SOURCE: Aberdeen Group

Aberdeen Group

October 06, 2009 11:19 ET

Leading Companies Unlock the Strategic Value of Technical Communications

Top Performers Drive a Simultaneous 41% Increase in Their Customer Satisfaction Scores and a 41% Decrease in Call Volume to Customer Support

BOSTON, MA--(Marketwire - October 6, 2009) - Technical Communications as a Profit Center, a recent study by Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), indicates that when approached strategically, technical communications departments stand to provide significant customer-facing value. While untracked by many companies, Aberdeen found that among top performing companies, this includes a 41% decrease in inbound calls to customer support and a 41% increase in their customer satisfaction scores.

Aberdeen's report provides more detail about the often overlooked value product documentation contributes as well as how top performers drive as much as eight times the benefit as their competitors. Complimentary access to this report is available for a limited time at: http://www.aberdeen.com/link/sponsor.asp?cid=6017.

"These findings confirm a great deal of the value those within technical communications have long articulated they provide," said David Houlihan, Senior Research Associate with Aberdeen's Product Innovation and Engineering practice. "For most companies, however, technical communications must remain within tight operational requirements that prevent them from providing their potential value. Aberdeen's data clearly indicates that those performers that are living up to this potential are successfully balancing a high level of efficiency with a focus on responding to customer expectations with high quality documentation."

By identifying the proven steps adopted by top organizations, Technical Communications as a Profit Center provides a guide for organizations seeking to turn technical communications into a source of strategic business value.

A complimentary copy of this report is made available due in part by the following underwriters: Adobe and JustSystems. To obtain a complimentary copy of the report, visit: http://www.aberdeen.com/link/sponsor.asp?cid=6017.

Visit Research.Aberdeen.com for additional access to complimentary Product Innovation and Engineering 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 Aberdeen or call (617) 854-5200, or to learn more about Harte-Hanks, call (800) 456-9748.

© 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

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