Innovation

Measurably Enhancing The ROI on End User Support Through IT

Measurably Enhancing The ROI on End User Support Through IT

Selling is tough and keeping buyers/students/patients happy is even tougher. Today’s consumers are demanding. They want support anytime, anywhere, including diagnostics and fast problem resolution. In the age of 24/7 customer tweeting what does it take to keep buyers happy? How do we measure the ROI of our investments in support people, processes, and technologies? What can we do to continually enhance the ROI of such investments?

Contributors

    • John Goodman, Author of Strategic Customer Service, Co-founder Tarp Worldwide
    • Matthew Lampe, Chief Information Officer, Los Angeles Department of Water & Power

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Contributors

John Goodman

John Goodman, Author of Strategic Customer Service, Co-founder Tarp Worldwide

Mr. Goodman graduated from Carnegie Mellon University with a B.S. in chemical engineering. He received an M.B.A. from Harvard Graduate School of Business Administration in 1971, where his specialties were operations research and management... More   View all posts
Matthew Lampe

Matthew Lampe, Chief Information Officer, Los Angeles Department of Water & Power

Matt Lampe became the Chief Information Officer for the Los Angeles Department of Water and Power in November 2007. At LADWP, Matt established the IT Strategic Agenda and has guided the phased modernization of the IT application portfolio... More   View all posts
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John Goodman

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