Strategic Service Management: Industry Trends

Post-sale Service is Reaching the “Tipping Point”

One of the more obvious indicators of a market reaching its “tipping point” is the amount of media coverage and research published by industry analysts, consulting firms and academic institutions on a specific topic.

Recently, the media’s coverage of post-sale service and Strategic Service Management has dramatically increased.   Additionally, leading companies, organizations and institution such as Aberdeen Group, AMR Research, Gartner Group and Forrester Research have published more than 20 research reports that conclude that as product margins dwindle under intense global competition, post-sale service is becoming increasingly strategic to harvesting revenue and profits and improving customer loyalty.

The following charts, graphs and quotes have been extracted from such research reports and illustrate a number of current and interesting trends related to post-sale service.