BOSTON, MA--(Marketwire - Jan 29, 2013) - Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), today announced that it has renamed its "Service Management" research practice to "Customer Experience and Service Management" to more accurately represent the increased research emphasis on all aspects of customer engagement and support, delivered via the contact center, social media, the web, or in the field such as repair, replacement, or installations.

The Aberdeen Customer Experience and Service Management (CESM) research practice will conduct research -- and report on -- strategic customer management initiatives planned by enterprises worldwide to drive business growth, specifically those tied to service lifecycle management, field service management, service parts management, and enterprise-level customer experience management. Research findings from the CESM practice will support Chief Service Officers (CSOs), Customer Care, Operations, Customer Service, Customer Management, and IT executives, by providing the data-driven insights required to make better-informed business decisions.

"In what remains a volatile economic climate and competitive market environment, enterprises are now paying close attention to the quality of the experience delivered to their customers across all touch points," according to Sumair Dutta, Vice President and Principal Analyst for the Customer Experience and Service Management research practice. "Customer experience management is a natural extension of Best-in-Class customer service management. While organizations wish to create satisfied customers, what they typically want are loyal and committed customers serving as brand advocates for the enterprise, as well as supporting financial health of the business through continuous purchase of its products and services. To achieve this, the customer experience must be connected across vital functions such as marketing, sales, service and renewal."

In addition to Sumair Dutta, and Senior Research Associate Aly Pinder, Research Analyst Omer Minkara joins the CESM research practice. During his tenure at Aberdeen, Minkara has covered contact center and CEM trends, and best practices extensively. His research findings have been applied by executives worldwide to build and nurture strategic customer engagement programs. Minkara has a financial background with PricewaterhouseCoopers in Europe, and holds an MBA from Babson College.

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About Aberdeen Group, a Harte-Hanks Company

Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), is a global, full-service, multi-channel marketing services firm with deep expertise in developing research-based technology marketing content. Enabled by its team of 40 analysts covering 16 industry-sector categories, Aberdeen provides B2B marketers with relevant content assets available in multiple formats that target each stage of the customer buying cycle. 

Aberdeen has offices in Boston and London. Harte-Hanks operates 25 offices in the United States, and has locations throughout Asia-Pacific, Europe, and Latin America.

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