News & Events

Aberdeen OnDemand Webinar: State of Service Management: Forecast for 2012

Guest Speaker: Sumair Dutta, Research Director, Service Management - Aberdeen Group

With continued expectations of an uncertain and volatile economy in 2012, organizations are placing more emphasis on the importance of customer satisfaction and retention in order to increase profitability. In fact, in a recent Aberdeen survey on the State of Service Management, organizations that reported a 90% or more level of satisfied customers and a 90% or more retention rate saw a 7.4% increase in year-over-year service revenue, nearly double the growth seen from organizations retaining less than 90% of their customers.

During this webinar you will learn how Best-in-Class organizations are prioritizing internal improvements to all levels of their workforce and enhancing their technology infrastructure in order to achieve 2012 revenue and customer satisfaction goals. These Best-in-Class initiatives for 2012 are centered around:

• New Service and Services Development
• Technology
• Workforce management and Leadership

Please fill out the form below to request this webinar.