2009 Service and Support Metrics Survey Results: A Look Behind the Scenes in Today's Support Organization

Thank you for attending the Parature webinar, "2009 Service and Support Metrics Survey Results: A Look Behind the Scenes in Today's Support Organization" presented by Pete McGarahan of McGarahan and Associates, and Gary McNeil, VP of Marketing for Parature. Your attendance at this event demonstrates your commitment to discovering best practices that enable organizations, like yours, to provide outstanding customer service and support. A recording of this event is now available online for your reference.

You can view my Parature blog entries here:  http://blog.parature.com/

By Peter J. McGarahan, Founder and President, McGarahan & Associates

Being the CEO of You is about taking personal accountability for one's career. Today's competitive business environment demands that not only must companies continuously improve themselves, but also the people who run them. Leave it to Mark Twain to explain the unfairness of it all: "You can be on the right track and still get run over by the train."
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McGarahan & Associates would like to offer you this complementary White Paper authored by Pete McGarahan entitled "A Time for Service Leadership".

The White Paper highlights the need for leadership, thinking differently and action in the today's challenged service and support organizations. Given the economic outlook for 2009 and 2010, Service Leaders will benefit from McGarahan's guidance and suggestions for continually improving their organizations ability to deliver service value.

The White Paper can be accessed by clicking here.

Thank you for taking the time to download and read this important authoring from one of today's thought leaders in the service and support industry.

OUR TAKE -  Serenity CRM

My discussion about moving beyond the half full glass prompted many interesting comments. One suggested that instead of pondering the states of half full or half empty, it was wiser to simply drink from the glass.
 
One person I have known for many years shared his personal feelings and perspectives in what I consider a healthy path focused on service quality. He starts by writing:
 
As I lay awake trying to make sense of our current economic predicament, I was comforted by The Serenity Prayer. “God grant me the serenity to accept the things I cannot change; courage to change the things I can; and wisdom to know the difference.” There is absolutely nothing I can do regarding the current economic predicament we find ourselves in today. Nothing I can do will change any of the many market forces at work from impacting my daily work situation. There is little good news today being reported by the media. Personally, I am trying hard to filter that information and courageously face the situation from a perspective of “What can I change?”.
 
Take a moment to read the rest of the story - thanks for sharing, Pete. That's my take. What's your take?
 
Gary Lemke, Publisher

Changing the Way We Do Change: A SupprtIndustry.com White Paper

In today's unforgiving economy, a single mistake can compromise your productivity and cause your customers to run to the competition. Yet global 2000 IT organizations continue to squander billions of dollars annually through lost productivity and lost revenue opportunities because they fail to automate and continuously improve their business processes.

Learn how adoption of the ITIL-based Incident, Problem and Change processes, supported by a single point of contact (SPOC) Service Desk has enabled IT organizations to gain efficiencies in their support operations. There is no more visible, business impacting IT process than how changes are managed across the enterprise.

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A Time for Courage and Wisdom
Don’t Sacrifice Service Quality While Cutting Costs

As I lay awake trying to make sense of our current economic predicament, I was comforted by The Serenity Prayer. “God grant me the serenity to accept the things I cannot change; courage to change the things I can; and wisdom to know the difference.” There is absolutely nothing I can do regarding the current economic predicament we find ourselves in today. Nothing I can do will change any of the many market forces at work from impacting my daily work situation. There is little good news today being reported by the media. Personally, I am trying hard to filter that information and courageously face the situation from a perspective of “What can I change?”.

Pete McGarahan's Latest White Paper entitled:

Total Support: Achieving Sustainable Business Growth with a Remote Support Solution:

Officially Offered by:

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