Aberdeen 10/25 Webcast: Service Excellence and the Path to Business Transformation
By Charles Knapp on Oct 15, 2012
The uncertain economy has had a sustained impact on service organizations and processes. The impact has contributed to new complexities - new customer engagement channels, enhanced user and customer expectations, rapidly evolving technologies, increased competition, and increased compliance and regulatory mandates. Yet many organizations have embraced these challenges by investing in and transforming customer service to evolve, differentiate, and thrive under current constraints. What is their secret?
Transforming Support Centers into Profit Centers
According to the recent Aberdeen research report, “Service Excellence and the Path to Business Transformation”, service is now viewed as a strategic profit center at nearly 70% of organizations. As customers demand improved service, in terms of speed, efficiency and reliability, an organization's success has become increasingly dependent on optimizing the customer ownership experience. Those service organizations focused on providing easy, consistent, and relevant interactions across the customer lifecycle, including service and support delivery, are experiencing higher levels of customer acquisition and retention and are achieving better revenue and margin growth rates.
Don't miss this opportunity to learn how to transform to provide the next generation of service offerings. Click here to register now for the webcast and download a complimentary copy of this informative new research paper.