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.
Table of contents
- Cover
- Half Title
- Title Page
- Copyright Page
- Dedication Page
- Abstract
- Contents
- List of Figures and Tables
- Preface
- Chapter 1 Introduction: Transitioning from Products to Services and Solutions
- Chapter 2 The Service Infusion Continuum
- Chapter 3 Company Configuration for Services and Solutions
- Chapter 4 Capabilities: Skills, Training, and Technology
- Chapter 5 Customization: Balancing Uniqueness with Operational Realities
- Chapter 6 Collaboration with Customers: Engaging Customers in Service and Solution Design, Development, and Delivery
- Chapter 7 Challenges to Offering New Services and Solutions
- Chapter 8 Conclusion: Cultivating a Service and Solution Culture
- Appendix 1 Research Approach, Resources, and Methodology
- Appendix 2 Company Interview Guide
- About the Authors
- Notes
- References
- Index
- Ad Page
- Back Cover
Product information
- Title: Profiting From Services and Solutions
- Author(s):
- Release date: August 2014
- Publisher(s): Business Expert Press
- ISBN: 9781606497494
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