Jeff Rumburg is the cofounder and managing partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. He has been retained as a service and support expert by more than half of the Fortune 500, including American Express, Intel, Coca-Cola, Emory Healthcare, GM, IBM, and USAA. Equally broad is his industry experience, which includes benchmarking IT service and support in every major industry. Jeff is the author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and he's published more than 100 white papers on service and support best practices. In 2014, he was awarded the HDI Lifetime Achievement Award for his contributions to the service and support industry.