Service – A Leading Indicator for Excellence and Customer Satisfaction

 
 
 
Excellence in service doesn't come easy and its importance continues to rise in an ever more competitive environment as seen in Aberdeen's recent State of Service research where nearly 80% of respondents had a service leader in place with P&L responsibility for service (as compared to only 61% at the end of 2010). As service organizations look to extend and enhance service excellence, half of all Best-in-Class organizations (50%) have prioritized field service as an area for technology investment to improve customer service, drive revenues and cut costs. Join Aberdeen and SAP for this informative webinar to learn:
  • The state of the service market
  • The need for service differentiation in the field and parts management
  • Field service workforce management trends that enable Best-in-Class performance
  • Impact of mobile tools on customer service and technician utilization
You will also hear from Leigh Eastman, Senior Director, Consumer Services Group, Electrolux USA, an SAP customer, who will discuss the company's journey to create customers for life by improving its customer service interactions. Leigh will share how customer service agents have been working to develop strong relationships with Electrolux customers over the lifetime of their appliances, increasing customer loyalty.


About our Presenters:


Aly Pinder Jr., Senior Research Associate, Service Management, Aberdeen Group
Aly Pinder Jr. focuses on research that explores the best practices and technologies that enable service executives to improve post-sales service and the overall customer experience. Pinder covers topics related to mobile field service, reverse logistics, parts management, and the contact center. He also plays an integral role in maintaining and enhancing the social media strategy for the Service team. Pinder conducts service executive case study interviews to highlight the best practices identified in the service industry while building a community of Chief Service Officers that take part in Aberdeen's research.



Hansen Lieu, Director of Solution Marketing, SAP
Hansen Lieu is a Director of Solution Marketing at SAP. He has over 20 years of experiences in the IT industry, from development, implementation, product management, and marketing. In the last 12 years, he has been focusing on mobility, CRM, and particularly solutions for customer service. In his current role, Hansen is responsible for thought leadership, social media marketing, go-to-market strategy, and execution on the topic of customer service.




Leigh Eastman, Sr. Director, Consumer Services, Electrolux USA
Leigh Eastman, Senior Director of Consumer Services, has been with Electrolux since 2007 serving in a variety of roles. Her current role focuses on providing aftermarket support to enhance the ownership experience for the consumer as well as optimize the lifecycle profit of each appliance. Prior to Electrolux, she worked across multiple industries including consulting, lending, and manufacturing across multiple business areas including operations, finance, marketing, customer service and sales. Her diverse industry and discipline background has one common theme. Customers are the lifeblood of business and our business processes and strategies must be focused on optimizing that relationship whether is it externally or internally focused.