Kodak Executive J. Patrick Welch Offers Insights to Service Industry on Increasing Customer Retention through an Effective Channel Model

Rochester, NY -- In today’s competitive business environment, keeping customers happy is more important than ever for a service oriented company. J. Patrick Welch, Director of United States Service and Sales, Document Imaging, Kodak’s Graphic Communication Group, will describe how a channel approach to service can contribute to customer satisfaction and retention during the Field Workforce Optimization Summit at the J.W. Marriott in San Francisco, Dec. 1-3.

Welch’s presentation, “Achieving High Customer Satisfaction and High SLA Renewal Rates by Managing Customers’ Expectations and Assessing Customer Needs,” will provide an overview of Kodak’s service marketing and sales strategy as a case study of how to effectively approach service level agreement (SLA) renewals. Attendees will learn how service organizations can utilize channel partners to evaluate customer needs and identify new potential revenue streams. Welch will also provide insight on the changing complexion of the value added reseller (VAR) landscape, and offer expert advice on how to package unique service offerings to ensure high levels of service renewals.

“Companies can extend their reach without increasing their costs if they consider their existing channel partners as potential service partners,” said Welch. “Kodak’s approach in selling service to the channel has enabled us to provide a more complete service offering to our customers, and as a result has increased our SLA renewal rates. We hope that other companies will gain valuable insights from our experience.”

The Field Workforce Optimization Summit is an annual conference hosted by the International Quality and Productivity Center. It offers service industry professionals information and networking opportunities designed to help improve service delivery and decrease operational costs. Welch will present during the conference on Wednesday, Dec. 3, at 4:45 p.m.
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