The State of Service Management
sponsored by SAP America, Inc.
A survey conducted by the Aberdeen group showed that very few organizations have obtained the profitability they wish from their service businesses. The goals of improving service profitability and improved customer satisfaction are tightly linked, and an organization doesn't need to sacrifice customers to obtain operational sustainability.
Read this white paper to learn more about the current state of the service enterprise and the goals and investments prioritized by service leaders. It also displays performance benchmarks of leading service organizations and other factors that contribute to best-in-class performance.
(THIS RESOURCE IS NO LONGER AVAILABLE.)