The Ultimate Customer Support Executive
by Phil Verghis, www.verghisgroup.com
ISBN 0-929306-34-1
2006
225 pages, Hardcover
$49.95 (US Dollars)
Author Bios: Verghis

 Summary    Contents    Reviews 

... speaks the language of CS in a direct, easy-to-read manner. Want the respect of higher-ups? Go beyond cost cutting and contribute to the bottom lineadvice well heeded by any manager. The book is best when tending to customer support issues ...
    -- Working Knowldge (March 20, 2006), Harvard Business School (Full Review)

I can't say enough about customer support, because it really is the place where we earn the customer's trust every minute of the day. We benefited significantly from Phil's development of a superlative support organization here at Akamai.
    -- George Conrades, Executive Chairman, Akamai Technologies

Software companies are beginning to generate more revenue from services than they do from product licenses, but there's a serious shortage of the managerial talent that companies need to build strong service businesses. Phil Verghis has come along just in time with a book that defines exactly what it means to be the 'ultimate' services executive.
    -- Jeffrey Tarter, Executive Director, Association of Support Professionals

Phil is one of my trusted advisors, and now with this book, he can be yours as well.
    -- Ron Muns, CEO and Founder, HDI - World's Largest Association for the IT Service & Support Industry.

If you are involved with customers in any way, this book belongs in your 'must read now' list.
    -- Bill Rose, CEO and Founder, The Service & Support Professionals Association (SSPA)

This book contains both experience and innovation a powerful chemistry. The investment in this book will pay great dividends for you and your career both now and in the future.
    -- Malcolm Fry, IT Industry consultant & luminary

Finally, an incredible 'how to' guide for IT Executives to understand the power of Customer Support and a blueprint to achieve success.
    -- Char LaBounty, Founder and President of LaBounty & Associates

Phil shares his tremendous experience and proven abilities to implement world class support operations.
    -- Irwin Weiss, CIO, Aspen Technologies

Phil Verghis-san is a visionary who combines a deep understanding of the complexities of delivering outstanding service around the world with an ability to constantly innovate on behalf of customers.
    -- Tatsumi Yamashita, CEO, HDI-Japan/ThinkService K.K., Japan