Date: October 21, 2015

Author: Phil Verghis - Klever
John Ragsdale - Technology Services Industry Association (TSIA)
Judith Platz - Technology Services Industry Association (TSIA)


Hint: It is a lot less complicated than you think.

In today’s data rich world we can measure everything...and we often do. But what measures are the ones worth monitoring and reporting? What measures can we drop? What measures truly speak to the health of a support organization, and which ones are nice to have versus must have? What measures should we share with executives, team members, and customers? 

Now, more than ever, business leaders are looking for a modern set of KPIs that can be used to run modern services businesses.

If you struggle with finding the set of relevant KPIs for your business, if you know you need the measures to make decisions but are wondering which ones really help, or if you are attempting to connect your metrics to actions in order to truly transform your business, this session is for you.

Join Phil Verghis, John Ragsdale, and Judith Platz for a thought-provoking session on the measures that make sense for today’s support organizations. The presenters will share a co-developed set of metrics and ways to measure them in order for you to make the decisions you want and need to make. You will leave with an in-depth understanding of this new framework and have the ability to see real-world measurements that truly make sense. Attendees will be invited to influence how to improve the metrics to make them the de facto standard for modern support organizations.

Applicable Disciplines:
Support Services

Growing Customers; Services Transformation; Customer Success; B4B; Business Outcomes

Functional Areas:
Operations;Service Delivery;Strategy