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.
| Author: Valarie a. Zeithaml |
| Publisher: Business Expert Press |
| Publication Date: Aug 15, 2014 |
| Number of Pages: 132 pages |
| Binding: Paperback or Softback |
| ISBN-10: 1606497480 |
| ISBN-13: 9781606497487 |
