Everyone Sells to Everyone Serves: Aberdeen’s State of Service Research

Presented by

Sumair Dutta, Research Director, Aberdeen Group

About this talk

At Aberdeen's 2011 Chief Service Officer (CSO) Summit, 64% of attendees indicated that their organizations were placing more importance on service, especially given current economic conditions. In fact, one of the keynote speakers at the event stated, "We are transitioning from a model where everyone sells to one where everyone serves." Service is the new realm of competition and differentiation as organizations are looking to delight and retain their customers while capitalizing on revenue opportunities available within their customer base. In 2012, those organizations that treat service as a profit center and take a strategic view of their service operations will not only weather the prevailing economic storm, but also will thrive. This webinar will highlight the current state of the service enterprise and will reveal the goals and investments prioritized by service leaders (over 200 polled in a recent Aberdeen survey) for 2012. It will also reveal the performance benchmarks of leading service organizations, and divulge the strategic elements that contribute to Best-in-Class performance.

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