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The Future of the Support Industry an HDI Update

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The Future of the Support Industry an HDI Update

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    2. The Future

    4. Balanced Scorecard Service Model Customer Satisfaction Goals Employee Satisfaction Goals Cost/Productivity Goals Organizational Maturity Goals

    6. Empowerment based End user (self service) Diagnostic Healing Help First point of contact enabled to regain customer service focus through enabling tools Connected to everywhere/everyone with interlinked processes

    9. New Book – “Implementing Service and Support Management Processes: A Practical Guide” - Over 20 authors…true industry collaboration! Releasing at HDI Annual Conference & Expo, March 6th New Book – “Customer Satisfied” New Book on Knowledge Tools HDI Quarterly Industry Forums Customer Sat DB Project ITIM Conference & Expo (Fall)

    10. Thank you! Questions or feedback? For further information: www.thinkhdi.com 800.248.5667 rmuns@thinkhdi.com

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