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FOR IMMEDIATE RELEASE
ServiceXRG Finds Segmenting Customer Support Services Yields Higher Financial Returns
New research discovers that less than one-third of IT companies have formal strategies in place to segment customers based on service needs
Wellesley MA, April 10, 2006 – Service Excellence Research Group, LLC (ServiceXRG), a leading industry resource for support and service industry professionals, announces that it has released a new research report, “Customer Segmentation - Strategies and Best Practices for Service and Support.” The report reveals that while developing specific, segmented customer service programs results in higher support contract value, less than one-third of the companies surveyed for the report have these types of programs in place.
“Getting to know who your customers are and what they need and expect from you is the critical first step in developing a long-term profitable relationship,” says Tom Sweeny, Principal, ServiceXRG. “Those companies that take the time develop programs and practices based on the unique needs of customer segments benefit from higher support contract performance.”
The study provides a quantitative perspective on service segmentation practices and effectiveness, and introduces the five imperative elements to establishing a successful customer segmentation strategy.
About ServiceXRG
ServiceXRG specializes in helping companies develop and execute service and support strategies that strengthen customer relationships and optimize financial performance from service operations. ServiceXRG’s research provides a balanced perspective of the IT services industry with views from users, service professionals and suppliers to the IT services industry.
ServiceXRG combines years of real-world service industry expertise with a unique ability to collect, analyze and present high quality industry data. ServiceXRG provides custom benchmarking, competitive analysis, customer satisfaction assessment, and a series of reports on industry trends and best practices. For more information, visit www.servicexrg.com.
Contacts:
Thomas Sweeny
Service Excellence Research Group, LLC
978.448.3166
tsweeny@servicexrg.com
Alison Harris
Harris Media Services
207.829.4500
alison@harrismediaservices.com
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