Aberdeen Whitepaper - Service Revenue: The State of the Market

10/19/2011 / Field Service / Workforce Trends / Erica Tuite

The attainment of revenue from service continues to be a major goal for service organizations in 2011.  A poll of Chief Service Officers (CSOs) in Aberdeen’s State of Service Management research (September 2010) found that 43% of service leaders identified revenue growth as the key goal for their businesses in 2011.  Subsequent function-specific polling in 2011 around field service, the contact center and service parts, as well industry-specific polling around high-tech and medical device organizations confirms the strategic focus on revenue from the service side of the business. 

This document highlights key trends in the pursuit of service revenue and document practices relied upon by leading service organizations to capitalize on the goodwill and loyalty of their customer base.

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