Success in Premium Technical Support: A How-to Guide

A Special Online Event

September 18, 2013  |  Wednesday 
2 p.m. ET
(Massachusetts) / 1 p.m. CT (Dallas)

Complete the form on this page to pre-register for an invitation to the online event "Success in Premium Technical Support: A How-to Guide."

Registration for this event closes at 12:30 p.m. CT on Wed, Sept 18.

In this Special event:

Parks Associates and PlumChoice present the building blocks for success in premium technical support.



Wynn Grubbs, Vice President, PlumChoice, Inc.

Patrice Samuels, Research Analyst, Parks Associates

Sample Webcast Data

Over 40% of U.S. Consumers who own four key CE devices (smartphones, tablets, game consoles, and streaming media players) are very likely to pay $39.95 per month for technical support services


Among smartphone owners who purchased tech support 69% did so out of concerns for accidental damage and 41% did so for fear the device would be stolen.

© Parks Associates

When it comes to launching and growing premium technical support services, providers face a fundamental challenge:

How do you drive both revenue and positive customer engagement while controlling costs?


Given the evolving technical support landscape, it is important for providers to know:

  • How the transformation of premium technical support plays into your business

  • How to leverage the support channel as a revenue generator

  • How to generate revenue while maintaining customer loyalty

  • How to establish the right products/services for your business and your customers

  • How to make a practical assessment of different program options

  • How to proceed with recommended actions and establish a solution that makes sense for your customers and your business

The speakers provide industry analysis and perspectives and offer specific steps that you and your organization can take to transform your existing tech support business or enter the world of technical services prepared for success.


INDUSTRIES - Telco/cable, DSPs/MSOs, retailers, CE manufacturers, software and AV/AS providers, warranty providers

FUNCTIONS - Customer experience, business development, product management, marketing and call center operations, application services, and service planning

ROLES – VPs/SVPs, Directors, Executive Directors, GMs and related roles


Wynn Grubbs, Vice President, PlumChoice, Inc.

Wynn Grubbs - PlumChoice

As a PlumChoice executive since 2009, Wynn brings to PlumChoice partners and customers more than 20 years of business development and go-to-market experience. Having worked with both private and public companies, he has an in-depth, actionable understanding of how businesses establish, maintain and grow customer and partner relationships that positively impact revenue and lifetime value. In addition to executive roles at CommercialWare, Independent Mobile (IMO) and Valora Technologies, he was pivotal to the rapid growth of Lightbridge, an outsourced services company servicing the converged telecommunications market.

Wynn is an expert in tech support trends, business models and the impact of tech support on customer experience. He also holds a Bachelor's Degree in Business Administration from Southern New Hampshire University.

Patrice Samuels, Research Analyst, Parks Associates

Patrice Samuels - Parks Associates

Patrice Samuels studies digital home technical support services across global markets, with a focus on market trends, business models, and provider strategies. In addition to exploring events and disruptions in the technical support space, she examines pay-TV and broadband services in North America and Europe, digital media, and digital music services.

Patrice earned her MBA from Texas A&M University at College Station and BSc. in Psychology from the University of the West Indies in Kingston, Jamaica.

Complete the form on this page to pre-register for an invitation to this event. A PDF of this presentation will be available to all registrants following the live event, including an opportunity for a complimentary workshop.

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