Yes, we are at the SSPA conference in Santa Clara, CA with over 500 of our closest friends. It is amazing that we were able to bring together this many tech services execs under the current economic conditions and it is a testament to our dedicated member and some great conference planning. In fact, the free airfare and hotel night was a brilliant concept by our events team and several members told me that it was the key reason that they were approved to come to the conference. Great idea!
J.B. Wood, CEO, SSPA opened the show with a very strategic view of where the service business was heading. In my experience the management of tech support is a very tactical role so some folks had a difficult time understanding what this talk was all about. But, if we are going to be leading our companies into the future, we need more strategic thinking in our lives. If you missed this session go to www.theSSPA.com and have a look at J.B.’s vision of the future.
Bill Steenburgh who heads up services for Xerox is my idol and his presentation helped everyone understand why his company is pulling away from the pack and leading our industry in customer sat and loyalty. One thing that Bill has figured out that we can all use more of is gaining upper management commitment to services. Xerox, as a company, trust Bill’s decisions and he pays them back by implementing unique and differentiating service programs. These guys are really good at understanding their customer needs and delivering on their promises. If I was ever going to take a “real job” again it would be with Xerox Services.
Tags: Bill Rose, software support, SSPA, tech support, Xerox
