The Evolution Of Mobile: Future Success Will Come In The Field

The top challenge facing service organizations in 2016 is not how they can improve their internal operations or the bottom line; it is what to do about the competition. And this isn’t just in the B2C world of consumer products – competition is creeping into the world of the manufacturer and the B2B service organization. As seen in Aberdeen Group’s State of Service Management in 2016: Empower the Data-Driven CSO (March 2016), competitive pressures are forcing service leaders to focus on delivering customer value and equipping the field team with the tools to excel beyond just meeting an SLA. This new focus is causing a seismic shift in the way leaders of service measure, train, manage, and invest in the service operation.