Skip to main content
search
0

Jeff Rumburg, co-founder and Managing Partner of MetricNet, presented Session 202, ‘Turbocharge Your Metrics With Benchmarking!’, at the Annual HDI Conference in Washington, D.C. This marks the 25th consecutive year Mr. Rumburg has been selected as a speaker for the Annual HDI Conference & Expo.

In this presentation, Mr. Rumburg shared the results of MetricNet’s 2016 Global Benchmarking Initiative, discussed the Benchmarking Methodology, defined the KPIs used for benchmarking, and provided performance data from more than 180 IT service and support organizations worldwide.

“Industry data shows that support organizations that conduct annual benchmarking are far more likely to achieve world-class performance,” said Rumburg. “Yet fewer than 20% of all support groups engage in benchmarking.”

Those interested in this presentation can find a copy of the slide deck on MetricNet’s website. Mr. Rumburg also presented Session 308, ‘Any Time, Any Place: The Ultimate Customer Experience!’, on Wednesday, May 10, 2017.

Mr. Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, was named to HDI’s Top 25 Thought Leaders list for 2016, and has served on HDI’s Strategic Advisory Board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best-selling book on benchmarking, and has been retained as a benchmarking expert by such well-known companies as American Express, Hewlett-Packard, General Motors, and IBM.

If you would like more information about benchmarking your service and support functions, please visit https://www.metricnet.com or email MetricNet at info@metricnet.com.

About MetricNet

MetricNet is the global leader in IT service and support benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 3,700 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

About HDI

Founded in 1989, HDI is the first membership association and certification body created for the technical service and support industry. Since then, HDI has remained the source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. In other words, we help professionals in service management better serve customers. We do this by facilitating collaboration and networking, hosting acclaimed conferences and events, producing renowned publications and research, certifying and training thousands of professionals each year, and connecting solution providers with practitioners. Learn more at www.ThinkHDI.com. HDI is organized by UBM Americas, a part of UBM plc, an Events First marketing and communications services business. For more information, visit ubmamericas.com.

Source: MetricNet, LLC

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

Leave a Reply

Close Menu