Client
- The sales and service arm of a large electronics product manufacturer has been offering world class brands, deep application expertise, broad industry experience, and global reach for decades.
Challenge
- Products dominate revenues
- Customer interactions were infrequent between buying cycles
- Current services viewed as commodity
- Unable to achieve full solutions provider status
Solution
- Clarified distinction between product and service businesses
- Assessed implications of differences for operations
- Helped define the role and strategic intent for services
- Assessed market position for each service
- Developed customer driven service innovation process
- Applied process to reposition and expand services
- Defined business model required to support services
Client Results
- New role and strategic intent for services
- Customer driven service innovations
- Services repositioned as higher value offerings
- Strategy and business model to maximize the success of each service
- Double digit growth throughout the recession