Industry Experts Reveal Keys to Realizing the True Value of Support and Service in Business

New Study Informs Executives How to Capitalize on the Potential Power Service and Support Organizations Have to Drive Business Growth.

Indianapolis, IN (May 27, 2009) –

Consona Corporation (Consona), a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, today announced the general availability of the white paper entitled, “Making Service and Support Your Revenue Engine: The Initiative that’s Too Important to Delay,” written by David Kay of DB Kay & Associates and Tim Hines of Consona. The paper explores the significant potential that service and support organizations have to drive business, and explains what is needed in an organization to empower this initiative.

Access “Making Service and Support Your Revenue Engine: The Initiative that’s Too Important to Delay” now at, or read below for further details on the contents of this paper.

Almost every part of the enterprise has evolved dramatically in recent years, as the Internet has redefined marketing and tightened supply chains, automation has streamlined factories, and IT has granted executives access to real-time operational data. However, in support and service organizations, obsolete beliefs regarding the nature of the sector are frequently preventing companies from capitalizing on its potential value. Outdated notions that support is a “necessary evil” or an expensive add-on with little quantifiable value are eclipsing the reality that support is an essential enabler of customer success and, thus, top-line growth. Ultimately, support makes customers successful, which in turn increases the company’s value to the customer, encourages product use and adoption, and drives loyalty, referrals, retention and repurchase. In short, the real value of support is the revenue it protects and creates.

Becoming the company’s revenue engine requires both leadership and the right technology. In this white paper, Kay and Hines outline guidelines on how support and service executives can draw back the curtain on their organizations to reveal them as drivers of customer loyalty, revenue and profit. They also explore the technology tools that are needed to handle the unification and redistribution of valuable customer information through the integration of case management and knowledge management systems, as well as robust customer experiences for self-help and support communities.

“Service and support is the new marketing and sales, and brands are driven through service and support interactions,” write Kay and Hines. “Today’s business models put a premium on customer retention, and loyalty is taking center stage as the primary driver of profitability. The executives that understand this new vision will stand out from the crowd, and the teams that execute on this vision will prosper. Especially in this economy, when revenue and profit are on the line, there’s no time to lose.”

“In the CRM industry, we know that every business looking to make the most of their resources needs to stop and consider how support and service drives customer loyalty, revenue and profit,” said Tom Millay, general manager of Consona CRM. “David Kay and Tim Hines are industry thought leaders with deep technology experience, and the expertise they offer in this study will be invaluable in guiding the initiatives of service and support executives.”

About Consona Corporation and Consona CRM

Consona Corporation is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes. Consona is dedicated to becoming a valued business partner by helping each and every customer continuously improve business processes over time. Toward this mission, Consona invests in the people, processes, technology and tools needed to provide its customers with a unique combination of customer care; product fit; a broad range of consulting, IT and business services; and industry expertise. Consona serves more than 4,500 customers worldwide and across a variety of industries. Battery Ventures and Thoma Bravo jointly own Consona. Consona CRM is a product line and operating division of Consona Corporation. For medium to large enterprises with customer service or technical support operations who need to both improve customer satisfaction and reduce costs, Consona CRM’s software product suite facilitates effective and efficient customer interactions and resolution of customer issues across all channels and communities. For further information on Consona CRM, visit For further information on Consona, visit, e-mail info(at), or call (888) 8 CONSONA.

Source: Consona