Day One: Technology & Process Innovation For Efficiency
Monday, August 19th, 2019
Products, by design, have a fixed or a least very inelastic service revenue potential. What’s elastic is the percentage of that revenue a company captures and at what margin. Across the board, one-size fits all contracts are outdated and service professionals are tasked with identifying real opportunities through an in-depth understanding of customer needs and the outcomes they desire. Service offerings must be built upon that need and only offered if they can be done more effectively or efficiently than the customer. Collaboration is needed but not before we have a true understanding of what’s limiting the customers from succeeding or expanding business in the current service environment. Developing such contracts requires a new framework including a change in perspective, language and process that better aligns with our customer needs.