A great way to identify the hottest topics in the service and support industry is to look at the top attended breakout sessions from last week’s AFSMI, SSPA and TPSA Services Leadership Conference. This was the first co-located event for the three associations, and the first time that attendees were given an option of attending any session, [...]
Archive for October, 2008
Hot Topics: Top Attended Sessions at Services Leadership Conference
October 30, 2008Services Leadership Conference: Closing Day
October 22, 2008Today was the final day of our Services Leadership Conference at the Mirage in Vegas. The day opened with an incredible keynote from Robert Reich, former US Labor Secretary, who decided at the last minute not to use his prepared presentation and instead discussed the current economic situation. Very powerful. I’ve always been a fan [...]
Services Leadership Conference: Day 2
October 22, 2008Welcome to my recap of the 2nd day of our Services Leadership Conference at the Mirage in Vegas. My day started very early with a series of member 1:1 meetings before the conference opened at 8:30. In an eerie coincidence, I had 2 more 1:1 meetings focused on the topic I wrote about yesterday: how [...]
Announcing the Winners of the Fall Recognized Innovator Awards: Green Edition
October 22, 2008This morning during my keynote presentation at the AFSMI and SSPA Services Leadership Conference I announced the winners of the Fall 2008 Recognized Innovator Awards.
These awards are presented to technology and service providers who have proven innovations; the categories for the awards change for each event. For Fall 2008, I focused on Green Support, with [...]
Opening Day: 2008 Services Leadership Conference
October 21, 2008Greetings from Las Vegas! Our 2008 Services Leadership Conference officially kicked off at 3pm today with our first joint keynote across the AFSMI, SSPA and TPSA. JB Wood, Stephen Smith and Thomas Lah talked about the past, present and future of the industry, with emphasis on service convergence and Value-Added Support. Next, Juergen Rottler, EVP [...]
Service Technology Success Stories: PSA, Communities, Field Service
October 15, 2008Next week is our Fall Leadership Conference for the AFSMI, SSPA and TPSA at the Mirage in Vegas. I hope to see you there! I’ve spent part of my week reviewing conference presentations and providing feedback to presenters. Typically, about half of the top attended sessions at the conference are in the Innovative Service Technologies [...]
Higher adoption of premium support? Not so fast.
October 7, 2008One of my (many) pet peeves as an analyst is how certain ideas are repeated so often they become accepted fact, even if they aren’t grounded in reality. The worst of these is the one you’ve all heard me grouse about before: the oft repeated lie that 70% of CRM implementations fail. Not true! What [...]
