Book:

I’ve written “The Ultimate Customer Support Executive”, which talks about earning then demanding respect on behalf of your customers. It got a number of very positive reviews. You can pick it up from me at 30% off (only place I know of with a discount) or directly from your favorite online bookseller including Amazon.com and Barnes & Noble.

I’ve got a workshop (Be the Voice of the Customer) based on the book coming up at the SSPA conference in October. It is a pretty rare workshop outside Boston, the last one sold out in advance. Sign up now if you are interested.

Special reports/white papers:

One of the special reports I wrote for IBM (for whom I am designated an ‘independent thought leader’) is the Implications of Culture on Service and Support. IBM has kindly agreed to make this available at no charge to anyone who wants it.

I have written a (hopefully very easy to read yet provocative) white paper for a client titled ‘Redefining Command & Control in Today’s IT Reality‘ that talks about what service desk and asset management leaders can do differently by understanding why some of what they do made sense in the past, but only causes customer frustration today.

Blog:

Of course, I have a blog.

Newsletter:

I have my own newsletter called “The Verghis View” that is published (more or less) monthly which has book reviews, snippets of interesting articles and more.
Please sign up on my home page.

Opinion pieces

I’ve been an independent ‘thought leader’ for IBM, for a few years. As part of this engagement, I write a branded opinion piece on their Enterprise Asset Management site. Go under ‘Type’ then ‘Verghis View’. (Registration required.)