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0 (hodnocen0 x )

EB

ONLINE

First edition

New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2014

1 online resource (xiv, 116 pages)

ISBN 9781606497494 (electronic bk.)

ISBN 9781606497487 paperback

Service systems and innovations in business and society collection, ISSN 2326-2699

Print version: ISBN 9781606497487

Part of: 2014 digital library

Includes bibliographical references (pages 105-114) and index

Introduction: transitioning from products to services and solutions -- The service infusion continuum -- Company configuration for services and solutions -- Capabilities: skills, training, and technology -- Customization: balancing uniqueness with operational realities -- Collaboration with customers: engaging customers in service and solution design, development, and challenges to offering new services and solutions -- Conclusion: cultivating a service and solution -- Appendix 1. Research approach, resources, and methodology -- Appendix 2. Company interview guide -- About the authors -- Notes -- References -- Index.

Designed for executives in companies that manufacture or sell products, this book outlines the challenges of launching a service and solutions business within a product-oriented organization. The target audience-- manufacturers, industrial suppliers, technology firms, and other vendors of business goods--views 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. The authors visualize the transition from products sold to services rendered and identify the challenges that leaders will face during the transformation. To overcome those challenges, the book shows leaders how to manage change in five areas: corporate structure; corporate culture; organizational metrics of performance, growth and investment; individual skills and talent development; and core competencies of collaboration and customization..

* business-to-business * change management * classification of services * collaboration * customer centricity * customization * growth through service * integrated product services * integrated solutions * organizational culture * product-service systems * service continuum * service design * service infusion * service innovation * service leadership * service marketing * service scorecard * service strategies * service transition * service- oriented * service-centered, * servitization * solutions * solutions marketing

001778859

full

(Au-PeEL)EBL1753367

(CaONFJC)MIL824752

(CaPaEBR)ebr10910528

(MiAaPQ)EBC1753367

(OCoLC)923709208