SOURCE: Aberdeen Group

Aberdeen Group

February 14, 2013 10:35 ET

Aberdeen Publishes Customer Experience & Service Management, and Networking & App Performance Research

Research Workforce Management, CIO/CMO Alignment, Network and Performance Optimization

BOSTON, MA--(Marketwire - Feb 14, 2013) - Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), today announced the publication of new research reports from its Customer Experience & Service Management, and Networking & Applications Performance research practices.

The "Field Service 2013: Workforce Management Guide" research study by Sumair Dutta, VP and Principal Analyst, for the Customer Experience and Service Management research practice at the Aberdeen Group, details how leading organizations have been able to better manage their field service teams to drive a year-over-year 11.4% increase in field worker productivity, an increase achieved while growing top-line revenue and holding field service costs constant in order to yield a more profitable service enterprise. To achieve these results, leading organizations exhibited a comprehensive focus on all components of field service workforce management, beginning with hiring, training and personnel development, and extending to demand forecasting, resource planning and field service scheduling. To obtain a complimentary copy of this report visit:

The "Enhancing Customer Experience through CIO and CMO Alignment" research study by Omer Minkara, Research Analyst, Customer Experience and Service Management (Contact Center), illustrates the positive impact of marketing and IT collaboration in driving customer satisfaction across multiple channels. Organizations where marketing and IT work collaboratively to streamline multi-channel customer data capture, storage, and utilization processes reap substantial rewards associated with growth in annual company revenue, compared to those that lack such initiatives. To obtain a complimentary copy of this report visit:

The first of three research reports authored this month by Jim Rapoza, Senior Research Analyst for the Aberdeen Networking and Application Performance research practice, "The Move to Virtual Desktops and Applications and the Strain it Adds to Corporate Networks" analyzes how virtual desktop and application technologies are making it possible for businesses to effectively control and deliver operating systems and applications throughout their workforce. This reports reveals how organizations invested in the performance management of virtual desktops tend to have a high level of visibility into key performance management metrics. To obtain a complimentary copy of this report, please visit:

Next from Jim Rapoza, "Network Optimization and Performance Management for the Global Organization" examines how businesses have essentially become global companies, serving customers, partners and employees in countries around the world, which requires high quality network and application connections everywhere. Applying network performance and optimization capabilities to a global network involves working around varying network types, carriers, platforms and other hurdles. This report looks at how one company addressed the challenge of bringing high-performing applications to their globally distributed offices and analyzes how strategies such as cloud or service-based performance optimization tools can help organizations meet the performance management challenge of the global enterprise. To obtain a complimentary copy of this report, visit:

Finally from Jim Rapoza,"Pushing Application Performance Optimization Past the Development Stage" looks at how many organizations take a developer-oriented approach to creating high performing and reliable applications. Aberdeen research has shown that many companies that focus on application optimization and acceleration in the development phase do not have the same level of commitment to ongoing performance management such as monitoring, problem resolution, and real-time optimization. This report addresses how some organizations take this developer-only focus on application acceleration, and analyzes the performance trends that are moving businesses towards managing all phases of application development, deployment, and maintenance. 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 16 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.

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