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The State of the Market
The attainment of revenue from service continues to be a major goal for service organizations in 2011. A poll of Chief Service Officers (CSOs) in Aberdeen’s State of Service Management research (September 2010) found that 43% of service leaders identified revenue growth as the key goal for their businesses in 2011. Subsequent function-specific polling in 2011 around field service, the contact center and service parts, as well industry-specific polling around high-tech and medical device organizations confirms the strategic focus on revenue from the service side of the business.
In a September 2011 study of approximately 150 service organizations aimed at understanding key trends in the path to service revenue, 85% of organizations indicated that they had a service revenue initiative or program in place while another 7% indicated the development of such a program is in the works within the next 12 months. These numbers match up with a similar service revenue survey (The Chief Service Officer’s Guide to Service Revenue, January 2010), wherein 80% of the organizations had a service revenue plan in place.
This document will highlight key trends in the pursuit of service revenue and document practices relied upon by leading service organizations to capitalize on the goodwill and loyalty of their customer base.