANSYS support vision 2020: Toward the Omni-channel support vision - Beyond CSAT: The true measure of effective technical support_customer acquisition and customer retention - Building the foundation: Technical support culture - Lessons learned, strategies, and best practices - The next disruptive innovation in technical support
Area Director, Customer Excellence, ANSYS
Publish Date: November 9, 2017
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Peg Rodarmel, SVP, Subscription Services, Infor
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