IT Employment

Trends and best practice for service in 2012

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Executive Summary

Service revenue has topped the agenda of chief service officers. As businesses seek to wrap themselves around their customers and drive higher value, they are looking to build a foundation that fosters the innovation and collaboration necessary to develop and capitalise on service revenue opportunities. That said, service revenue goals should not be developed and cannot be attained at the expense of customers. This white paper, based on data from Aberdeen's State of Service Management and Service Revenue research surveys, highlights key market trends and best practices in the search for service revenue, including: - Proactive and predictive service delivery - Front-line empowerment and collaboration between service and sales

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