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Service Management World
November 11-13, 2019
Omni Orlando Resort at Champions Gate

Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of the optimal service management strategy. FIND OUT More »

SupportWorld Live
(Formerly HDI Conference & Expo)
April 19-24, 2020
MGM Grand, Las Vegas, NV

Brand new name. Same great event! HDI Conference & Expo is now SupportWorld Live. Join us this year in Las Vegas! FIND OUT More »

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Latest Content

Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers. The scores from your KPIs are a nice barometer, but to act on the scores effectively, you need some context from the customer. Following-up the key performance questions in the right way has a big impact on how customers feel about your survey and how much and how quickly you can learn from it.

Most IT departments can tell you how much they spend on IT service and support. But very few can quantify the economic impact of support. For this installment of Metric of the Month, Jeff Rumburg shares a case study that calculates the ROI for a particular support organization.

As technology improves and changes at the speed of light, making decisions quickly and responding to shifts takes agility, cross functional interdependencies, and an openness for experimentation. If you want it to remain relevant, your business must become digital. This means that understanding those buzzwords and which technologies will align with your strategy has never been more important.