SOURCE: Aberdeen Group

Aberdeen Group

August 14, 2013 10:35 ET

Aberdeen Publishes Customer Experience and Service Management Research

Research Examines Real-Time Unified Customer Engagement (RUCE)

BOSTON, MA--(Marketwired - Aug 14, 2013) - Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), today announced the publication of the research report "Real-time Unified Customer Engagement: How to Delight Empowered Customers," authored by Omer Minkara, Senior Research Analyst for the Aberdeen Customer Experience and Service Management practice.

The report examines the rapidly changing dynamics of contemporary buyer/seller relationships, and reveals that companies with an infrastructure that supports the exchange of customer information with all organizational stakeholders, on a real-time basis, achieve a 5.6% year-over-year growth in customer satisfaction rates. Additionally, an organization's ability to capture timely insights on customer requirements can help reduce the average customer request response time by 7.8% on an annual basis. To obtain a complimentary copy of this report, please visit:

View Omer Minkara's postings on the Aberdeen Group blog Research with Results.

Follow Omer on Twitter @omer_aberdeen

Additional recent research reports from Omer Minkara include "Customer Analytics: Converting Data into Insight for Superior Customer Experiences," "CXM and Product Communication: Does Your Content Speak Customer?," and "The Rising Financial Impact of Customer Service."

About Aberdeen Group, a Harte-Hanks Company

Enabled by its team of 40 research analysts covering 16 industry-sector categories, access to 35,000+ benchmarked enterprise decision makers, and 2.5 million research readers, Aberdeen Group -- a Harte-Hanks Company (NYSE: HHS) -- is the trusted advisor to global technology markets, providing corporations with insights that drive IT decisions. Aberdeen's independent, fact-based research and market intelligence is used by the Fortune 1000, Global 500, and Software 500.

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.

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