From Data to Profits: Ingredients for Successful Data-Driven Business Development

This webinar was recorded as part of the series by the CSL Community of Practice on Monetizing Data and Analytics. Any profitable digitization strategy starts with a business model.   Business Model Framework Why going digital? What is the business objective? (Objective) Who are the customers? What are their jobs-to-be-done? (Customers) What is the company offering? (Value proposition) …

ANY WAY GOES: IDENTIFYING VALUE CONSTELLATIONS FOR SERVICE INFUSION IN SMES

Any Way Goes: Identifying Value Constellations For Service Infusion In SMEs Christian Kowalkowski, Hanken School Of Economics Lars Witell, Linköping University Anders Gustafsson, Karlstad University In competitive markets, firms seek new ways to differentiate their business, including an increased focus on service, often referred to as service infusion. Of the studies that seek to understand …

From Products to Services and Solutions. Embracing Customer Centricity in B2B

Interview with Mary Jo Bitner and Stephen W. Brown, co-authors of the book “Profiting From Services and Solutions: What Product-Centric Firms Need to Know”. The interview was recorded in July, 2014, when the book first came out. Podcast Transcript This podcast was brought to you by the Center for Services Leadership, a ground-breaking research center …

Differentiating on the Human Experience to Drive Customer Loyalty and Growth

By M. Bridget Duffy, MD In an era that challenges healthcare organizations to do more with fewer resources, patient experience is often considered an add-on. However, in an increasingly competitive environment, organizations can no longer solely focus on stripping out waste and reducing costs. A growing body of evidence points to the human experience as …

Profiting from Services and Solutions

click on the slide to begin the webcast Leaders of product-based companies are under an enormous pressure to stay competitive by shifting revenues from selling goods to delivering services and solutions. Yet few executives realize the extent to which they must change their organizations to succeed in growth through services. In this webcast, Dr. Mary …

Development of New B2B Solutions: Results of a Benchmarking Survey

Earlier this year Solutions Insights Inc. conducted a benchmarking survey designed to better understand the issues that B2B companies face in developing new solutions. The survey explored the following questions: •    Current importance and relevance of solutions •    Identification of the stakeholders who are involved •    Key processes required •    The level of process standardization …

Managing the Customer Portfolio to Improve Service and Financial Performance

By Beth Walker and Crina Tarasi Few firms consider “whether all of their individually desirable customers are, from the standpoint of risk, desirable collectively” (Dhar and Glazer 2003). Dr. Beth Walker, Arizona State University, and Dr. Crina Tarasi, Central Michigan University, present the findings of two papers that highlight the importance of considering the likely …