March 19–21 • Worcester, Massachusetts

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Why Services Matter: Building Your Value Story and Business Case

Session Details

Wednesday, March 21, 2007
8:30 a.m. - 9:20 a.m.
Meeting Room D, Level 3

Session Type: Track 3

Speaker(s)

Colleen D. Anderson, Head of Reference Services, Douglas and Judith Krupp Library, Bryant University
Leslie L. Simmel, Asst Prof Marketing (adjunct), Bentley College; Co-founder, CustomerValueCenter, Bentley University
Session convener: Aime DeGrenier, Manager, Community Technical Support, Mount Holyoke College

Abstract

Learn how a "value in use" approach to service assessment can make your value story to users and your business case to management more powerful. Using a case example, this session will illustrate how modeling one service's net benefit helped advance its promotion to faculty and document its worth to administrators.

Available Resources

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