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Overview: It is tempting to react to the downturn in the
economy by cutting costs across the board, including
investments in customer satisfaction. However,
customers will not put up with poor service in any
economy. Investments in service management today
will not only lead to improved customer satisfaction,
but ultimately customer retention.
Of course, these investments must be made
wisely. One attractive option is to deploy service
management software using the software-as-a-service
(SaaS) model. The SaaS model offers several financial
advantages including lower upfront costs, reduced
operating costs, and the tax advantage generated
when costs are shifted from capital expenditure to
operational expenditures.
This white paper examines why companies are
continuing to invest in service management in light of
today's focus on relentless cost cutting and how SaaS
can be of benefit both financially and operationally.
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