BOSTON, MA--(Marketwire - October 6, 2009) -
Technical
Communications as a Profit Center, a recent study by
Aberdeen Group, a Harte-Hanks Company
(
NYSE:
HHS), indicates that when approached strategically, technical
communications departments stand to provide significant customer-facing
value. While untracked by many companies, Aberdeen found that among top
performing companies, this includes a 41% decrease in inbound calls to
customer support and a 41% increase in their customer satisfaction scores.
Aberdeen's report provides more detail about the often overlooked value
product
documentation contributes as well as how top performers drive as much
as eight times the benefit as their competitors. Complimentary access to
this report is available for a limited time at:
http://www.aberdeen.com/link/sponsor.asp?cid=6017.
"These findings confirm a great deal of the value those within technical
communications have long articulated they provide," said David Houlihan,
Senior Research Associate with Aberdeen's Product Innovation and
Engineering practice. "For most companies, however, technical
communications must remain within tight operational requirements that
prevent them from providing their potential value. Aberdeen's data clearly
indicates that those performers that are living up to this potential are
successfully balancing a high level of efficiency with a focus on
responding to customer expectations with high quality documentation."
By identifying the proven steps adopted by top organizations,
Technical
Communications as a Profit Center provides a guide for organizations
seeking to turn technical communications into a source of strategic
business value.
A complimentary copy of this report is made available due in part by the
following underwriters: Adobe and JustSystems. To obtain a complimentary
copy of the report, visit:
http://www.aberdeen.com/link/sponsor.asp?cid=6017.
Visit
Research.Aberdeen.com for
additional access to complimentary
Product
Innovation and Engineering Research.
About Aberdeen Group, a Harte-Hanks Company
Aberdeen provides fact-based research and market intelligence that delivers
demonstrable results. Having queried more than 30,000 companies in the
past two years, Aberdeen is positioned to educate users to action: driving
market awareness, creating demand, enabling sales, and delivering
meaningful return-on-investment analysis. As the trusted advisor to the
global technology markets, corporations turn to Aberdeen for insights that
drive decisions.
As a Harte-Hanks Company, Aberdeen plays a key role of putting content in
context for the global direct and targeted marketing company. Aberdeen's
analytical and independent view of the "customer optimization" process of
Harte-Hanks (Information - Opportunity - Insight - Engagement -
Interaction) extends the client value and accentuates the strategic role
Harte-Hanks brings to the market. For additional information, visit
Aberdeen or call (617) 854-5200, or to
learn more about
Harte-Hanks,
call (800) 456-9748.
© 2009 Aberdeen Group, Inc., a Harte-Hanks Company
451 D Street, Suite 710
Boston, Massachusetts 02210-1928
Telephone: (617) 854-5200
Fax: (617) 723-7897
www.aberdeen.com
Contact Information: Media Contact:
David Houlihan
Aberdeen Harte-Hanks
(617) 854-5341
david.houlihan@aberdeen.com