Profiting From Services and Solutions, livre ebook

Designed for executives of companies that manufacture or sell
products and students in an MBA program, this book outlines
the challenges of launching a service and solutions business
within a product-oriented organization. You might view services
and solutions as a means to financial growth, reduced
revenue volatility, greater differentiation from the competition,
increased share of customer budget, and improved customer
satisfaction, loyalty, and lock-in; but the authors visualize the
transition from products sold to services rendered and identify
the challenges that leaders will face during the transformation.
Inside, the authors provide a framework—the service infusion
continuum—to describe the different types of services
and solutions that a product-rich company can offer beyond
warranties, call centers, and websites that support customers
in their use of products.
List of Figures and Tables ....................................................xi
Preface ....................................................xiii
Chapter 1 Introduction: Transitioning from Products to
Services and Solutions......................................................1
Chapter 2 The Service Infusion Continuum......................................5
Chapter 3 Company Configuration for Services and Solutions........33
Chapter 4 Capabilities: Skills, Training, and Technology.................43
Chapter 5 Customization: Balancing Uniqueness with
Operational Realities......................................................55
Chapter 6 Collaboration with Customers: Engaging Customers
in Service and Solution Design, Development, and
Delivery..........................................................................65
Chapter 7 Challenges to Offering New Services and Solutions........75
Chapter 8 Conclusion: Cultivating a Service and Solution
Culture...........................................................................83
Appendix 1 Research Approach, Resources, and Methodology..........87
Appendix 2 Company Interview Guide.............................................95
About the Authors..................................................................................97
Notes..................................................................................................101
References............................................................................................105
Index..................................................................................................115