Service Delivery Optimization: Managing Outsourced Service Partners to Drive Customer Satisfaction and Profitability, Free Aberdeen Group Research Report

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Service Delivery Optimization: Managing Outsourced Service Partners to Drive Customer Satisfaction and Profitability

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"Service Delivery Optimization: Managing Outsourced Service Partners to Drive Customer Satisfaction and Profitability"

Find out how you can achieve Best-in-Class results. Access Your Complimentary Copy Today. This $399 Value Offer Expires 7/3/2009.

Best-in-Class companies enjoy a 90% customer satisfaction rate.
Best-in-Class companies experience a customer retention rate of 89%.
Best-in-Class companies have seen a 26% increase in total service revenue over the past two years.

To successfully establish and maintain service as a strategic line of business, Original Equipment Manufacturers (OEMs) must address key issues such as determining the optimal mix of in-sourcing versus outsourcing, selecting the right partners for the right tasks, managing mix and channel quality over time, and providing adequate resources to their service delivery partners. At the same time, Independent Service Organizations (ISOs) and Service Providers also need to focus on earning – and keeping – their place in the service chain, considering partnerships with other ISOs, and understanding the OEMs' goals and expectations from the start of the relationship.

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