The Epistemist

…on the knowledge journey

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  • Fall 2010: Technology Services World 2010 presentation

Best Practices for Supporting a 1.0 Product

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