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August 6
"Here, Support Isn't a Dead End Job"

Ernie Racine
 The Mathworks
Forefront Meeting Center
Waltham, Mass.

Ask Ernie Racine how MathWorks handles turnover among support employees and he just smiles.

"We actually plan for turnover," he says. "Support is a hard, stressful job, and we expect to lose a lot of talented engineers after a few years on the job.

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October 7
"The Voice of the Customer"

The Annual First Wednesday Conference
The International
Bolton, Mass.

The latest word on how service and support managers can build stronger relationships with their customers—and use these relationships to gain more respect.

A great one-day event for learning, networking, and gaining fresh perspectives.

The Producers



 Fred Van Bennekom
Principal
Great Brook Consulting


Jeffrey Tarter
Executive Director
Association of Support Professionals

Phil Verghis
Principal
The Verghis Group

2008 Calendar

August 6
"Here, Support Isn't a Dead End Job"
Ernie Racine, The Mathworks
By recruiting over-qualified employees, The Mathworks makes support the first rung on the career ladder.

September 10
"Personalizing the Support Relationship"
Roger Melanson, Unifund
Here’s the fascinating story of how one software company gives every customer a "named account manager".

October 7
"The Voice of the Customer"
The annual First Wednesday conference.