The service resolution management (SRM) wave is all about giving better serve customers. How different is it from CRM? What new opportunities and challenges does it bring for software vendors and end customers?
About Contributor - Alan Hubbard
Alan Hubbard, Executive Vice President, R&D, KANA
Alan joined KANA in June 2002 and currently serves as Executive Vice President of Research & Development. Alan brings more than 20 years of engineering and management expertise to his role at KANA. Prior to KANA, Alan was the Vice President of Engineering for Altaworks Corporation, where he designed and developed an industry-leading Web transaction management tool. Prior to Altaworks, Alan held various management positions at Hewlett-Packard Company, including Worldwide Technology Program Manager - Enterprise Accounts Organization.