BOSTON, MA--(Marketwire - February 11, 2010) - The latest research report published by the Aberdeen Group, a Harte-Hanks Company
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"At the 2009 Chief Service Officer Summit, 31% of CSOs stated that revenue generation was their top goal for 2010," said Sumair Dutta, senior research analyst, Aberdeen Group. "Our recent research confirms that trend -- with 86% of organizations claiming that they have service revenue goals in place for 2010 and that the attainment of these goals is extremely vital to the financial and operation performance of their organization."
Research findings in The Chief Service Officer's Guide to Service Revenue report indicate that top performing companies are nearly two times as likely as all other companies to leverage contract management and end-to-end service management solutions to support their revenue generation efforts. Along with an increased use of customer relationship management solutions, the revenue generation technology roadmap for these organizations mirrored their stated strategic actions around increased customer visibility, improved collaboration and enhanced contract management. As such, these firms exhibited the following:
-- 15% increase in total service revenue over the last 12 months as opposed to a 1% decrease for all others -- A 90% level of customer retention compared to a 74% performance for all others -- A 85% current contract renewal rate when compared to a 53% performance for all others
A complimentary copy of this report is made available due in part by the following underwriters: Encover, Inc. and Astea International. To obtain a complimentary copy of the report, visit: http://www.aberdeen.com/link/sponsor.asp?cid=6315
Visit Research.Aberdeen.com for additional access to complimentary Service Management 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.
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