Aberdeen's Service Management Research Practice Renamed "Customer Experience
and Service Management"
Research Practice Will Highlight Customer Experience as an Integrated
Element of Successful Service Initiatives
BOSTON, MA -- (Marketwire) -- 01/29/13 -- Aberdeen Group, a
Harte-Hanks Company (NYSE: HHS), today announced that it has renamed
its "Service Management" research practice to "Customer Experience
and Service Management" to more accurately represent the increased
research emphasis on all aspects of customer engagement and support,
delivered via the contact center, social media, the web, or in the
field such as repair, replacement, or installations.
The Aberdeen Customer Experience and Service Management (CESM)
research practice will conduct research -- and report on -- strategic
customer management initiatives planned by enterprises worldwide to
drive business growth, specifically those tied to service lifecycle
management, field service management, service parts management, and
enterprise-level customer experience management. Research findings
from the CESM practice will support Chief Service Officers (CSOs),
Customer Care, Operations, Customer Service, Customer Management, and
IT executives, by providing the data-driven insights required to make
better-informed business decisions.
"In what remains a volatile economic climate and competitive market
environment, enterprises are now paying close attention to the
quality of the experience delivered to their customers across all
touch points," according to Sumair Dutta, Vice President and
Principal Analyst for the Customer Experience and Service Management
research practice. "Customer experience management is a natural
extension of Best-in-Class customer service management. While
organizations wish to create satisfied customers, what they typically
want are loyal and committed customers serving as brand advocates for
the enterprise, as well as supporting financial health of the
business through continuous purchase of its products and services. To
achieve this, the customer experience must be connected across vital
functions such as marketing, sales, service and renewal."
In addition to Sumair Dutta, and Senior Research Associate Aly
Pinder, Research Analyst Omer Minkara joins the CESM research
practice. During his tenure at Aberdeen, Minkara has covered contact
center and CEM trends, and best practices extensively. His research
findings have been applied by executives worldwide to build and
nurture strategic customer engagement programs. Minkara has a
financial background with PricewaterhouseCoopers in Europe, and holds
an MBA from Babson College.
To receive regular updates from the Aberdeen Group Customer
Experience and Service Management research practice, please register
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.
Copyright 2013 Aberdeen Group, Inc., a Harte-Hanks Company
Street, Suite 710
Boston, Massachusetts 02210-1928
Fax: (617) 723-7897
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