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Champions in Support Services

Champions in Support Services. Kick-off Meeting July 28 th 2010. Meeting Agenda:. 5” – Welcome & Housekeeping 10” – What are Champions in Support Services? 10” – Industry Observations: Customer Retention Led by TSIA’s Bill Rose 15” – Panel Discussion: Customer Retention

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Champions in Support Services

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  1. Champions in Support Services Kick-off Meeting July 28th 2010

  2. Meeting Agenda: • 5” – Welcome & Housekeeping • 10” – What are Champions in Support Services? • 10” – Industry Observations: Customer Retention • Led by TSIA’s Bill Rose • 15” – Panel Discussion: Customer Retention • Panel: Yahoo!, Open Text & Symantec. Moderator: TSIA’s Tim Flannery • 10” – Discussion / Q&A with Champions • 10” – Update from TSIA • Available research • Four great resources you can use today • Next steps

  3. Welcome & Housekeeping • We want to hear from you! (but not your macaw!) • Please chime in, but mute your phone when not speaking • Try and “raise hand” on event console so we can call on you • Post questions and comments • Session will be recorded • Link available on TechServicesForum.com • Feedback survey will be distributed • Please share your thoughts on topics / issues by leaving feedback on TSF

  4. Who are the Champions in Support Services? *they are nominated* no more than 4 per company currently 180 individual members best & brightest in the industry empowered with knowledge & resources connected & engaged passionate about what they do

  5. Champions Program: Built by Members We asked you what you want… • Fresh & timely updates • Convenient, “VIP” access to content & resources • More peer-to-peer dialogue, collaboration & sharing • Connections with the industry’s best & brightest • To be the “go to” person for sharing knowledge • An exclusive network that is “always on” …here’s what you said.

  6. We’re Ready to Commit! TSIA will… Champions will… • Keep it simple • Keep it relevant • Keep it member-driven • Evolve to meet your needs • Keep it fun! • Join us as much as possible • Phone every other month • TSW every six • Engage & participate • Assist other Champions & help guide the program • Share info with colleagues • Tell us if you can’t commit

  7. Program Deliverables • Bi-monthly web meetings • Bi-annual in-person meetings & representation at TSW • Focus on industry observations & dialogue • Updates on TSIA research & available resources • Online: discussion group & web meetings • Offline: conference activities & “take home” resources • Entirely member-driven • Surveys, online meetings & topic polls

  8. Polling Results: Customer Retention

  9. Meet the Co-Chairs… Tim Flannery Snr. Director Services Research Bill Rose VP, Services Research Patricia Jim Brad Moore Smith Wilson Director, Customer Support Director, Program MGMT Office VP, Global Support Experience Shawn Santos Director, Programs & Community

  10. Research Update: • New Support & Field Services Benchmark Survey tool • Contact MDD for username(s) / password(s) • Consumer Contact Center Metrics research work • “Cloudprem” research work • Upcoming launch of Educational Services Benchmark Survey • Social Media globalization research • Annual Maintenance Pricing Practices http://www.tsia.com/support_services/ss_research_reports.html

  11. Four Great Resources for Content & Engagement Technology Services Forum: Our Industry’s Online Community**Join the Champions Group 1 2 Technology Services World Oct 18 - 20**Agenda Online Now / Best Deals Early **Champions in-person Meeting http://www.techservicesforum.com/ http://www.technologyservicesworld.com/ 4 3 Tuesday Night CS Chats**Hundreds of Participants **Tues 9 – 10pm EST **Hashtag #custserv New TSIA Website**More Personalized **Better Access to Search & Research http://www.tsia.com/ http://twitter.com/#search?q=%23custserv

  12. Next Steps • Recorded link will be available • Brief feedback survey will be distributed • Please share your thoughts on topics / issues by leaving feedback in Champions group on TSF • Next meeting in September • In-person Champions meeting for those attending TSW

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