Through ongoing member interviews, surveys, conferences and summits, the SSPA has identified the 6 toughest business issues impacting service and support organizations. For companies that want to differentiate competitively based on quality of service, responding appropriately to these issues is critical. Innovation in process and technology is required to meet these challenges head-on and lay the foundation for success in the years to come.

This research brief addresses 1 of these 6 key strategic issues: How to Translate Good Service into Market-Share Advantage.