Improving Support Operations Through Business Intelligence

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Source: EMC

Date: December 2009

Type: White Paper

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Overview: Based on lessons from a transformational "management-by-metrics" initiative at EMC, this EMC Perspective illustrates how such a data-driven approach to customer support can help organizations unify and improve service quality across growing and diverse product portfolios and geographies, integrate acquisitions, shape product development, streamline field operations, and provide customers with a more satisfying support experience.

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