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.


Presented By:

Pam Dickerman

Program Executive, BMC Software

Mina Palkendo

Program Executive, BMC Software

Dana Safford

Escalation Manager, Red Hat

Publish Date: May 6, 2014

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Peg Rodarmel, SVP, Subscription Services, Infor

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