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The choice for service and support executives is simple. Do you want to be managed down as a cost center or squeezed as a direct profit center? Or do you want to take your proper place in the boardroom as the chief customer advocate and the driver of customer loyalty, revenue, and profit?

In this paper, industry thought leaders David Kay and Tim Hines explore the astonishing power service and support organizations have to drive the business, as well as explain what's needed to make that happen: a new kind of technology that tightly integrates case tracking with knowledge into a seamless whole, using knowledge to improve the resolution of every customer case.

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