Service Management
Leveraging Remote Connectivity to Drive Service Performance
The Real-Time Service Enterprise: Leveraging Remote Connectivity to Drive Service Performance
Brought to you by DSD Business Systems and the Aberdeen Group
The theme of connectivity has permeated the thoughts and actions of Chief Service Officers (CSOs) recently. In Aberdeen's September 2010 State of Service Management research, 88% of respondents (and 97% of the Best-in-Class) indicated that it was vital for their service organization to be tightly linked with other organizational functions such as sales and marketing. At Aberdeen's CSO Summit 2010, appropriately themed, The Fully Connected Service Enterprise, 94% of polled attendees reported that the connectivity across the enterprise was vital from an operational and financial performance perspective. For leading service organizations, connectivity doesn’t stop within the boundaries of the organization, but extends outwards to partners, resources, serviceable assets and customers.
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