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TMCNet:  Aberdeen Group Publishes Customer Experience and Service Management Research

[June 12, 2013]

Aberdeen Group Publishes Customer Experience and Service Management Research

BOSTON, MA, Jun 12, 2013 (Marketwired via COMTEX) -- Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), today announced the publication of new research reports from its Customer Experience and Service Management research practice.

The "Service Parts Management 2013: Align Planning and Forecasting with Efficient Resolution" research study by Aly Pinder, Research Analyst, Customer Experience and Service Management at the Aberdeen Group, highlights how top performing service and manufacturing organizations have been able to efficiently plan, forecast and deliver service parts to drive a year-over-year improvement of 5% in inventory costs, compared to a 2% decline for the industry average.


This level of achievement for top performers results from the implementation of key strategies, capabilities, and technologies that improve oversight, visibility, and access to service parts data. This report provides a roadmap for service parts management excellence, and details the path to improved operational efficiency, profitability, and issue resolution.

http://www.aberdeen.com/Aberdeen-Library/8449/AI-service-parts-management.aspx "Customer Analytics: Converting Data into Insight for Superior Customer Experiences," one of four research reports published this month by Omer Minkara, Research Analyst for the Aberdeen Customer Experience and Service Management practice, found that companies making successful use of existing customer data are able to drive 19.0% annual top-line revenue growth. They also retain 88% of their customers year-over-year. Also, while most companies have sufficient data to personalize their customer interactions, they are challenged with the ability to derive insights from this data. This report outlines how leading firms successfully convert customer data into insight to drive superior customer experiences. To obtain a complimentary copy of this report, please visit: http://www.aberdeen.com/Aberdeen-Library/8502/AI-customer-experience-analytics.aspx Next from Minkara, "CXM and Product Communication: Does Your Content Speak Customer?" indicates that the empowered customer trend is fundamentally changing the nature of product communications.

Companies that tailor their online product communications are able to generate 64% greater average profit margin per customer. This report illustrates the best practices that help companies tailor their product communications to the individual needs of each customer without increasing organizational burdens. To obtain a complimentary copy of this report, please visit: http://www.aberdeen.com/Aberdeen-Library/8513/AI-customer-experience-management.

aspx
Also from Minkara,"Workforce Optimization in the Contact Center: Secrets to Improve Agent Performance" shows that adopting workforce optimization practices helps leading contact centers to improve customer satisfaction by 9.1% year-over-year while enjoying an average first-contact resolution rate of 82%. Findings indicate that companies incur signicant revenue losses due to inefficient agent workforce management processes. This report outlines how the leading contact centers are able to minimize these excess costs while increading both employee and customer satisfaction. To obtain a complimentary copy of this report, visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=8524&camp=2.

Finally from Minkara, "The Rising Financial Impact of Customer Service" helps companies address the challenge of proving the bottom-line impact of customer service, and provides businesses with several different perspectives that can be used to quantify the business benefits of customer service activities. One of these perspectives is profit margin; findings reveal that service activity profit margins are 10.7% greater than those on products -- validating the direct benefits of focusing on service excellence. To obtain a complimentary copy of this report, please visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=8476&camp=2.

About Aberdeen Group, a Harte-Hanks Company Enabled by its team of 40 research analysts covering 16 industry-sector categories, access to 35,000+ benchmarked enterprise decision makers, and 2.5 million research readers, Aberdeen Group -- a Harte-Hanks Company (NYSE: HHS) -- is the trusted advisor to global technology markets, providing corporations with insights that drive IT decisions. Aberdeen's independent, fact-based research and market intelligence is used by the Fortune 1000, Global 500, and Software 500.

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.

Copyright 2013 Aberdeen Group, Inc., a Harte-Hanks Company 451 D Street, Suite 710 Boston, Massachusetts 02210-1928 Telephone: (617) 854-5200 Fax: (617) 723-7897 www.aberdeen.com SOURCE: Aberdeen Group

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