BOSTON, MA--(Marketwire - January 13, 2009) - The current economic climate has forced many
organizations to re-think their strategic approach to operational
execution, particularly as it pertains to the contact center. For many
organizations, the contact center has become a critical component to
achieving strategic goals because it is the heart of customer-facing
activities, such as customer service or telemarketing. Unfortunately, many
organizations are constrained by an eclectic mix of integrated technologies
and proprietary solutions. Both front and back office operations can
benefit from tighter integration between technology solutions, data,
processes, and resources. A recent research study titled, "Enterprise
Performance Optimization: Understanding the Customer-Focused Organization,"
conducted by Aberdeen Group, a Harte-Hanks Company (
NYSE:
HHS), finds that
69% of survey respondents believe the number one strategy for reducing cost
and improving the customer experience is to gain a deep understanding of
the link between back-office operations and customer service. Aberdeen's
report reveals that the Best-in-Class achieve superior performance by
taking a customer-centric view of organizational resources and initiatives.
To obtain a complimentary copy of the report, visit:
http://www.aberdeen.com/link/sponsor.asp?cid=5513.
"A customer centric approach requires deep knowledge of customer
satisfaction, buying behavior, and a foundation of customer data to ground
strategic decisions about what to sell and how to sell it," explains Ian
Michiels, Research Director and Customer Management Technologies Practice
Leader at Aberdeen. "Enterprise Performance Optimization is an emerging
class of technologies and processes designed to maximize spending, reduce
costs, and ultimately increase revenue. Best-in-Class organizations exhibit
an increasing focus on customer centric strategies which provide the
foundation for EPO initiatives. EPO uses the tactics and processes in front
office operations and applies them to back office operations to maximize
profit, revenue, and employee satisfaction."
The report demonstrates the value of collectively leveraging organizational
practices in process, performance measurement, knowledge management, and
technology to provide a foundation for Enterprise Performance Optimization.
By combining organizational capabilities and technologies, such as
automated workflow and integrated analytics, Best-in-Class companies are
able to positively affect customer retention and average revenue per
contact.
The research educates readers about the various aspects of Enterprise
Performance Optimization. The report also identifies Best-in-Class
performance as a result of back and front office integration and the use of
key technology solutions, compared to the Industry Average and Laggards. A
complimentary copy of this report is made available due in part to the
following underwriters: Aspect Software and Knowlagent. Furthermore this
research is being disseminated to the market through the support of various
media outlets, such as the ECT News network and ITO America. To obtain a
complimentary copy of the report, visit:
http://www.aberdeen.com/link/sponsor.asp?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.
© 2008 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