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Do customers change their expectations of service based on the size of the company providing the service? Does it matter if you have 5 or 50,000 technicians? Can service be delayed or simply just not up to par because the service resources available are minimal?

As a result of empowered customers and competition, no longer can service deliver ‘good enough’. Even SMB service teams need to deliver the highest level of service to their customers. As seen in Aberdeen Group’s recent report, David vs. Goliath: Can an SMB Field Service Team Defeat Major Service Issues (January 2016), the top challenge for SMB teams is increased customer expectations on service. In order to deliver for the customer, SMBs must invest in technology and process improvements to efficiently resolve customer issues and drive differentiation. To learn how SMB field service teams are wowing their customers, please download my latest report HERE.

Aly Pinder Jr
Senior Research Analyst
Service Management
aly.pinder@aberdeen.com or @pinderjr

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