1. Champions in Support Services Kick-off Meeting July 28 th 2010 1

2. Meeting Agenda:  5” – Welcome & Housekeeping  10” – What are Champions in Support Services?  10” – Industry Observations: Customer Retention  Led by TSIA’s Bill Rose  15” – Panel Discussion: Customer Retention  Panel: Yahoo!, Open Text & Symantec. Moderator: TSIA’s Tim Flannery  10” – Discussion / Q&A with Champions  10” – Update from TSIA  Available research  Four great resources you can use today  Next steps 2

3. Welcome & Housekeeping 3  We want to hear from you! (but not your macaw!)  Please chime in, but mute your phone when not speaking  Try and “raise hand” on event console so we can call on you  Post questions and comments  Session will be recorded  Link available on TechServicesForum.comTechServicesForum.com  Feedback survey will be distributed  Please share your thoughts on topics / issues by leaving feedback on TSF

4. Who are the Champions in Support Services? currently 180 individual members no more than 4 per company *they are nominated* best & brightest in the industry empowered with knowledge & resources passionate about what they do connected & engaged

5. Champions Program: Built by Members 1.Fresh & timely updates 2.Convenient, “VIP” access to content & resources 3.More peer-to-peer dialogue, collaboration & sharing 4.Connections with the industry’s best & brightest 5.To be the “go to” person for sharing knowledge 6.An exclusive network that is “always on” 5 We asked you what you want… …here’s what you said.

6. We’re Ready to Commit! 1.Keep it simple 2.Keep it relevant 3.Keep it member-driven 4.Evolve to meet your needs 5.Keep it fun! 6 TSIA will… 1.Join us as much as possible  Phone every other month  TSW every six 2.Engage & participate 3.Assist other Champions & help guide the program 4.Share info with colleagues 5.Tell us if you can’t commit Champions will…

7. Program Deliverables 1.Bi-monthly web meetings 2.Bi-annual in-person meetings & representation at TSW 3.Focus on industry observations & dialogue 4.Updates on TSIA research & available resources 5.Online: discussion group & web meetings 6.Offline: conference activities & “take home” resources 7.Entirely member-driven o Surveys, online meetings & topic polls 7

8. 8 Polling Results: Customer Retention

10. Research Update:  New Support & Field Services Benchmark Survey tool  Contact MDD for username(s) / password(s)  Consumer Contact Center Metrics research work  “Cloudprem” research work  Upcoming launch of Educational Services Benchmark Survey  Social Media globalization research  Annual Maintenance Pricing Practices 10 http://www.tsia.com/support_services/ss_research_reports.html

11. 11 Technology Services Forum: Our Industry’s Online Community **Join the Champions Group 1 4 3 2 Four Great Resources for Content & Engagement Technology Services World Oct 18 - 20 **Agenda Online Now / Best Deals Early **Champions in-person Meeting http://www.technologyservicesworld.com/ http://www.techservicesforum.com/ http://www.tsia.com/ New TSIA Website **More Personalized **Better Access to Search & Research http://twitter.com/#search?q=%23custserv Tuesday Night CS Chats **Hundreds of Participants **Tues 9 – 10pm EST **Hashtag #custserv

12. Next Steps  Recorded link will be available  Brief feedback survey will be distributed  Please share your thoughts on topics / issues by leaving feedback in Champions group on TSF  Next meeting in September  In-person Champions meeting for those attending TSW 12