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Service Management for SMBs: Employing a Strategic Approach

Description: Product-based profits have continued to diminish in the face of increased global competition and rising costs. Service organizations that have turned to strategic operations with financial and operational goals serve as profit centers from which companies can derive additional revenue rather than incur additional costs, and their primary method of competing in the marketplace is through superior customer service. Operating as a profit center is not unique to the service organizations of large companies, but has indeed taken root even among the smallest firms.

Publisher: Aberdeen Group