State of Service Management 2010

By Emily Lehnen
Senior Marketing Manager

Aberdeen recently published a new report: State of Service Management: Forecast for 2010. This report reveals field service trends for 2010, as well as identifies the management strategies, best practices and solution technologies used by best-in-class companies to attain the highest performance level in customer satisfaction, customer retention, annual service profit margin, and annual change in workforce productivity.

Best-in-Class firms revealed the following performances statistics:

95% customer satisfaction rate
93% customer retention rate
34% annual service profit margin
25% workforce productivity increase over the past 12 months

We created a key findings site where you can download the whitepaper, as well as review Aberdeen’s recommendations for achieving similar results, along with suggestions for implementing them.

Go to the key findings site