Former Forrester VP to Head SSPA Research; Services Industry Expert, John Ragsdale, to Strengthen Association's Content and Research Agenda.SAN DIEGO San Diego (săn dēā`gō), city (1990 pop. 1,110,549), seat of San Diego co., S Calif., on San Diego Bay; inc. 1850. San Diego includes the unincorporated communities of La Jolla and Spring Valley. Coronado is across the bay. -- The Service & Support Professionals Association (SSPA SSPA Solid State Power Amplifier SSPA Service and Support Professionals Association SSPA Software Support Professionals Association SSPA Short Statured People of Australia Inc. SSPA Submicron Signal Processor Architecture ), the largest and most influential association for technology services and support professionals, today announced that John Ragsdale, former vice president and director of the Enterprise Applications research group for Forrester Forrester is a surname. It may refer to
Ragsdale will strengthen the association's highly regarded content and research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing technology services leaders to enable them to better plan and execute their service strategies. With his experiences ranging from frontline front·line also front line n. 1. A front or boundary, especially one between military, political, or ideological positions. 2. Basketball See frontcourt. 3. Football The linemen of a team. call center management to in-depth in-depth adj. Detailed; thorough: an in-depth study. in-depth Adjective detailed or thorough: an in-depth analysis industry analysis, Ragsdale brings an extensive understanding of the technology and vendor landscape for IT services. He will leverage those insights to help guide SSPA members in making informed technology, business and investment decisions. "John's extensive background makes him the perfect person to produce a continuous stream of unique, hard-hitting and high-impact content that addresses key strategic aspects of the technology maintenance and support industry," said Bill Rose, SSPA founder and executive director. For the SSPA membership, Ragsdale will publish unique insights from within the SSPA Benchmark Survey, the industry's most robust source of comparative benchmarking data and statistics, with over 200 companies supplying data. He will lead interactive forums for ongoing collaborative discussion and dialog around key trends and issues. In addition, he will develop and execute a 12-month rolling roadmap A roadmap may refer to:
"The SSPA has garnered the attention of virtually every senior technology services executive in the IT sector," said Ragsdale. "This unique position enables me to work with the association leadership and the membership to influence and lead the collective industry thinking forward to a new future state for technology services." As director of the Enterprise Applications research group at Forrester, Ragsdale's area of expertise was selecting and implementing CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. applications, including needs analysis and vendor evaluation. His research area included ancillary Subordinate; aiding. A legal proceeding that is not the primary dispute but which aids the judgment rendered in or the outcome of the main action. A descriptive term that denotes a legal claim, the existence of which is dependent upon or reasonably linked to a main claim. applications for CRM, such as eService, knowledge management and email response management systems See e-mail response management. (ERMS See e-mail response management. ). He has been involved in the design and implementation of customer service and CRM solutions for most of his career. Ragsdale came to Forrester through its acquisition of Giga Information Group. Prior to joining Giga, Ragsdale spent four years with Clarify as director of product management and general manager of the e-service business unit. He worked for J.C. Penney for more than 10 years, managing both internal and external customer support organizations, before moving to Silicon Valley in 1995 to manage product management for Answer Systems, an early support automation vendor. Bill Rose, SSPA founder and executive director, will introduce John Ragsdale to the SSPA membership in a Webcast on June 26, 2006, at 11:00 AM PDT PDT abbr. Pacific Daylight Time PDT Pacific Daylight Time PDT n abbr (US) (= Pacific Daylight Time) → hora de verano del Pacífico PDT . Check www.thesspa.com for details. About the SSPA As the industry's foremost professional association, the Service & Support Professionals Association (SSPA) is a key resource for the information and best practices needed to make better business decisions. It brings together the best minds from across the industry spectrum -- from established companies with successful track records to the pioneering newcomers with out-of-the-box ideas. The SSPA also partners with thought leaders like J.D. Power and Associates and the Wharton School of Business to create programs that benefit the industry. For more information, visit www.thesspa.com. |
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