State of Service Management: Forecast for 2010

In this report, Aberdeen reveals new patterns and trends, and 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.

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Key strategies and capabilities employed by Best-in-class companies to support their service operations
The processes, knowledge and technology that enable Best-in-class companies to deliver superior service
Steps your company can make to increase its service profit, regardless of how you run your service operations today.

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