Conference Presentation

Harnessing the Heat from the Fires

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Most technology services companies have a critical escalation management program: focus account management, critical accounts program, critical escalation management, to name a few. We all share a common goal to resolve the critical issues quickly while proactively driving lessons learned back within our organizations.
In this workout session, we will lead an interactive discussion around controlling the fires with best practices around critical escalation management: entrance criteria, executive update frequency, reporting, severity levels, and success criteria.
Then, we’ll discuss proactive fire mitigation to harness the knowledge and expertise of your critical accounts program to successfully use these firefighters to directly impact company revenue and customer satisfaction.


TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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