Customer Actions On-stage Back stage Customer Perception Brand values Register failure Check warranty Parts Ordering Quick and profes-sional support Quality Sustainability My machine is more than 10 years old and works perfectly Planning Customer Visit Customer Contact Centre Technician appointment Notification of failure by website Website is simple and efficient Design & Functionalities
Action priority Two : High value service propositions.
Strengthen the service propositions with high value adding services: - Focus on customer revenue growth, cost containment, sustainability and risk reduction.
Customer insight research
Customer experience management ( as defined above)
Service proposition development for service profitable growth
Maturity Levels in Services Action priority Two : High value service propositions. Transformation services Long term risk and benefit sharing. Transform the company business by putting the service as the hart of the value proposition. . Warranty Services Availability Services Product Support Services Knowledge Driven Services Experience Driven Services Type of Business Cost Centre Cost Centre + Profit Centre Business centre Long term strategic partner Business Objectives Repair / replace the product Make sure the customer is satisfied with the product and will repurchase Make sure the customer perceive the benefits of the product and the service Provide the customer with high value added services, driven by knowledge of customer & technology Support the customer strategic and operational business objectives.
Key Finding priority Two : High value service propositions. Value created through service Joint Companies. Type of Customer Relationship Vendor Solution provider Trusted Advisor Strategic Business Partner Feature Driven Brand Driven People Driven Warranty Services Availability Services Product Support Services Knowledge Driven Services Experiences Driven service Transformations services
Action priority Three: High quality service delivery
Focus on high quality service delivery:
People development: Management practices and Competency management
Operational excellence in services: Service delivery standardisation, Partner management and certifications
Service process & IT management: Service to link processes to main CRM solution
Final Business Case Service proposition development and deployment blue print Launch and monitor during early life Deploy for Service Life Cycle Management. Action priority Four: Structured service design and deployment.
Use a systematic service design and deployment process to achieve consistent, reliable, repeatable and sustainable solutions:
Audit and recommendations Assistance in change management and project management Assistance to Redesign Assistance to roadmap Assistance to Pilot Assistance to qualify Assistance to deploy Awareness and Education Action priority Four: Structured service design and deployment
Develop consulting selling methodologies and skills
Develop highly customisable modules
Knowledge Driven Services Experiences Driven service Transformations services
Key Finding priority Five: More remote support
Establish more effective remote support to reduce cost, enabling the next generation of remote services:
Service organisation as part of the product development process and team to ensure more and more remote serviceability
Knowledge based systems must be developed by product development team (rule based reasoning systems) and by service team during product life (case based reasoning systems)