SOURCE: Aberdeen Group

Aberdeen Group

February 03, 2009 12:27 ET

Creating a Customer-Focused Organization for Heightened Customer Retention

Best-in-Class Companies Change the Game in 2009 by Integrating the Front and Back Office

BOSTON, MA--(Marketwire - February 3, 2009) - A renewed focus on customer retention and customer satisfaction becomes critical to reaching business objectives as organizations battle the current economic downturn. Top performing organizations are rapidly recognizing the need to leverage synergies across the front and back office, starting in the contact center. Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), conducted a recent study, "Enterprise Performance Optimization: Understanding the Customer-Focused Organization," that found that 69% of survey respondents believe that gaining a deeper understanding of the link between back-office operations and customer service is a top strategic approach for reducing cost and improving the customer experience. As all companies search for ways to leverage existing resources, aligning the back-office with corporate operational goals is the first step towards improving the customer experience. To access a complimentary copy of the report, visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=5513.

Best-in-Class organizations are establishing a new paradigm in business performance management. These top performing organizations are increasingly viewing enterprise performance from a holistic standpoint which blends front and back office operations by leveraging best practices in each function across the entire organization. Why is this such a powerful concept? What if the same workforce management (maximizing resource allocation and productivity) techniques that are applied in the contact center were applied to the entire organization to maximize profit and productivity? The report explores how these types of synergies between the front and back office are contributing to top performing organizations and their market leading positions in one of the worst economic climates in recent history.

A complimentary copy of this report is made available due in part to the following underwriters: Aspect Software and Knowlagent. To access a complimentary copy of the report, visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=5513.

For additional access to complimentary Customer Management Research, please visit http://research.aberdeen.com/index.php/-customer-management

About Aberdeen Group, a Harte-Hanks Company

Aberdeen is a leading provider of fact-based research and market intelligence that delivers demonstrable results. Having benchmarked more than 30,000 companies in the past two years, Aberdeen is uniquely 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 Aberdeen http://www.aberdeen.com or call (617) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748 or go to http://www.harte-hanks.com.

© 2009 Aberdeen Group, Inc., a Harte-Hanks Company
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