by Analyst Firm

Customer Relationship Management

"Measuring Marketing Performance: The BI Roadmap to Information Nirvana," October 2007
This report is a roadmap for marketing and business executives who desire to improve overall marketing performance through Best-in-Class use of marketing performance measurement capabilities and enabling technologies. The ability to analyze performance across all activities and generate improved results defines the "information nirvana" marketers are looking for.

Manufacturing

"Underpinnings of Service Excellence: Synchronizing Resource Capacity with Service Demand," August 2007
This benchmark study shows that forward-thinking companies have taken strategic actions to achieve service excellence by accurately forecasting service demand and effectively planning and provisioning service resources to meet that demand. Such strategic initiatives have yielded 22% increase in first-time fix rate, 18% higher SLA compliance rate, 27% improvement in workforce utilization, and 14% lower overtime costs.

"Winning with Integrated Warranty Management," June 2006
"Recognizing the untapped opportunities for efficiency gains, revenue recapture, and improved customer satisfaction within the warranty chain, best-in-class companies and their service network partners are taking steps to gain greater visibility into and control of their warranty chain processes and performance."

Performance Management

"Measuring Marketing Performance: The BI Roadmap to Information Nirvana," October 2007
This report is a roadmap for marketing and business executives who desire to improve overall marketing performance through Best-in-Class use of marketing performance measurement capabilities and enabling technologies. The ability to analyze performance across all activities and generate improved results defines the "information nirvana" marketers are looking for.

Service Intelligence

"Strategic Service Management: Moving Beyond the Tactics," May 2007
"Increasingly, revenues, profits, and customer loyalty are being driven not by the initial product sales but by post-sale service and support. Strategic Service Management represents a fundamental shift in how a service operation is managed."

   Read this Aberdeen report to see how forward-thinking companies have moved away from managing service as a tactical cost center to managing it as a strategic profit center.

Video Clip
In this video commentary, Mark Vigoroso, Research Director from Aberdeen Group, discusses the number one differentiator between best in class and laggard service organizations – as well as some compelling survey results.

View video:
Windows Media Player
RealPlayer