Posts by Mike Runda

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Achieving Secure, Mission-Critical Technical Support is a Two-Way Street

  • Mike Runda
  • February 13, 2017 | Estimated reading time: 3 minutes to read
  • Recently, an Avaya customer—a major global financial institution—encountered a pretty disruptive network issue. Avaya support technicians encountered roadblocks in resolving the issue, and the customer's…
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My Thank You Note for the Best Christmas Gift of All

  • Mike Runda
  • January 9, 2017 | Estimated reading time: 3 minutes to read
  • Every Christmas is special. But this Christmas was even more special, thanks to my experience with children young and old who eagerly awaited the arrival…
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Maximizing value from your support services investment

  • Mike Runda
  • August 30, 2016 | Estimated reading time: 4 minutes to read
  • Commitment to 5 core practices will lead to peace of mind and growth. In the world of support services we are always striving to reach…
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Customer Lifetime Value: The End Goal Guiding Your Digital Transformation

  • Mike Runda
  • September 29, 2015 | Estimated reading time: 4 minutes to read
  • What percent of companies consider customer lifetime value (CLV) as a measure of business performance? A. < 40% B. 41% - 60% C. 61% -…