Aberdeen Whitepaper:
State of Service Management Outlook for 2013

The Transformation of the Service Organization into 2013

This transformation, as tracked by Aberdeen’s Service Management research over the previous eight to 10 years, isn’t limited to a more profit-centric view of service, but touches upon the changing role of the service organization. No longer is service just about delivering support, but more and more it’s about a true understanding of customer delight, profitability, and maximum value. In essence, the service organization truly understands the customer’s pain points and can rely on this information to maximize the value derived from purchased products and services.

This document highlights trends in service management and focuses on the steps taken by the Best-in-Class in maximizing customer satisfaction, retention and overall profitability.

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