Next from Minkara, "CXM and Product Communication: Does Your Content Speak Customer?" indicates that the empowered customer trend is fundamentally changing the nature of product communications. Companies that tailor their online product communications are able to generate 64% greater average profit margin per customer. This report illustrates the best practices that help companies tailor their product communications to the individual needs of each customer without increasing organizational burdens. To obtain a complimentary copy of this report, please visit: http://www.aberdeen.com/Aberdeen-Library/8513/AI-customer-experience-management.aspx
Also from Minkara,"Workforce Optimization in the Contact Center: Secrets to Improve Agent Performance" shows that adopting workforce optimization practices helps leading contact centers to improve customer satisfaction by 9.1% year-over-year while enjoying an average first-contact resolution rate of 82%. Findings indicate that companies incur signicant revenue losses due to inefficient agent workforce management processes. This report outlines how the leading contact centers are able to minimize these excess costs while increading both employee and customer satisfaction. To obtain a complimentary copy of this report, visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=8524&camp=2.
Finally from Minkara, "The Rising Financial Impact of Customer Service" helps companies address the challenge of proving the bottom-line impact of customer service, and provides businesses with several different perspectives that can be used to quantify the business benefits of customer service activities. One of these perspectives is profit margin; findings reveal that service activity profit margins are 10.7% greater than those on products -- validating the direct benefits of focusing on service excellence. To obtain a complimentary copy of this report, please visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=8476&camp=2.
About Aberdeen Group, a Harte-Hanks Company
Enabled by its team of 40 research analysts covering 16 industry-sector categories, access to 35,000+ benchmarked enterprise decision makers, and 2.5 million research readers, Aberdeen Group -- a Harte-Hanks Company (NYSE: HHS) -- is the trusted advisor to global technology markets, providing corporations with insights that drive IT decisions. Aberdeen's independent, fact-based research and market intelligence is used by the Fortune 1000, Global 500, and Software 500.
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.
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