Profiting From Services and Solutions: What Product-Centric Firms Need to Know (UK PROFESSIONAL BUSINESS Management / Business)

by Valarie A. Zeithaml (Author), Stephen W. Brown (Author)

• New

  Paperback
  2014

  $19.16

  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.