Profiting From Services and Solutions

Book Description

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.

Product Information

  • Title: Profiting From Services and Solutions
  • Author(s): Valarie A. Zeithaml, Stephen W. Brown
  • Release date: August 2014
  • Publisher(s): Business Expert Press
  • ISBN: 9781606497494