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Session 105: What's Your Value Proposition?: An ROI Workshop

Jeff Rumburg (Managing Partner, MetricNet, LLC)

Date: Tuesday, November 12

Time: 10:00am - 11:00am

Pass Type: Conference & Expo Package, Executive Connections

Track: Driving Strategic Decision-Making

Format: Session

Vault Recording: TBD

Audience Level: Intermediate/Advanced

Return on investment (ROI) is one of the most common and important measures of financial performance in the business world, yet fewer than 10% of all technical support organizations utilize this critical metric. The result is that many IT service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support. In recent years, a handful of pioneering organizations have adopted a different strategy when it comes to support, a strategy that emphasizes value over cost, and they routinely deliver benefits far in excess of those costs.

Support groups that understand and quantify their ROI gain a number of important advantages; chief among them is the ability to obtain funding and other resources based upon the economic benefits of the support they deliver. In this interactive session, Jeff Rumburg will share one organization’s story for developing its value proposition by putting ROI at the center, and he’ll work with participants to develop a better understanding of their own organizations’ ROI.