SOURCE: Aberdeen Group

Aberdeen Group

April 13, 2011 10:00 ET

Aberdeen Group Service Performance Management Report: Top Performers Emphasize Action Over Reaction

Forty-Two Percent of Organizations Are Evaluating Better Performance Management Tools

BOSTON, MA--(Marketwire - Apr 13, 2011) - The Service Management team at the Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), has recently published a report on Service Intelligence and Performance Management: Moving Beyond the Rearview Mirror. The report highlights the key strategies that are leading organizations to improve the capture, collection, storage, analysis and use of performance data across the service organization. The report finds that top performing organizations are able to exhibit:

  • An 85% level of workforce utilization in contrast to 68% for all others over the last 12 months
  • A 2% decrease in service and support costs over the previous 12 months as compared to a 5% increase for all others
  • A 92% level of customer retention compared to a 69% rate of retention for all others

"Nearly 40% of all service organizations polled by Aberdeen are struggling with the accuracy, timeliness and usability of their performance data," said Sumair Dutta, Senior Research Analyst, Aberdeen Group. "While most organizations are mired in data management and cleansing activities, the top performing organizations are driving improved customer service and financial results by actively using their data reserves for business transformation."

To support improved performance results, leading organizations represented in the Service Intelligence and Performance Management study were extremely focused on ensuring data quality, as well as on the sharing and availability of performance data across all levels of the service organization. More so, a strategic action for these organizations was to raise access to service performance data across the entire organization, a theme of discussion at Aberdeen's upcoming Chief Service Officer Summit.

To obtain a complimentary copy of this report, made available due in part by the following underwriters: Merced Systems, Inc., SAS, Single Source Systems, Inc, visit:
or compare your organization against the top performers with Aberdeen's free online assessment tool at

Visit for additional access to complimentary Service Management Research.

About Aberdeen Group, a Harte-Hanks Company

Aberdeen provides fact-based research and market intelligence that delivers demonstrable results. Having queried more than 30,000 companies in the past two years, Aberdeen is positioned to educate users to action: driving market awareness, creating demand, enabling sales, and delivering meaningful return-on-investment analysis. As the trusted advisor to the global technology markets, corporations turn to Aberdeen for insights that drive decisions.

As a Harte-Hanks Company, Aberdeen plays a key role of putting content in context for the global direct and targeted marketing company. Aberdeen's analytical and independent view of the "customer optimization" process of Harte-Hanks (Information - Opportunity - Insight - Engagement - Interaction) extends the client value and accentuates the strategic role Harte-Hanks brings to the market. For additional information, visit or call (617) 854-5200, or to learn more about Harte-Hanks, call (800) 456-9748.

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