I spent some time over the past few days reviewing our recent service management research in preparation for Aberdeen’s 4th Annual Chief Service Officer’s Summit on October 8&9.  Like most business functions, the service management landscape has evolved considerably over the past year. Not surprisingly, the economy has impacted service budgets and the subsequent purchase [...]

Again, the team at Aberdeen has put together a phenominal line-up of speakers for the fourth annual Chief Service Officer’s Summit in Boston:

The second-annual Aberdeen Group CMO Summit is next week (Sept 9 & 10) in San Francisco. In preparation for my opening remarks, I thought that it would be interesting to review my notes from last year’s event – one year and (in marketing/dog years) a lifetime ago.  Below are some of my observations and key [...]