BOSTON, MA--(Marketwire - Jan 29, 2013) - Aberdeen Group, a Harte-Hanks Company (
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 at: http://vault.aberdeen.com/public/check-identity/newsletter/page.aspx.
About Aberdeen Group, a Harte-Hanks Company
Aberdeen Group, a Harte-Hanks Company (
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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