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The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.

In this presentation, Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.

Join the thousands of attendees who use MetricNet’s monthly webcasts to achieve World-Class Performance.

Here’s what some of our viewers have said:

“Superb presentation, and marvelous set of tools discussed. As always, THANK YOU!”

It was extremely helpful.  Many thanks for the insightful answers to so many questions. Look forward to more of these.”

“Well organized, fast paced, and excellent data. Well done as always!”

MetricNet discusses what it means to be a Strategic Support organization. We will provide case study examples of support organizations that operate in a Strategic Support Paradigm.

Viewers will learn:

  • Three Sources of Leverage in a Strategic Support Organization
  • Two Metrics to Measure Your Progress Towards Strategic Significance
  • Key Success Factors for Achieving Strategic Enlightenment
  • Benchmarking Results from Strategic Support Organizations

To download, click the Adobe PDF icon located below. Don’t forget to share with a friend or colleague!

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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.

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