Marlene Bessette Vice President Startegy & Customer Loyalty Xerox

Join Marlene as she highlights:

• Evaluating internal and external support processes to identify areas of improvement
• Identifying what substantiates the value for which your customers pay
• Staffing an appropriate service and support environment based on qualitative feedback
• Evaluating call routing response time and diagnosis to ensure escalation to the appropriate technician
• Analyzing customer satisfaction: How quickly was the problem fixed, response time and parts management

Effectively Engaging Your Workforce: Focusing Career Development Into Your Talent Management Practices

Phil Pietrowski Vice President & GM, Worldwide Customer Support Services Lexmark International

Session highlights include:

• Developing profitable SLA’s focusing on a total lifecycle support model versus a pay-per-service model
• Ensuring the SLA’s reflect your customers’ critical performance objectives
• Communicating the new SLA elements internally and ensuring the benefits are understood
• Effectively managing lifecycle support SLA’s through performance metrics
• Achieving customer satisfaction throughout the lengthy contract lifecycle to ensure you will be awarded the follow-up contract

	Marlene Bessette Vice President Startegy & Customer Loyalty Xerox
	Phil Pietrowski Vice President & GM, Worldwide Customer Support Services Lexmark International

Gain best-practices in:

• Identifying your top performing service initiative from a customer point-of-view, and evaluating the internal enablement that allows for that
• Creating a successful benchmarking program with like-minded cross-industry service organizations
• Effectively collaborating to share knowledge and data from sales to service reps
• Consistently monitoring key performance indicators that generate revenue and shareholder value to ensure what’s getting measured, is getting done

Stuart Nelson Business Development Manager – Global Services General Binding Corp

The mobile workforce environment has grown with such a pace; keeping track of all the data in the field is no longer the only issue. Ensuring the appropriate amount of usage to prove a solid business case for the mobile workforce, and incorporating business benefits are all apart of improving business processes to reduce operating costs. In this session, Stuart shows you how you can do this in your organization.

• Examining current practices within your organization and pinpointing areas for improvement
• Gathering key data and feedback from all service teams
• Identifying ways to leverage technology to improve the life of technician
• Increasing field force efficiencies and back-office response time
• Having a plan for continued enhancements to improve the tools