5. Traditional product revenues are declining Extract Commodities Make Goods Deliver Services Stage Experience Customisation Commoditisation Commoditisation Customisation
6. Extract Commodities Make Goods Deliver Services Stage Experience ±0.03 ±0.15 ±1.00 ±4.00 Price per coffee cup
7. Un-met customer needs drive growth Observable Explicit Tacit Latent Know Feel Dream Do Use Say Think
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9. 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
15. Score adds up to above 100% as multiple answers were allowed
16. Different Services Growth Strategies Existing Services New Services Service Offering Partnering / Acquisitions Speed of growth Organic Expand Existing Capabilities Acquire New Capabilities Develop Existing Capabilities into New Quick Wins: Make Better Use Of Existing Capabilities
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22. 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
Growth drivers Un-met customer needs B2B Customers focus on core capabilities Increased willingness to partner with suppliers Increasing complexity such as Technology Business Environment Customer demands Increasing customer expectations Changing demographics The result is a given… The value is in the experience
Business case Low fixed capital requirement Drivers are: Knowledge Brand values Innovation People High growth rates High profitability Creation of sustainable competitive advantage
What are the challenges to generate growth with services? 1. Need to fully understand customer needs 2. Lack of innovation 3. Need to better utilise knowledge gained 4. Lack of understanding what investment in services development means 5. Recognition of strategic importance at C-level 6. Other: Please provide your text input to the webinar moderator
Challenges to generate growth Need to fully understand customer needs Lack of innovation Need to better utilise knowledge gained From front line staff About Technology Markets & competitors Customer situations and context Lack of understanding what investment in services development means Recognition of strategic importance at C-level
Challenges to generate growth Need to fully understand customer needs Lack of innovation Need to better utilise knowledge gained From front line staff About Technology Markets & competitors Customer situations and context Lack of understanding what investment in services development means Recognition of strategic importance at C-level
What do you see as the main different growth strategies? (Multiple choice) 1. Organic growth through better usage of existing capabilities 2. Organic growth with new services, develop existing capabilities 3. Fast growth through acquisitions and partnering expanding existing capabilities 4. Fast growth with new services through acquisitions and partnering expanding existing capabilities 5. Other: Please provide your text input to the webinar moderator
