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FOR IMMEDIATE RELEASE
ServiceXRG Finds Implementing Strategic Technical Account Managers Yields Higher Financial Returns and Increased Customer Satisfaction
New research reveals that 71% of Technology companies report increased revenues directly attributed to technical account management program.
Wellesley MA, June 8, 2006 – Service Excellence Research Group, LLC (ServiceXRG), the leading industry resource for support and service industry professionals, announces that it has released a new research report, “Strategic Account Management - Best Practices for Technical Account Management.” The report reveals that the most prominent reasons for offering Technical Account Management (TAM) services are customer demand and differentiation of support offerings.
“TAM programs not only increase total revenue, they have proven to dramatically reduce the severity and resolution times of reported problems.” says Ladd Bodem, Principal, ServiceXRG. “They are not, however, merely technical programs. Overwhelmingly the most important success factor for Technical Account Managers is communication skills emphasizing their role in managing the customer relationship.”
This report explores how companies define and manage strategic accounts, as well as how they define and sell technical account management programs. This report also examines the skills, sources and compensation of technical account managers, and concludes with a review of the impact of well-defined account management strategies.
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
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