May 24, 2007
An SIIA Webcast

Moderator:
Robert Bongi, VP, Professional Services & Support, Symphony
Speakers:
Medi Goker, VP of Global E-Business Support, Oracle
Mike Graber, Senior Director – OnDemand, Business Objects
Jeffery S. Lund, Sr. Director, Hyperion
Nataraian Srinivasam, Director, Solutions Engineering, Autodesk

As in all industries, software companies are trying to get closer to their customers. Increasingly, it is the channel partners who have greater control over the customer relationship, particularly with increased customer collaboration from product implementation right through to ongoing product support.

So what can software companies do to get cozier with their customers? Many have found that through enhancing their support capability and expanding professional service offerings they can move further up the value chain with customers. This in turn increases customer satisfaction and helps solidify profitable longer-term relationships. One of the key enablers to this formula is properly leveraging a globalized services and support delivery model.

Hear industry leaders from Oracle, Hyperion, Autodesk and Business Objects talk about the underlying strategic drivers for expanding their service and support offerings, as well as the operational and organization implications you need to consider to make it happen. Find out what works well and learn where the pitfalls might be.