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Conference Presentation

How to Design Support Services that Customers Actually Value

This report is for Support Services members only

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Meeting SLA commitments for resolution time, communication, and quality are the “price of admission” for a customer’s business. To improve customer retention, Support Services organizations must differentiate on the customer experience. By researching the customer’s perception of service value, leaders can understand which service elements to invest in - and which to scale back.

Tracks: Interactive Breakout, Support Services

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Publish Date: December 10, 2020

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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