SOURCE: Aberdeen Group

Aberdeen Group

December 11, 2012 10:05 ET

Aberdeen Group Publishes Service Management, Enterprise Applications, Manufacturing, and BI Research

Research Examines Multi-Channel Customer Service, Cloud ERP, Services Automation, Asset Management, Business Analytics

BOSTON, MA--(Marketwire - Dec 11, 2012) - Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), today announced the publication of new research reports from its Service Management, Enterprise Applications, Manufacturing, and BI research practices.

The "Trends in Customer Service: Multi-Channel Edition" research report, authored by Sumair Dutta, Vice President and Principal Analyst, Customer Experience and Service Management, highlights key trends and strategies tied to the enhancement of customer service and the overall customer experience. As customer expectations regarding the availability and accessibility of the service organization are changing, organizations need to focus on delivering an effective and consistent experience regardless of the channel of service selected by the customer. Organizations successfully enhancing their service performance experience a nearly 30% advantage in customer retention, and can drive nearly three times the customer revenue growth of other organizations. To obtain a complimentary copy of the report, made available with the support of Voxeo and Parature, visit:

"SaaS and Cloud ERP Observations: Is Cloud ERP Right for You?," prepared by Nick Castellina, Research Analyst in Aberdeen's Enterprise Applications practice, marks the sixth year Aberdeen has measured the willingness of organizations to consider Software as a Service (SaaS) as the deployment model for their Enterprise Resource Planning (ERP) implementations. Organizations are better educated on SaaS ERP benefits and potential issues, with an increased willingness to consider a SaaS or cloud deployment models. While on-premise deployments still represent the overwhelming majority, their use has declined. But new data indicate that cloud solution demand has slowed! Each deployment model has its pros and cons, but if all deployments are equally viable, how is an organization to choose between ERP options? To obtain a complimentary copy of this report, visit:

"Professional Services Automation," also authored by Nick Castellina, examines the best practices required to execute project plans, schedule specialized staff, and enable internal and customer collaboration, when all parties are dispersed across different locations. These issues compound the challenges every enterprise faces when conducting business, yet many organizations lack the tools and processes required to address these challenges. To obtain a complimentary copy of this report, visit:

"Asset Management: Building the Business Case for the Executive," prepared by Nuris Ismail, Research Analyst, and Reid Paquin, Research Associate, for the Aberdeen Group Manufacturing research practice, highlights how top performing companies manage the reliability of their asset base to execute an asset management strategy. With tightening budgets, managers are being asked to do more with less. Because of this, it is difficult to procure funding to start or improve upon an asset management program. This study presents manufacturers with guidelines to presenting the business case to gain support from executives to obtain resources to implement an effective asset management program. To obtain a complimentary copy of the report visit:

"Executive Level Analytics 2012: Heavy is the Head that Wears the Crown," prepared by Peter Krensky, Research Associate for the Aberdeen Business Intelligence and Enterprise Applications practices, reveals that business intelligence (BI) can be a powerful tool to inform executive insight and enhance the perspective of line-of-business employees. This document explores how top performing executives initiate analytical programs to improve operational performance. To obtain a complimentary copy of this report, visit:

About Aberdeen Group, a Harte-Hanks Company

Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), is a global, full-service, multi-channel marketing services firm with deep expertise in developing research-based technology marketing content. Enabled by its team of 40 analysts covering 17 industry-sector categories, Aberdeen provides B2B marketers with relevant content assets available in multiple formats that target each stage of the customer buying cycle. 

Aberdeen has offices in Boston and London. Harte-Hanks operates 25 offices in the United States, and has locations throughout Asia-Pacific, Europe, and Latin America.

© 2012 Aberdeen Group, Inc., a Harte-Hanks Company
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