Discription

Designed for executives of companies that manufacture or sellproducts and students in an MBA program, this book outlinesthe challenges of launching a service and solutions businesswithin a product-oriented organization. You might view servicesand solutions as a means to financial growth, reducedrevenue volatility, greater differentiation from the competition,increased share of customer budget, and improved customersatisfaction, loyalty, and lock-in; but the authors visualize thetransition from products sold to services rendered and identifythe challenges that leaders will face during the transformation.Inside, the authors provide a framework—the service infusioncontinuum—to describe the different types of servicesand solutions that a product-rich company can offer beyondwarranties, call centers, and websites that support customersin their use of products.