This week Bay Area Executives meetup members we were thrilled to listen to a person who knows Technical Support space inside-out:
John Ragsdale is the vice president of technology research for the Technology Services Industry Association (TSIA). Previously he served as the vice president of technology research for AFSMI, SSPA, and TPSA. Ragsdale’s area of expertise is in creating strategies for improving the overall customer experience and services operation through technology. Ragsdale drives TSIA’s highly regarded technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders to enable them to better plan and execute their service strategies.
Prior to joining SSPA, Ragsdale spent over five years at Forrester Research as vice president and research director. During his career, Ragsdale has held product management and marketing positions at various service and support technology vendors, including Clarify, AnswerSystems, Platinum Technologies and Nortel Networks. He has been involved in customer service throughout his career, including over ten years managing both the internal and external customer support organizations at J.C. Penney, before moving to the Silicon Valley in the mid-90s.
With his in-depth industry analysis experiences, Ragsdale brings an extensive understanding of the technology and vendor landscape for services. He leverages those insights to help guide Association members in making informed technology, business and investment decisions.
I am posting his presentation and video recording of his talk.
Video recordings from our previous meetups are posted on our iTV channel.
Social Business [Social CRM and Enterprise 2.0] news, discussions and jobs are posted on our LinkedIn and Facebook pages.
All Social Business resources are listed at Social CRM World web site.
glfceo
4 months ago
Social Media Channels for Tech Support (ppt, video) @john_ragsdale http://bit.ly/aRx4Im #scrm #crm #custsvc #techsupport #CIO
This comment was originally posted on Twitter
How to Get the Best Psp Games
4 months ago
[...] Social Media Channels for Tech Support | Social CRM World ( SCRM ) [...]
glfceo
4 months ago
if you are in #techsupport u need to revise SLAs terms to cover #socialmedia channels http://bit.ly/aRx4Im #crm #CIO #scrm
This comment was originally posted on Twitter
SocialSentiment
4 months ago
“Social Media Channels for Tech Support | Social CRM World ( SCRM )” http://bit.ly/bjBxyK
This comment was originally posted on Twitter
Frank Simon
4 months ago
Hi,
you find a german summary of this Event on
http://www.siliconvalleyblog.de/blog/2010/04/12/support-mit-hilfe-von-social-media/
It was a great presentation, like every Event by the Bay Area CIO. Many thanks.
regards
Frank
admin
4 months ago
Thanks Frank! Hope to see you soon on our other events!
David
4 months ago
Nice blog – couldn’t agree more with whatever you said. Keep up the good work!
David
CCSP Training