-- 19% decrease in service response time. -- 15% improvement in days sales outstanding.Roth recommends that service organizations consider the following best-in-class strategies to build a strategic post-sale service organization:
-- Migrate to a preventative and predictive service model. -- Tie compensation to financial, operational and customer retention metrics. -- Offer multi-tiered service level agreements and contracts. -- Appoint a senior executive who directly reports to a CXO. -- Conduct systematic planning, forecasting and alignment of service resources and demand.280 companies participated in this quantitative study, including Brooks Automation, Panasonic Factory Solutions, Yaskawa Electric, Northrop Grumman, Gerber Scientific, Respironics, ABB Robotics, Eastman Kodak, Invacare, Intel, Toshiba America. Underwriters of the Strategic Service Management: Moving Beyond the Tactics, are Servigistics and PointServe. To obtain a complimentary copy of the report, follow the link: http://www.aberdeen.com/link/sponsor.asp?cid=3993 About Aberdeen Group, a Harte-Hanks Company Aberdeen is a leading provider of fact-based research and market intelligence that delivers demonstrable results. Having benchmarked more than 30,000 companies in the past two years, Aberdeen is uniquely 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 http://www.aberdeen.com or call (617) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748 or go to http://www.harte-hanks.com.
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Contact Information: Media Contact: Steve Roth Aberdeen Harte-Hanks (617) 854-5326 steve.roth@aberdeen.com