New:
- Fall 2010: Technology Services World 2010 presentation
Older presentations and papers
- Summer 2010: STAR Awards Application – Innovative Support, Intuit Health:
My application for TSIA Innovative Support award
- Spring 2010: Technology Services World presentation (with David Kay)
Creating Strategic Alignment Across a Large, Complex Organization
- 2009: Presentation at ASP Silicon Valley Chapter
Best Practices in Creating Support Strategy
- 2005: Presentation at HDI Member Conference
Making Support the Competitive Differentiator: Creating Enterprise Value
- 2004: Presentation at Consortium for Service Innovations Summit
VeriSign Case Study: Using KCS to Influence Product Roadmap