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“You can’t manage what you don’t measure”: This is particularly true in service and support, where effective performance measurement is a prerequisite for effective decision making. Despite their importance, few support organizations leverage KPIs to their full potential. In this session, Jeff Rumburg will present industry case studies illustrating the diagnostic power of metrics. You’ll learn how successful support organizations use KPIs to track and trend performance over time, benchmark performance, identify performance gaps, diagnose the underlying drivers of performance gaps, prescribe actions to improve performance, and take steps to optimize performance.

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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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