Service Is Not a Product

Author: Joseph Siderowicz
Publisher: Aftermarket Publishing
ISBN: 9780615547800
Format: PDF, Mobi
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Service is Not a Product: Experts Guide to Selling Service Agreements will describe to new and experienced sales, marketing, and management people the keys to success for selling service agreements on technology-based products and systems. Personnel indirectly involved in service sales such as technicians, engineers, administrative assistants and others who work with customers will also find the book beneficial. Readers will learn the unique skills and methodology required to be successful from the industry expert. More than one million sales professionals are actively involved selling service agreements on technology-based products. For many it's a major source of income. In almost all cases it's the major source of profits for their companies. Every product or system manufactured and installed eventually falters or fails. Current product designs that integrate electronics, software, and mechanical devices require repair, retrofits, upgrades, and on-going maintenance. The growing number of products and systems being integrated has created a new category of users with wide ranging service needs. Product applications continue to grow, but for the most part service offerings and service sales strategies remain the same. Most companies utilize the same resources to train both service sales and product sales personnel. The information presented is typically generic in nature, falling short of what's needed. People selling products are trained to sell features, functions and benefits. Service sales people need to be trained to sell value and master abstract selling concepts. There is little commonality between the two sales processes. Service is Not a Product is written specifically for individuals engaged in selling service.

Introduction to Product Service System Design

Author: Tomohiko Sakao
Publisher: Springer Science & Business Media
ISBN: 9781848829091
Format: PDF, ePub, Mobi
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"Introduction to Product/Service-System Design" contains a collection of practical examples demonstrating how to design a PSS in industry. These recent examples are the results of applying various theories developed in different countries and therefore accommodating diverse cultural differences. Providing a useful overall guide to the state of the art in theory and practice, each chapter covers the cutting edge of a different methodology or practice. The book’s focus on design is also evident in the discussion of how to anticipate and utilize the various dynamics within each dimension. "Introduction to Product/Service-System Design" will help improve working processes and inspire creative thinking for the wide range of people involved in designing a PSS: designers, marketing professionals, sales staff, production engineers, and service engineers. It can also serve as a reference book for university students on advanced courses.

Relationship Marketing

Author: Thorsten Hennig-Thurau
Publisher: Springer Science & Business Media
ISBN: 9783540669425
Format: PDF, ePub
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The new focus of marketing is to shift away from transactional marketing and towards relationship marketing. Companies are realizing the economic value of stable, long term customer relationships based on a high degree of customer satisfaction, trust commitment and loyalty. The authors provide examples of successful relationship marketing in practice and give an overview of the fundamentals.

DataPower SOA Appliance Service Planning Implementation and Best Practices

Author: Byron Braswell
Publisher: IBM Redbooks
ISBN: 0738435732
Format: PDF, ePub, Mobi
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This IBM® Redbooks® publication will help you to better understand the effective use of the WebSphere® DataPower® family of appliances. It provides guidance on the best methods identified to date for building the various components that implement solutions, such as handling MQ-based message flows or creating authentication and authorization policies. The information and recommendations in this publication are the result of real world experiences using the appliances. Such experience shows that taking the time to plan a solution implementation before beginning the work yields the greatest savings in time and energy and the highest quality outcome. This publication begins with a checklist of items to consider when planning a DataPower solution. This publication is intended to provide answers or guidance to implementation problems often encountered by users of the appliance. This book is not intended to present complete solutions or templates because experience shows that every customer uses the appliance in their own unique environment with unique requirements. Thus, this publication provides a compendium of information about particular aspects of a solution. Use the Table of Contents or Index to find your current issue, and return to this publication when the next issue or question arises. Refer to the related IBM Redbooks publication entitled DataPower SOA Appliance Administration, Deployment, and Best Practices, SG24-7901 for more information.

Marketing High Profit Product Service Solutions

Author: Roger More
Publisher: Routledge
ISBN: 1317100417
Format: PDF, ePub
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Marketing High Profit Product/Service Solutions addresses one of the most exciting and growing strategic marketing opportunities facing product and service companies - ’bundling’. Many customers want bundled products and services which represent integrated solutions to their problems, rather than buying individual products and services piecemeal, and if you become that supplier it can transform a company. There are many outstanding examples: Magna International grew in several stages from a supplier of basic individual auto parts to a company manufacturing a product/service 'super-bundle'; ultimately sourcing and assembling the entire car itself. GE developed their business involving the supply of medical imaging machines to hospitals to become a 'super-bundler' of complete hospital radiological floor imaging operations planning, installation, and integration. IBM transformed their position as a supplier of individual hardware, software, and peripherals to companies into a product/service solution 'bundler' of increasing complexity, and finally into the 'super-bundle' of BPO (Business Process Outsourcing); representing an outsourced and complete integrated IT solution set for clients’ entire global operations. Roger More explores what was learned by these leading companies (amongst others) when they transformed their market strategies to become bundlers of complex integrated customer solutions. Over many years the author has developed and tested new concepts, maps and tools for use by a wide variety of managers in developing strategies for these bundled product/service solutions. His book now offers these maps and tools to all who invest in a copy.

Keeping Score

Author: Mark Graham Brown
Publisher: AMACOM Div American Mgmt Assn
ISBN: 9780814403273
Format: PDF, Kindle
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"Every quality-conscious organization needs to measure critical data, but many businesses waste time tracking and reviewing non-essentials. This innovative book shows how to concentrate on the few key measures that indicate a firm's true performance. It focuses on the areas considered vital in the Baldrige Quality Award criteria, the premiere model for evaluating overall quality. Readers will learn to select and use the right metrics for measuring financial, operational, and quality efforts, as well as longer-term measures such as customer and employee satisfaction, supplier performance, product/service quality, and environmental compliance. This guide will help them: * evaluate their current approaches to measurement * select the right metrics * collect and report data more efficiently and usefully * use the information to promote teamwork and strategy"

Service Business Development

Author: Thomas Fischer
Publisher: Cambridge University Press
ISBN: 1107379946
Format: PDF, Mobi
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How can manufacturers of capital goods succeed in service business development? What are the potential network approaches for manufacturing companies planning on extending their service business? Over the last decade, the business environment of capital goods manufacturers has changed dramatically. Few capital goods manufacturers are able to outrun the competition with pure product-related technologies and innovation alone. For this reason they have added services to products as a way of responding to eroding margins and the loss of strategic differentiation through product innovation and technological superiority. Based on over twelve years of research, this book provides academics and business professionals with a thorough overview of the strategies available for value creation through service business development. It features case studies and covers a wide range of topics, including emerging issues such as service business in small and medium-sized companies, business innovation through services and the impact of rapidly growing Asian markets.