About the Webinar
Every year organizations
in the service industry spend the same amount of money trying to
replace one lost customer as they do trying to keep five existing ones.
However, many of these organizations focus little time, attention, or
money on developing their workforce who are a key contributor to
customer satisfaction and retention. Implementing improved workforce
practices that continuously increase the capability of an organization's
workforce can enhance the ability of organizations to keep valued
customers and attract new ones without significant increases in
This webinar from the SEI Webinar Series
explores how the People Capability Maturity Model (People CMM) can
improve workforce practices that contribute to improved customer service
delivery, which is a foundation of customer satisfaction and retention.
Practices in the People CMM enable organizations to build, develop, and
motivate a workforce that supports an organization's customer
relationship management program or customer service model. This
60-minute presentation also includes a case study that shows how one
organization increased customer satisfaction, as measured through
feedback surveys, while decreasing attrition rates and recruitment
About the Speakers
Buttles-Valdez is a senior member of the technical staff at the SEI,
and a member of the People CMM team where she develops courses, delivers
training, and provides consulting services. Palma holds a Ph.D. in
anthropology from The University of Texas at Austin. She is an
SEI-authorized Instructor for the Introduction to People CMM,
Intermediate Concepts of People CMM, and a candidate SCAMPI with People
CMM lead appraiser.
McGraw is the founder and manager of the SEI Webinar Series, and also
oversees the SEI’s Software Process Improvement Network (SPIN). He was
certified as an Inbound Marketing Professional in 2009 and Customer Care
Manager in July 2006. He has a bachelor of arts degree in political
science from the University of Pittsburgh and a bachelor of science
degree in education from Indiana University of Pennsylvania.
Blash is responsible for marketing and strategic planning of the SEI's
1,500-person Membership program. He publishes a weekly email newsletter
that is distributed to more than 1,500 recipients. He has presented on
process improvement at several conferences throughout the United States
and Europe. He has a bachelor of science degree in management.