Revenue in the Field: 5 Tips from the Best

As Chief Service Officers (CSOs) see and forecast improving prospects for growth for their businesses in the next 12 months, they are beginning to look across their organizations to tap into revenue-boosting initiatives. These revenue prospects are only possible as a result of the loyalty and satisfaction generated among customers as a result of the delivery of exceptional customer service. In Aberdeen's State of Service Management research (September 2010), nearly 93% of polled respondents had increased confidence in the prospects for their service businesses, with 89% forecasting growth in the next 12 months. To provide the desired business growth, 43% had highlighted that revenue growth would be the top goal for their businesses in 2011. Leading service organizations have already been driving service revenues over the last 12-24 months as they understand that the next stage of differentiation and Best-in-Class performance separation will occur on the revenue side of the business. This document will highlight some of the ways that leading organizations have prepared and structured themselves to lead the charge in the search for revenue, therefore providing a guide for those organizations looking to uncover field-based revenue opportunities.