Profiting From Services and Solutions

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 competitionincreased 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.