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Webinar Service Economics profitable growth in economically challenging times
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Webinar Service Economics profitable growth in economically challenging times

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  • Successful service business have funded expansion into high added value services with sustained profitability from product related ‘ availability ’ services
  • Successful service business have funded expansion into high added value services with sustained profitability from product related ‘ availability ’ services
  • Successful service business have funded expansion into high added value services with sustained profitability from product related ‘ availability ’ services

Transcript

  • 1. Service Economics Profitable growth in economically challenging times Webinar 24th of August 2010 © 2010 - All rights reserved Noventum Service Management Consultants Ltd.
  • 2. We are specialised in Strategic Service Management Margin Growth Improvement
  • 3. Recent clients
  • 4. GDP per Sector Source: The World Factbook, CIA, March 2010
  • 5. Source: Noventum’s Manufacturing Survey 2009 High Value Service Business = Corporate Value
  • 6. Service Business Strategies Driven by
    • Price Driven
      • Commodity like proposition
      • Cost leadership and economies of scale is key to survival
    • Feature Driven
      • Slightly better perceived benefits
      • SLA based, high performance
      • Constant pressure to add extras
    • Brand Driven
      • Compelling value proposition
      • Solving complex service challenges
      • Globally-consistent services
      • Unique knowledge
      • Promoting experience
      • Superior Customer Experience
    • People Driven
      • Limited ability to differentiate on value proposition Long-term personal relationships
      • Understanding and addressing specific customer needs
      • Co-create solutions Continually build and maintain strong relationships
  • 7. Examples of Brand Driven Strategies
    • Compelling value proposition
    • Solving complex service challenges
    • Globally-consistent services
    • Unique knowledge
    • Promoting experience
    • Superior Customer Experience
  • 8. Understand customer needs first Market and customer needs Service propositions
    • strategic
    • delivery
    • support
    eBusiness Services premium service Risk Management Basic requirements national multi-site low freq ad- hoc volume Low margin strategic partners international multi-site Service delivery
    • Closing the loop to:
    • Improve Performance
    • Increase Profitability
    • Deliver Customer Satisfaction
  • 9. © 2010 - All rights reserved Noventum Service management Consultants Ltd. Relational brand values are the differentiators Product Values Service Values Quality Customization Responsiveness Reliability Competence Relationship Values Thought leader Understands my business Demonstrates Flexibility Customer Sacrifices Price Time Conflict Source: La Piere 2000 Alternatives
  • 10. Brand Driven Customer Experience
  • 11. Customer Experience Management - B2C Register service call Verify warranty Order service parts Supported quickly and professionally Quality Sustainability My machine ready for another 10 years Planning Customer Intake by phone Reception technician Intake via website Easy and stylish website Design & Functionality Customer Actions On-stage Back stage Customer Perception Brand values Customer visit
  • 12. Process requirements Manage Service Levels Report Performance What they promised is also delivered Reliable Knowledge Leadership I am impressed with their knowledge Research On-site training Equipment operator Lab manager Quarterly review Results interpretation Customer Experience Management - B2B Customer Actions On-stage Back stage Customer Perception Brand values
  • 13. Value created through service Type of Customer Relationship Initial marketing and sales cost Cost to Serve Gross Margins Product Support Warranty Availability Services Knowledge Driven Services Brand Driven Services Vendor Solution provider Trusted Advisor Strategic Business Partner Price Driven Feature Driven Brand Driven People Driven
  • 14. Maturity Levels in Services Warranty Services Availability Services Product Support Services Knowledge Driven Services Brand Driven Services Type of Business Cost Centre Cost Centre + Profit Centre Profitable Growth Strategic Differentiation Business Objective Repair / replace the product Make sure the customer is satisfied with the product and will repurchase Make sure the customer will enjoy the benefits of using the product High value added services, driven by knowledge of customer & technology Manage the total customer experience as expected by the customer
  • 15. Initial marketing and sales cost Cost to Serve Gross Margins The cost of a poor customer service strategy Type of Customer Relationship Warranty Services Availability Services Product Support Services Knowledge Driven Services Brand Driven Services Vendor Solution provider Trusted Advisor Strategic Business Partner
  • 16. Academic Board Client Teams Partners Roundtables Methods & Tools Consultants Idea Generation Through Research Opportunity Identification & Strategy Coaching & Operational Services Service Innovation Programme Strategic Advisory Performance Enhancement Insight Value Creation
  • 17. Thank you © 2010 - All rights reserved Noventum Service Management Consultants Ltd.