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
451 D Street, Suite 710
Boston, Massachusetts 02210-1928
Telephone: (617) 854-5200
Fax: (617) 723-7897
www.aberdeen.com
Contact Information: Media Contact:
Ian Michiels
Aberdeen Harte-Hanks
(925) 264-1824
ian.michiels@aberdeen.com