-- 95% customer satisfaction rate -- 93% customer retention rate -- 34% annual service profit margin -- 25% workforce productivity increase (i.e., number of service calls completed daily) over the past 12 monthsThe report also finds that leading service organizations are considerably more likely to use an appointment management solution to equip their teams and customers. In addition, leading firms are more likely than All Others to place a significant focus on business intelligence and analytics in order to better align service-related KPIs with business goals. A complimentary copy of this report is made available due in part to the following underwriters: Metrix and Single Source Systems. To obtain a complimentary copy of the report, visit: http://www.aberdeen.com/link/sponsor.asp?cid=5997. For additional access to complimentary Service Management Research, please visit http://research.aberdeen.com/index.php/-service-management. 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) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748.
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Contact Information: Media Contact: Aly Pinder Research Analyst Aberdeen Harte-Hanks (617) 854-5388 Aly.pinder@aberdeen.com