Corporate Member Research

Corporate Member Research: 2007 – 2008 Agenda

Benchmark Archives:
- Benchmark VI Report
- Benchmark V Report
Operational Quality & Efficiency: Guidelines and best practices to optimize the efficiency and effectiveness of the service organization

CRM - Getting Closer to the Customer
On Demand Service and Support
Creating a great customer self-service experience
Calculating the cost of MVS Support
Field Service Optimization
The 7 Megatrends of Professional Services
Global Service Delivery
PSA Usage Results
Customer Relationship Management “Using your market antennae”
Selling the Service Experience: “Are we finally becoming customer-centric?”
Matching Self-Service and Customer Support
Service Performance Management: “Measuring Service Business Reality”
Differentiation vs. Standardization in Services: “Is Standardization conflicting with our USP?

Service Level Agreements: Common practice for service levels offered and associated pricing strategies

ABC’s of SLA’s
Annuity Management: “Service Level Contracting”
Defending the Maintenance Agreement

Organizational Strategy & Alignment: Research and insights from the industry’s top thinkers on service trends and strategy

Shifting Sources: Outsourcing, Offshoring, and Managed Services
Maturing the Services Marketing Capability
Leadership: “The convergence of value-added support and professional services”

Organizational Skills Development: Training, education, assessment and recognition programs to help take your service organization to the next level

Knowledge Management Best Practices for SMB’s
10 Principles for Knowledge Management Success
Moving from Problem Resolution to Service Solutions
Driving Service Productivity
Employee Loyalty: “Pillar or pitfall for generating growth?”

AFSMI has formed an industry task force to focus on Service Level Agreements. The task force will review the scope of the desired research and define the goals and outcomes for this original research project. If you are interested in joining this industry task force, please contact us.

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Corporate Member Research

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