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 [...]

We have an incredible line-up of speakers for our second annual Chief Marketing Officer’s summit being held in San Francisco on September 9-10:

Interesting article on CRM Buyer by Alex Jefferies based on some recent research we worked on together.
CRM and contact management tools centralize all the information a company has on a client and make it easy for coworkers to share knowledge. When a small company decides it’s time to move to a more robust tool, it [...]

From CRM Buyer (With Alex Jefferies)
01/29/09 4:00 AM PT
Organizations considering contact management or customer relationship management solutions must evaluate the sales model of their organization and implement the solution that aligns best with their business needs. It all depends on who talks to whom, write Aberdeen’s Andrew Boyd and Alex Jefferies.
The budget cuts and spending [...]

By Andrew Boyd and Alex Jefferies
CRM Buyer
09/18/08 4:00 AM PT
New technologies are enabling customers to find out more about your company — and your competitors. This presents a new challenge for sales forces, which now have to interact with better-informed buyers. New Aberdeen research indicates 5 factors companies should focus on to improve their sales [...]

By Andrew Boyd and Sumair Dutta
Posted on CRM Buyer
07/13/08 4:00 AM PT
Successful warranty management executives are deploying analytics technology and maintaining warranty performance data in central knowledge warehouses. Such initiatives can help reduce warranty claim processing time and increase customer satisfaction.
Despite progress made against key warranty chain improvement initiatives, service and warranty management executives still [...]

In our 2007 annual state of the market report, market awareness was the second top rated sales and marketing priority (at 43%); yet in this year’s report only 29% of respondents thought that this was a top priority. Interestingly, in the same time period, market leadership as a doubled in importance (from 12% to 24%). [...]

Another article that I published last month… enjoy.
By Andrew Boyd
CRM Buyer
10/01/07 4:00 AM PT

Sales teams are missing revenue targets, not hitting quota and facing stalled opportunities as organizations strive to remain competitive and service increasingly discerning customers. In response, sales managers are still focused on lead quality, but they’ve also shifted their focus to increasing [...]