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Breakout Session Bio's and Abstracts
| Field Services Operations |
Sales and Marketing |
Customer Support/Professional Services |
| Leadership and Management |
Case Studies: Partnering for Success |
Sales and Marketing
Panel discussion: “The State of Services Marketing and Sales”
Moderators: |
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James Payne |
Al Hahn |
Susan Nemetz |
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Effective marketing and sales for services is becoming an
increasingly important factor for technology companies. This expert
panel will provide practical tips and strategic insights on key
sales and marketing challenges including; marketing budgets –
getting your fair share, service sales channels –optimize your
market coverage without losing control, services brand – are you
building or eroding your perceived value. Are you still marketing
and selling your services like a product? Get answers to your
questions from the experts.
- Understand what is changing in marketing and sales of services
- Learn about best practices for marketing and sales of services
- Learn how to avoid pitfall in marketing and sales of services
About James Payne:
Jim Payne is the President of S-Market Strategies of Rochester, New
York. He has more than 25 years experience in all aspects of
services management and marketing. His innovative strategies,
programs and tactics have provided increased market penetration,
growth, revenue and profits for businesses in industries such as IT,
healthcare, entertainment, graphics and government, in markets with
both direct and channel sales. He is currently the AFSMI Finger
Lakes Chapter President.
About Alfred P. Hahn:
Al Hahn is a service industry consultant with over 30 years of
experience working with technology companies. Al is a recognized
leader in high technology service and support , and has presented at
conferences in Australia, Canada, Europe, Asia, and the U.S. In his
consulting practice, he works with the world’s leading technology
companies, including Agilent Technologies, Cisco, Hewlett Packard,
Intel, Motorola, Oracle, Philips Medical, Siemens, and Sony. Al has
worked as an expert witness in several significant court cases, and
has appeared numerous times on the television show World Business
Review with Caspar Weinberger and Alexander Haig as a service
industry expert. Al is currently working on a book on service
strategies, and writes a bimonthly column on Selling and Marketing
Services for the AFSMI S-Business Journal.
About Susan Nemetz
Susan recently joined Liberty Mutual as Service Development &
Planning Manager in the IT Service Management group and is
responsible for developing and launching a comprehensive portfolio
of Workplace, Hosting and Professional Services to support Liberty
Mutual’s Strategic Business Units.
Prior to joining Liberty Mutual, Susan was with Thermo Fisher Scientific’s Environmental Instruments Division (EID) serving as both Global Services Director for Thermo’s Air Quality business unit as well as Services Marketing Leader for EID’s Air Quality, Water Analysis, and Explosives Detection business units.
Susan has previously held positions as Director of Services Marketing for Enterasys Networks, a senior consultant and director of professional events for the Information Technology Services Marketing Association (ITSMA), Director of Professional Services Marketing for Data General Corporation, Director of Worldwide Services Marketing for Stratus Computer, and held several business development and marketing positions with Digital Equipment Corporation.
Susan has served on both the International and America’s Board of Directors for the Association for Services Management International (AFSMI) and the Editorial Board for the Services Revenue newsletter from the Center for Services Marketing.
Revenue Growth through Customer Intimacy: Developing an Account
Centric Sales Model
Judy Fick
Vice President & General Manager of Worldwide Sales and
Operations
Unisys
About Judy Fick:
Judy Fick currently leads WW Sales and Operations for Unisys,
responsible for driving a $4.2 billion revenue pipeline to grow
Unisys’ global account revenue. Over her 20-year career, Judy has
held key executive leadership positions with the industry-leading IT
companies such as IBM, HP, CSC, Computer Associates, and Compaq. She
has led and grown profitable P&L’s in excess of $3B.In addition,
Judy is also an accomplished speaker on the topics of
service/technology trends and evolution, presenting at conferences
such as “The Corporate Summit 2006”, The Asian CIO Conference”, and
“The Technology Leadership Forum”. Judy holds a BS in International
Finance, an MBS with an emphasis in Technology Management, and a
Ph.D in Organizational Psychology.
Leveraging “Smart Services” to Drive Product and Service Sales
Mark Vigoroso
Chief Services Strategist
nPhase, a QUALCOMM business
Service organizations can use wireless communications to capture and analyze real-time product performance information to differentiate their services and drive both service and product sales. Studies have shown that the use of this type of proactive diagnostic data collection, or “Smart Services”, significantly increases asset uptime and service contract compliance.
In markets where products are approaching commodity status, margins are slim, and competition is fierce, this kind of differentiated performance can provide an OEM the edge it needs to maintain or capture the lead in the market penetration of its products.
This presentation will feature best practices for packaging, selling, and marketing Smart Service-enabled product support capabilities, including examples from such OEMs as ABB Robotics and Gardner Denver.
About Mark Vigaroso
Mark Vigaroso, Chief Services Strategist at nPhase, a QUALCOMM
business, works with industrial, commercial, medical, and other OEMs
and their service network partners in developing and sustaining
business cases and go-to-market strategies for Smart Services
solutions. Prior to joining QUALCOMM, Mark spent five years at the
Aberdeen Group, where he founded the market-leading Service Chain
Management research practice and the Chief Service Officer’s Summit
Series, and he also served as Aberdeen’s Chief Research Officer. He
is currently Blogmaster of
www.SmartServicesBlog.com and a member of Aberdeen’s Research
Advisory Board.
The Value Proposition: Why Cost Is Irrelevant, Only the
Perceived Value Is Important
| Bill Yeager Vice President, Global Customer Service Eleckta |
Goran Sommar Vice President, Global After Sales Elekta |
Steve Downton Director Downton Consulting |
In today's cost conscious world, all areas of business are looking to improve performance and reduce costs. Hopefully, we are all successful. However, does that mean we need to reduce our top line as well? To avoid the commoditization of our services, we need to focus on the value we bring to the customer, rather than the cost structure behind it. Every customer has a perceived value for our services, based on how what benefits we provide them. So, as service professionals, we need to master the ability to uncover each customer’s perceived value of what we deliver and build a proposal based on that. Our costs should only be used as a benchmark, not as the basis for setting our prices.
About Bill Yeager
A former United States Marine with a BS in
Electrical Engineering from The University of Connecticut and a MS
in Computer Engineering and a MBA from Syracuse University. In
Bill’s 15 years in the medical equipment field he