Create Value Beyond Imagination
For technology companies, being able to focus on innovation is one of the keys to success. Support industry leaders can visualize the benefits of transforming typical "outsourcing" activities into cooperative support agreements: the new arrangement suggests the very real possibility for vendors and customers to create value-added strategic partnerships, versus just "passing the buck" down the support accountability chain. Forget the "us" vs. "them" mentality and learn how a partnership of this sort can ensure that you can focus on your core competency.
In this 60-minute, on-demand SSPA webcast we show you how support partnerships can become keys to success for technology companies. SSPA VP of technology research John Ragsdale discusses innovation trends in this segment of the market, unveil the challenges and best practices of product support and review key details of the outsourcing option—from the types of technical support to outsource to what innovations and trends to keep a close eye on.
Rusty Walther, SVP of technical support for venerable SSPA member NetApp, discusses important differences between cooperative support agreements versus outsourced vendors, and present a brief case study on their partnership with Convergys.
Lastly, Mike Serpan, Vice President of Technology Program Management at Convergys presents examples of best practices working with technology companies, and specifically, how cooperative support agreements should be viewed as a decisive, strategic advantage.
Listen to our experts and learn about:
- Which trends and innovations you should be watching
- The difference between cooperative support agreements versus outsourced vendor relationships
- Best practices for product, technical and customer support
Convergys invites you to watch this on-demand webinar:
Date Aired: |
Thursday, November 20, 2008 |
Speakers: |
John Ragsdale, Vice President of Technology Research, SSPA |
Complete this simple form to watch this webinar:
Speaker Biographies
John Ragsdale is Vice President of Technology Research for the Service and Support Professionals Association (SSPA), Technology Professional Services Association (TPSA) and The Association for Services Management International (AFSMI). Ragsdale's area of expertise is creating strategies for improving the customer experience, and selecting and implementing CRM, eService and customer service technology. John drives the association’s highly regarded content and research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing technology services leaders to enable them to better plan and execute their service strategies.
John was Vice President and research director for Forrester Research. John has been involved in customer service for most of his career. He worked for J.C. Penney for more than 10 years, managing both internal and external customer support organizations, before moving to Silicon Valley in 1995. John has held product management and marketing positions at eService and CRM vendors.
With his in-depth industry analysis experiences, Ragsdale brings an extensive understanding of the technology and vendor landscape for IT services. He leverages those insights to help guide association members in making informed technology, business and investment decisions.
John Laino Director of Enterprise Support Planning has worked at NetApp for almost five years, most recently as a Director in the Global Support organization. He has focused on customer programs, process development, systems planning, knowledge management and data quality initiatives during his tenure with NetApp.
Currently, John leads a strategic initiative, reporting to the SVP of Global Support, focused on developing innovative customer support programs and enabling customers with NetApp’s support best practices.
Prior to joining NetApp in 2004, John held positions at Cisco Systems, XM Sirius Satellite Radio, and Accenture.
Michael Serpan is vice president of program management for Convergys Corporation, a global leader in relationship management.
Mike is responsible for the technology industry vertical with profit and loss responsibility for all technology client relationships in North America. Mike reports to Jim Boyce, president, North America.
Prior to his current appointment, Serpan held a series of increasingly responsible positions with Convergys, including vice president of satellite, vice president of client business development, senior director of business development, and sales director.
Before joining Convergys, Serpan was an independent consultant to the contact center industry and spent 10 years at AT&T holding a variety of positions in sales, marketing and engineering.
Mike earned his bachelor’s degree in marketing from Kansas State University. Mike, his wife, Jennifer, and their three children reside in Danville, California.
Convergys protects your confidentiality and will not sell or share your contact information.
Read our privacy policy for more information.
