Yesterday I had the privilege of accepting the TSIA STAR Award for Best Use of Metrics and Business Intelligence on behalf of EMC. This is the third year in a row that EMC has won this award. EMC’s commitment to improving our customers’ experience is what this is all about. Our core metrics are designed

Are you attending the Technology Services Industry Association (TSIA) Technology Services World conference next week? I’m looking forward to the conference, and also to co-presenting a breakout session there called, “The Artful Manager: How to Leverage Business Metrics to Greatest Effect.” I love this topic, so running a breakout session on it should be fun…

Last week I had the privilege of attending the Technology Services Industry Association’s (TSIA) Technology Services World (TSW). The conference was an opportunity to connect with associates in the services business, collaborate with colleagues, and explore new ideas. In my previous post entitled “Rethinking Customer Support,” I discussed the new book entitled “Consumption Economics.” The

It is becoming increasingly difficult to find innovative ideas in the services industry. Technology has led to new capabilities and efficiencies but generally supports traditional delivery models. Whether we are in the services business or product engineering, we are always looking for a way to leap the competition by bringing something new to our customers

“Technology is evolving at such a rapid pace, that it can be challenging to stay up-to-date.” I’m guessing this statement will not instigate much of a rebuttal. I find myself on a constant quest for knowledge through reading and talking directly to customers and several subject matter experts. In my discussions, it seems many are