Profiting from Services and Solutions

Designed for executives of companies that manufacture or sell

products and students in an MBA program, this book outlines

the challenges of launching a service and solutions business

within a product-oriented organization. You might view services

and solutions as a means to financial growth, reduced

revenue volatility, greater differentiation from the competition,

increased share of customer budget, and improved customer

satisfaction, loyalty, and lock-in; but the authors visualize the

transition from products sold to services rendered and identify

the challenges that leaders will face during the transformation.



Inside, the authors provide a framework—the service infusion

continuum—to describe the different types of services

and solutions that a product-rich company can offer beyond

warranties, call centers, and websites that support customers

in their use of products.