Author: Roger Manson

Roger has served as Vice President and Director of Client Services for online payment processing, enterprise software and Internet messaging companies. As Director Client Service for Amplitude Software he successfully drove Professional Services, Technical Support and Hosted Operations which contributed to Amplitude achieving venture funding. Roger has over 20 years’ experience and previously held positions with Cisco Systems, Chevron Information Technology, Lawrence Livermore and Sandia National Labs.

Supporting Technologically Challenged Identity Management Customers

Supporting Technologically Challenged Identity Management Customers
  • August 27, 2015 //
  • Roger Manson

  • Hone in on the right level of communication for customer success. As technology changes and rapidly advances, all of us in identity management support work with customers who find themselves…read more →

Four Ways to Preserve Customer Loyalty During Call Volume Spikes

Four Ways to Preserve Customer Loyalty During Call Volume Spikes
  • July 23, 2015 //
  • Roger Manson

  • How you respond during stressful times makes a difference. Remember building sandcastles? Constructing the towers and driftwood drawbridges was a blast. That is, until the tide came in and unexpected…read more →

IT Support Shifts to Self-Service Employee Empowerment

IT Support Shifts to Self-Service Employee Empowerment
  • July 9, 2015 //
  • Roger Manson

  • IT support transparency Today’s enterprise IT support organizations and help desks are experiencing a shift in the way technologies are developed, deployed and consumed. As with identity management, all applications…read more →

From Overhead to Profit Center: How Identity Management Customer Service Is Evolving

From Overhead to Profit Center: How Identity Management Customer Service Is Evolving
  • May 28, 2015 //
  • Roger Manson

  • User empowerment through customer self-service options. Embedded wiki content and training videos along with effective customer self-service are critical elements to developing a positive, powerful customer experience. For identity and…read more →

In a Services World Customer Success Teams Build Customer Loyalty

In a Services World Customer Success Teams Build Customer Loyalty
  • April 30, 2015 //
  • Roger Manson

  • Customer success teams work toward a common a goal. My previous blog mentioned customer success teams in cultivating an effective support community. Customer success teams were also identified in developing…read more →

Building a User Community and Loyalty through Customer Support Services

Building a User Community and Loyalty through Customer Support Services
  • April 1, 2015 //
  • Roger Manson

  • Means “Use Your Community” In my previous blog, I wrote about the importance of hiring support professionals with strong communication skills. I indicated a support professionals’ written and verbal communication…read more →

Customer Support Services Staffing Best Practices

Customer Support Services Staffing Best Practices
  • March 12, 2015 //
  • Roger Manson

  • Hire for optimum customer support services. As with any business, Avatier’s success depends on obtaining and keeping customers. You might have the best development, marketing, and sales teams on the…read more →