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Conference Presentation

What Are the Key Initiatives and Practices Support Organizations Are Using to Drive Customer Adoptions and Business Outcomes?

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The rapid rate of change in the technology industry is forcing support organizations to look at their current processes, people, and products. The historic processes and measurements are no longer enough to drive the value customers are demanding, and support organizations are being asked to continue to provide traditional break-fix service but reinvent themselves as they do so. Companies are being asked to drive the highest levels of performance (financial, satisfaction, adoption, and loyalty).

This session will review the new structures, processes, results, and metrics being implemented and measured. We’ll share industry averages as well as Pacesetter performance. Come hear examples of what a mix of organizations are doing to move their support organizations to the next level. You will hear best-in-class examples of what has been done to drive production adoption and value to an ever-demanding customer set and how this amount of change can be accomplished with minimal interruption to support organizations who are still trying to do their “day job.”  


Presented By:

Judith Platz

Vice President, Research and Advisory, Customer Success & Support, TSIA

Publish Date: May 4, 2015

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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