WHITE PAPER: State of Service Management 2011: Achieving Connectivity and Growing Revenue

It's not easy getting to the top and staying there. Best-in-class service organizations know this, and their leaders are constantly keeping an eye focused on the future of service-led differentiation. Forward-thinking companies are ushering in of the era of the fully connected service enterprise; one where service isn't just a stand alone function, but a value driver that is at the core of the entire organization.

Of course, this is easier said than done. First, you need to understand what makes up a best-in-class organization. Aberdeen's newest report, State of Service Management 2011: Achieving Connectivity and Growing Revenue, presents the survey results of over 240 service professionals, uncovering service management industry trends and attributes of the best and worst performing organizations. For example, best-in-class service organizations exhibit the following measures of success:

• 94% current performance in customer retention (75% for all others) and 87% performance in first-contact resolution (67% for others)
• 17% increase in service revenues over the last 12 months as compared to a 3% increase for all others
• 13% increase in service profitability over the last 12 months as compared to a 2% increase for all others

So what steps can your organization take to earn the best-in-class label? Download the free report below.