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

Aberdeen Publishes Customer Experience & Service Management, and Networking & 
App Performance Research 
Research Workforce Management, CIO/CMO Alignment, Network and
Performance Optimization 
BOSTON, MA -- (Marketwire) -- 02/14/13 --  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
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 Vi
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. 
Copyright 2013 Aberdeen Group, Inc., a Harte-Hanks Company
 451 D
Street, Suite 710
 Boston, Massachusetts 02210-1928
 Telephone: (617)
 Fax: (617) 723-7897
Media Contact:
Douglas Jensen
Aberdeen Harte-Hanks 
(617) 854-5397
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