Rusty Walther, of Network Appliance, Inc.
(NASDAQ: NTAP), will deliver a keynote address titled "Moving from
a Product-Centric to a Customer-Centric Service Culture" at the
Aberdeen Group Chief Service Officer Summit. Walther, senior vice
president of Global Support at NetApp, will discuss why
transforming from a product-centric to a customer-centric service
culture requires flawless execution and a clearly defined customer
strategy. Walther will cover the challenges of a product-centric
service approach; how understanding and meeting customers needs and
offering customers services that meet or exceed those needs is
critical to transformation; and how delivering experience,
capturing value, and learning from the customer will lead to
reduced churn, higher ROI, and maximum customer lifetime value.
The Chief Service Officer (CSO) Summit is the
preeminent networking event for service executives looking to join
peers from industry-leading companies to discuss how best-in-class
companies are making a profit from services. Presented by Aberdeen,
a Harte-Hanks Company (HHS), the executive summit will host roughly
250 of the world's leading service chain minds, who will discuss
trends, ideas, strategies, and best practices pertaining to the
escalating role of post-sales service in increasing corporate
profitability and driving customer loyalty.