While attending TSW, you are welcome and encouraged to attend any session you choose. To help in selecting the sessions you want to attend, we have added service discipline icons to the concurrent breakout sessions. |
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Monday 8:00 AM - 2:00 PM — Grow your Top Line: Designing, Marketing, and Selling Support Packages
Monday 8:00 AM - 2:00 PM — Pricing Technology Services
Monday 8:00 AM - 2:00 PM — Value Realization Workshop
Location: 203 (2nd Floor)
- What customer experience management is, and how and why is it important to your business
- How CEM fits into your strategic planning process
- The 12 basic building blocks of a CEM strategy and how to get started
Why You Need to Attend This Course:
In these difficult economic times, companies need to seek out new approaches to differentiating themselves and growing their business. By attending this workshop, you will become familiar with the tools that best-in-class organizations use to further the success of their business and services efforts. And by using these tools you enhance your ability to better engage your customers and grow your profits.
Course Abstract:
We will define customer experience management (CEM) in detail. For example, we will look at the identification, design, management, and measurement of all the interactions a business has with its customers and how to ensure they continue to buy and recommend the business. We will then demonstrate how CEM focuses on the outcome of customer interactions and what this means to the company and what actions to take next.
Knowing that the purpose of business is to get and keep customers and to grow revenue profitably, we will cover: what challenges the business today, why CEM is important to these areas, how a CEM strategy is part of the enterprise strategic plan, how implementing a CEM strategy yields major benefits, the 12 building blocks of a CEM complete and successful strategy, and developing the road map.
We will provide the template for developing a CEM playbook. For example, in “How to Get Started,” we will cover setting the vision and driving it into the organization, establishing the baselines, segmentation rules, communication techniques and plans, survey tools and plans, and trending and calibration tools.
In the end, attendees will understand the CEM value proposition: satisfied, loyal customers become the best customers and bring in many more customers. Attendees also will learn how to determine strengths and weaknesses at the customer touchpoints. They will understand how to leverage the strengths and address areas of weaknesses, reduce customer churn, discover the “voice of the customer,” maximize lifetime customer value, establish a customer-centric culture throughout the company, and motivate employees to go the extra mile for customers.
Bottom line: Your organization can become synonymous with customer service excellence and become a best-in-class industry leader and a business people like to do business with.
About Dennis Gershowitz:
Dennis Gershowitz is vice president, client services, for Anthony & Alexander, Omega Management Group, and principal of DG Associates. In both capacities he provides consulting services to companies seeking to enhance their customer loyalty programs and develop improved tools in meeting customer expectations. Dennis has held key executive positions with Alfa Wassermann, Inc., Timbrel Systems, Olympus America Endoscopy Service Group, and Medical Laboratory Automation. He holds an MBA in business administration from Case Western Reserve University, has attended the Center for Creative Leadership, Wharton, and AMA, is a member of AFSMI President’s Club, and is a fellow at UNCW’s Cameron School of Business.
About Bill Moore:
Bill Moore is the director of CEM training at DG Associates. He is also the director of the CRMI, where his duties include designing and delivering customer and employee loyalty training and retention. In addition to loyalty seminars, Moore has delivered numerous onsite training seminars to front-line personnel and other employees on the topics of improving customer relationship management skills, problem solving, decision making, dealing with difficult people, and time management. Bill has a successful background as a service professional with over 30 years of experience working with Honeywell, Data General, Wang Laboratories, EMC, and Kronos Incorporated. He has held senior management positions that include worldwide director of technical operations, director of customer service programs, manager of new product support and strategic alliances, and president of Moore Merit Consulting Group. His expertise in creating, developing, and implementing customer satisfaction programs has led to increased customer satisfaction and profitability at Wang Labs, EMC, and most recently at Kronos, achieving a customer satisfaction level of 97 percent, which resulted in being awarded the Omega NorthFace ScoreBoard Award. At Wang Laboratories, he led the strategic relationship with IBM with the responsibility of developing support methodology, integration of support processes, and implementation of support plans worldwide. Bill graduated from the Executive Management Program of Louisiana State University, the DeVry Technical Institute, and the United States Coast Guard Advance Electronics Center. He has served as an instructor at the USCG Electronics Center, a quality leadership instructor at Wang Labs, taught at the New Hampshire College of Management on service management, and presented at the Northern Essex College Business Conference on customer satisfaction processes and techniques.
Location: 204 (2nd Floor)
- How to create an effective support portfolio – or fix an ailing one
- How to price support offerings
- How to minimize, manage, and negotiate discounts
Why You Need to Attend This Course:
This session will help you to maximize your support revenue (after all, growing the top line is much more fun than cutting costs!), serve diverse segments of your customer base (and serve them well), and take a critical look at your existing support portfolio so that you can create a better one without rocking the boat for existing customers.
Course Abstract:
Would you like to increase your support sales? You can! It turns out that support sales follow a significantly different path than product sales, so the very techniques (and people) that are so effective at convincing customers to buy products don't' work so well for support.
Bring descriptions of your support offerings and your support sales dilemmas. In this hands-on workshop we will show you how to:
- switch from a product-marketing mindset to a services-marketing mindset
- segment your customer base
- define support offerings with the right SLAs and the right add-on features
- determine what high-end options are right for your customers
- price offerings so you never have to discount
- manage support renewals effectively
- work with the sales force to sell support
About Francoise Tourniaire:
Blog | LinkedIn | Third Tuesday Forum
Francoise Tourniaire is the founder and principal of FT Works, a consultancy firm that specializes in helping technology companies create and grow their support operations. Prior to founding FT Works, she was the VP of Worldwide Services at Scopus, now Siebel, a CRM vendor. She's the author of The Art of Software Support, Just Enough CRM, Collective Wisdom: Transforming Support through Knowledge, and a brand-new book on designing and selling support packages.
