by Solution

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