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.

Special reports/white papers:

• For a few years now, leaders at progressive support organizations have talked about moving customers from a ‘transaction-based’ support model to a ‘relationship-based’ one. After early successes in this journey, many organizations run into a seemingly impenetrable wall. Your senior team ‘gets it,’ but this understanding does not seem to trickle down to most mid-level managers and frontline teams. I think I’ve found out why, and exactly what to do about fixing it. Read my paper on ‘Measures, Metrics and Madness‘.
• The SSPA’s S-Business magazine published an article on ‘Savvy Support’ .
• 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. Your contact information will not be sold or bartered.

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.)

Partial list of interviews