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Profiting From Services and Solutions by Stephen W. Brown, Valarie A. Zeithaml

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Chapter 6

Collaboration with Customers

Engaging Customers in Service and Solution Design, Development, and Delivery

VWR International is the world’s second largest laboratory supply and distribution company. It supplies its scientific laboratory customers with over 8,000 different items. VWR had become an expert in the myriad of activities associated with running a laboratory, but it struggled to differentiate itself from its competitors. After working closely with customers to design a robust set of services, VWR’s leaders realized that the company could capitalize on its customers’ interest in science and expertise in scientific research, facilities management, and operations. The company launched a new brand, “VWR Catalyst,” to collaborate ...

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