This morning’s keynote drew a packed house to hear Denise Rundle, general manager of global customer support for Microsoft. Denise shared her viewpoints on “Moving from Break/Fix to Breakthrough Customer Success.” Attendees were capturing her observations on laptops and by putting the good, old-fashioned pen to paper, truly absorbing Denise’s advice for gaining customer loyalty and achieving breakthrough organizational performance.
Morning Breakouts
The first round of breakouts offered up a wide range of topics for folks at all levels in the support organization…improving the customer sat survey (Cisco); SMB hiring practices (Advanced Solutions International); technology for the support center (two co-presented sessions—a) Trulia and Parature, and b) QLogic and KNOVA); KM (Cognos); management excellence—troubleshooting the madness (Akamai Technologies); attaining, retaining, and winning talent (Cisco Systems); key inflection points for value-added support (SSPA); systems mapping for BPO (Hewlett-Packard); and the ever-prevalent Web 2.0 (Microsoft).
In between sessions...
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