Recent studies by the Aberdeen Group show that service is more important than ever.
69% of service leaders have increased confidence in the direction of their business and 90% are forecasting growth within the next 12 months. Economic turmoil has, in fact, raised the importance of service as organizations look for their service businesses to drive additional value to customers and transform into core profit centers.
These key findings, and best practices in service management, can be heard in the State of Service Management research podcast. Sumair Dutta, a senior research analyst for Aberdeen, presents the survey results of over 200 service and manufacturing organizations while outlining the traits that best-in-class companies display.
The podcast runs about 14 minutes and is a good complement to the full report, State of Service Management 2011: Achieving Connectivity and Growing Revenue. Both items are available as free downloads on the IFS website.