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Interesting article on software maintenance fees

By Phil Verghis on December 11, 2009

Oracle’s revenue from software maintenance and service fees have reached $12 billion a year. Read what this interesting article had to say on this topic (includes SAP and more).

http://bit.ly/Sv3ub

Voice of the Customer conference announces speakers

By Phil Verghis on September 8, 2008

Speakers and topics for the October 7 “Voice of the Customer” retreat will explore a range of leading-edge topics in customer satisfaction and customer interaction, according to the organizers of the event, which will be held at a country club resort outside Boston.

The agenda includes the following speakers:

  • Marlene Bessette, vice president of customer loyalty at Xerox, on how her company uses satisfaction data to identify and cultivate customer champions.
  • Tina Taylor, vice president of global customer care at GE Fanuc, on using satisfaction scores to measure the results of internal process improvements.
  • Dale Troppito, managing partner of The Gantry Group, on a new research study that explores best practices in pay incentives for high customer satisfaction scores.
  • Matt Tippets, product manager at Parature, on using a Web forum to solicit and prioritize customer-inspired product innovations.
  • Ann Walker, support team manager at The MathWorks, on a way to integrate customer feedback into the product development cycle.
  • Peter Holt, director of worldwide technical support at Progress Software, on capturing and acting on “outside-the-box” customer feedback.
  • Renee Bochman, senior director of global customer care at Endeca Technologies, on how to link internal knowledgebases and external community expertise into a single Web portal.

“Technology companies are wrestling with all the challenges of empowering their customers,” says conference co-producer Jeffrey Tarter. “We’ve brought together a group of people who have implemented very successful solutions to these challenges, and we know the discussions will be extraordinary.”

The “Voice of the Customer” Conference will take place on October
7 at the International, a world-famous golf resort and spa in Bolton, Mass. The registration fee is $285 per person.

Additional program information and registration is available at:
       http://www.first-wednesday.com/support_conference.html

MITCIO Sloan Symposium a smash

By Phil Verghis on May 23, 2008

After many months of hard work by 25 volunteers, Wednesday’s MITCIO Sloan Symposium was a huge success. The event was co-sponsored by the Center for Digital Business at MIT’s Sloan School; the Sloan Alumni Club of Boston and the Society for Information Management (SIM). I was part of the content panel team that helped panel captains with their panels and also was a panel captain for the CIO keynote panel. I also was a judge for the first ever MITCIO CIO of the Year Award for IT Innovation.

The CIO keynote panel comprised of Gerri Martin-Flickinger from Adobe Systems Incorporated, Molly ONeill from the EPA, Stuart McGuigan from Liberty Mutual Group and Andre V. Mendes from Special Olympics. The session was moderated by Erik Brynjolfsson, a noted professor from MIT’s Sloan School of Business.

Met a number of interesting people (organizers as well as vendors/attendees/CIOs/students and had some stimulating conversations on a variety of topics. Will probably help out again next year.

New white paper ‘Redefining Command & Control in Today’s IT Reality’

By Phil Verghis on May 19, 2008

Hi,

I’ve just released a white paper commissioned by a client called ‘Redefining Command & Control in Today’s IT Reality’.

Take a peek at it and let me know what you think…

Article in MIT CIO Corner

By Phil Verghis on April 14, 2008

I was invited to post on the MIT CIO Corner, so I put my last newsletter article titled ‘Perception is reality, but what about the other way around?’ online. You can read the post here.

MIT Sloan CIO Symposium Organizer

By Phil Verghis on February 21, 2008

In addition to the non-profit Global Enterprise Product Support Forum, I’m working with a talented group to organize this year’s MIT Sloan CIO Symposium. I’m part of the Content Panel committee (working on the speakers, content and flow of the conference) and the panel captain for the CIO Keynote panel.


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