The Next Generation of Enterprise Support Services
By Catherine Jensen, Vice President, Support Services, PeopleSoft, Inc.

Service organizations can no longer afford to remain stagnant and deliver the same services. New service models and strategies must be adopted that can quickly be modified to meet the ever changing needs of the industry and the changing customer requirements and raised expectations.

The commoditization of products in the markets and increasing economic pressures to do more with less are driving companies to differentiate themselves through their service offerings. Product companies are now becoming service companies with a renewed focus on customers. As a result, new service models and strategies to drive customer loyalty and service revenue are coming about in this next generation of enterprise support services.