Location: 206 (2nd Floor)
- Tips to increase business margins immediately
- The strategic power of price and how to leverage it
- Keys to implementing strategic value-based pricing in your organization
Why You Need to Attend This Course:
If you are looking for a workshop that delivers business results, this is it. We are talking about pricing – that is revenues, cash flow and impact on the bottom line. For the typical Fortune 1000 company, a price improvement of just 1% adds 10% to profitability. We’ll show you tactics to defend maintenance, how to get a fair price for your value added services, and how to do that while improving the efficiency of your sales organization. We’ll show you processes and tactics to improve TPS rates and limit discounting. Finally we will talk about what you can do to improve the pricing effectiveness of your sales organization. Simply stated, a focus on pricing is a focus on more profitable growth.
Course Abstract:
View full course agenda.
Value-driven strategic pricing is a key driver in moving to the services-driven world contemplated in Complexity Avalanche. By focusing on value to the customer, services organizations can open up new opportunities for both additional service and product sales. Moreover, by pairing better value diagnosis with better pricing, service leaders access a powerful tool to drive more profitable growth.
About Timothy Matanovich:
Tim Matanovich is president of Value and Pricing Partners, LLC, and consultancy specializing in technology services pricing. More information is available at www.valueandpricing.com. From 2006 – 2008 Tim was vice president Strategic Pricing and Value at TriZetto Group, a $500M growth company, providing IT solutions in healthcare. Prior to joining TriZetto, Tim was general partner at Market Leaders Group LLC, and a senior consultant with StratX. In these capacities Tim consulted worldwide to help business leaders increase returns for shareholders and reduce business risk. Among others, Tim has worked with GE, DuPont, Ericsson, PPG, VHA, Hercules and First Data Corporation. Tim has been an adjunct faculty member with the Institute for Study of Business Markets at Penn State, the Center for Services Leadership at Arizona State and the American Marketing Association. Tim received his MBA from the University of Michigan.
Location: 211 (2nd Floor)
- The range of social media tools available to the support professional
- Best practices, with examples for using those tools and pitfalls to avoid
- How to convince the social media skeptics in your organization
Why You Need to Attend This Course:
We all know social technologies are increasingly important for support organizations, and executives expect us to implement social support ASAP. But simply telling customers "follow us on Twitter!" or "submit your videos!" isn't a path to success. In this workshop, you'll learn and share what is working for social support and leave with a framework for charting the best strategy for your organization.
Course Abstract:
Since the Web 2.0 hype-cycle started, tools for engaging customers have mushroomed. Almost every day, excited technophiles and executives seem to discover a hot new technology to deploy in the support organization. Blogs, wikis, social networking, microblogging, ideation, talkback pages, ratings, voice-of-the-customer systems, KM 2.0, customer-generated video, and good old-fashioned support forums—there’s no shortage of ways to reach out to customers.
But we can’t do everything. So the question becomes: What strategic initiatives will generate the most loyalty, value, and return on investment? And what mix of tools will best support those initiatives?
This workshop is designed to help participants select the right customer engagement strategies and technologies for their specific business needs. Led by Support 2.0 thought leader David Kay, it will take a close look at the latest products and technologies, as well as how to use these new tools to serve customers better and more efficiently. Topics will include:
- What tools are available—examined in action on customer support sites.
- How to implement new tools alongside traditional CRM suites and knowledgebases.
- Best practices for engaging customers and facilitating their contributions.
- How to avoid pitfalls others have encountered.
- How to address concerns raised by your Legal, Marketing, and Support colleagues.
- How to embrace new ideas without necessarily investing in new tools.
About David Kay:
David Kay is principal of DB Kay & Associates, a consulting firm that helps support organizations improve their operations with knowledge management, self-service, and Support 2.0 practices and technology. He is a frequent speaker at TSW and other industry events, co-author of Collective Wisdom: Transforming Support with Knowledge, and he holds five patents in support technology. DB Kay clients include IBM, Cisco, TI, Research In Motion, and Intuit.
Location: 212 (2nd Floor)
- The Value Realization Framework
- How to create Value Maps, which will enable you to assess the value that clients are currently achieving
- How to create a strategic services road map to systematically drive greater adoption, value, and differentiation, thereby increasing satisfaction and loyalty to drive profitability and growth
Why You Need to Attend This Course:
Understanding RTM Consulting’s value realization framework will enable you to assess the value that clients are currently achieving, and create a strategic services road map to systematically drive greater adoption, value, and differentiation - thereby increasing satisfaction and loyalty to drive profitability and growth.
Course Abstract:
The level of competition in today’s technology markets has resulted in increasingly complex solutions, which makes it more and more difficult for technology customers to adopt all of the available features and functionality to achieve maximum value from their investments. This ultimately diminishes client satisfaction and loyalty, threatening client retention and future revenue streams for technology vendors. For services organizations within technology companies, this trend also represents a tremendous opportunity to dramatically increase their value by aligning their services portfolio with their clients’ most pressing need: achieving real value from the product.
In this workshop, RTM Consulting will present their unique Value Realization Framework and demonstrate how to create Value Maps, which will enable you to assess the value that clients are currently achieving, and create a strategic services road map to systematically drive greater adoption, value, and differentiation, thereby increasing satisfaction and loyalty to drive profitability and growth.
