TSW Top Attended Sessions: Day 2

I won’t lie, Day 2 at TSW was a long day. We started with Champion breakfast networking sessions at 7am, and went all day until the Expo closed at 7pm. There were many rounds of breakout sessions, with as many as 16 concurrent sessions in some time slots. With so many sessions to choose from, it is especially interesting to see which sessions had the most attendees–clearly indicating the top business issues companies are trying to solve. Here are the five sessions from Day 2 with the highest attendance:

1. Analytics for Results: The Real Way from Customer Feedback to Customer Loyalty. This session was presented by TSIA Partner Michael Clarkin, Vice President Global Marketing and Product Services, Sykes Enterprises. Creating the right environment for analytics to flourish and contribute to the organization’s goals requires thoughtful design and intelligent data interpretation, built upon good science. Whether you want to identify what triggers customers to buy more or defect to your competition, or you need to understand why a product or service is failing to achieve expected results, analytics should always lead to the end result of actionable knowledge. This session, built upon years of analysis and studies across many sectors, examined what analytics really is, and why the investment is a strategic imperative. Michael and I recently did a webcast on this topic, so if you’d like to see an OnDemand version of the top attended session, here’s a link.
2. Building a Customer-Centered Business, from the Support Organization Out. There was tremendous buzz about this session and I’m already getting emails asking when the videotaped version will be available. Online communities elevate the voice-of-customer across organizational silos, propelling companies to transition to more customer-centric business models. Support organizations are uniquely positioned to lead the charge by acting as the catalyst for community adoption, management, and reporting. Scott Hirsch from Get Satisfaction, and two Get Satisfaction customers, Kristin Gastaldo, community manager at Blackbaud, and Nathan Roth, senior manager of digital and social at Koodo Mobile, discussed how they’re tactically implementing community to achieve their strategic goals of differentiating from the competition by delivering truly excellent customer experiences.
3. Innovative Online Support: Harness the Power of Information and Empower Customer Self-Help. In this session, presented by Julie Larsen, Vice President of eServices, EMC Corporation examined the importance of investing in innovative capabilities to meet multiple sources of demand and address diverse service channels. Julie discussed four key components of creating an innovative, proactive, and personalized online support strategy to evolve and transform your support organization.
4. Driving Service Delivery Excellence through Voice-of-the-Customer Analytics. Another partner case study, this session was presented by Matt Wroblewski, Director, Market Research for VWR International, and Roger Woolley, VP, Solutions Marketing, Verint Systems. Many organizations are implementing voice-of-the-customer (VOC) programs to capture and assess customer comments and sentiments across multiple communications channels—but, it’s a complex job. So how do you get started? Verint Systems and VWR International shared how VWR implemented a VOC program to help deliver superior service and improve productivity for its customers and suppliers. Details included how VWR International built a best-practices model for managing quarterly customer relationship and Net Promoter Score® surveys, and leveraged feedback from customer service, technical support, and web touchpoints.
5. Turbo-Charging Your Revenue Engine: Building Service Pricing Capabilities. As the role of services grows within tech companies, as products themselves are sold as services, pricing capabilities shift from “nice to have” to vital. So how do you develop those organizational capabilities? What capabilities should you develop first? Where should those capabilities reside? How do you know it is time for your organization to change? What kinds of pricing problems should you tackle first? In this discussion, Randy Wootton, VP, Premier Products for Salesforce.com introduced participants to Salesforce’s Pricing Maturity Model as a framework for evaluating your current pricing practices and envisioning next steps in growth.

I started today with our Breakfast of Social Champions, and the conference closes with our awards luncheon. I’ll be back after the conference with updates on the award winners. For now, thanks for reading and thanks for supporting TSIA!

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Tags: Blackbaud, EMC, get satisfaction, Koodo Mobile, Salesforce, Sykes, Sykes Enterprises, Verint, VWR

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