Profiting From Services and Solutions: What Product-Centric Firms Need to Know
- ISBN-10
- 1606497499
- ISBN-13
- 9781606497494
- Category
- Business & Economics
- Pages
- 132
- Language
- English
- Published
- 2014-08-15
- Publisher
- Business Expert Press
- Authors
- Stephen W. Brown, Valarie A. Zeithaml
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.
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