Mobility

The State of Service Management

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Executive Summary

At Aberdeen's 2011 Chief Service Officer (CSO) Summit, David Hare, Senior Vice President for Enterprise Services at Symantec stated, "We are transitioning from a model where everyone sells to one where everyone serves." This statement served to summarize the general consensus of business executives attending the CSO Summit, highlighting the growing importance of service and support to organizations. In fact, 64% of attendees at the CSO Summit indicated that their organizations were placing more importance on service, especially given current economic conditions. This document will describe the current state of the service enterprise, and reveal the goals and investments prioritized by service leaders (over 200 polled in a recent Aberdeen survey) for 2012. It will also reveal the performance benchmarks of leading service organizations, and divulge the strategic elements that contribute to Best-in-Class performance.

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