Service Innovation

How to Go from Customer Needs to Breakthrough Services
Erscheinungsjahr 2010
ISBN: 978-0-07-171300-9
Verlag: McGraw-Hill Education

Buch, Englisch, 304 Seiten, Format (B × H): 157 mm x 235 mm, Gewicht: 574 g

Advance praise for Service Innovation:"To the CEOs of all service companies I deal with: READ THIS BOOK!" -- Dave Wascha, senior director, Bing Product Management, Microsoft Corporation"Lance Bettencourt deftly blends his academic and consulting experience to provide an example-rich, readable, practical, and innovative discussion of service innovation." -- Leonard Berry, coauthor of Management Lessons from Mayo Clinic"Provides the robust framework to design services that unlock growth opportunities for every business." -- Lance Reschke, vice president, Ceridian Corporation"The tools and guidance in this book will inspire companies, small and large, to create effective and innovative services that are desperately needed." -- Mary Jo Bitner, Ph.D., W. P. Carey School of Business, Arizona State University, and coauthor of Services Marketing: Integrating Customer Focus Across the Firm"Cracks the code from the fuzzy front end through the complete life cycle of Service Innovation." -- Angelo Rago, division vice president, Global Customer Services, Abbott Medical Optics"Filled with rich examples of how firms can innovate service through helping customers get jobs done." -- Stephen W. Brown, Ph.D., W. P. Carey School of Business, Arizona State University"Any leader intent on providing distinctive value to customers must read Service Innovation." -- Michael Reynolds, staff vice president, Commercial Marketing, WellPoint, Inc.If there’s one truism about the service sector, it'sthat businesses don't succeed by inventing a better mousetrap; they succeed by finding the best, most cost-effective way to get rid of their customers' mice.In industries ranging from heavy machinery to health care to financial services to consumer goods, service innovation is helping businesses find new revenue streams--and enhance existing ones--by satisfying their customer's need to get things done.Few understand this better than Lance Bettencourt,a strategy adviser at Strategyn and a leading educatorin management innovation consulting. And in Service Innovation, Bettencourt gives a master's class on the art and science of creating breakthrough service products.True service innovation demands that you shift the focus away from the solution and back to the customer. To achieve this shift in your business--one that takes you from making educated guesses to building a clear model to guide service innovation--Bettencourt instructs on the finer points of how to rethink your approach to the customer's needs: how the customer defines value in a product or service.Bettencourt mines nearly 20 years' experience in teaching and advising clients with service- and product-dominant businesses to demonstrate proven ways you can build, streamline, and focus your company's service product innovation processes.Among the numerous key ideas and practices are: - Insight on understanding the different types of clients you serve—and how your products deliver value to them - Ways to design specific frameworks for discoveringservice innovation opportunities for new, improved, and supplementary service products - Practical guidance on staying focused on the "fuzzy front end" of service innovation - The fundamental elements of a winning service strategyFinding new ways to help people solve problems and get things done is why there are goods and services in the first place. And in Service Innovation, Lance Bettencourt fills a vital need by delivering the essential guide that can put your business on the latest frontier of value creation.

Autoren/Hrsg.

Bettencourt, Lance

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

1. Customer Needs that Drive Service Innovation

2. Discover Opportunities for New Service Innovation

3. Discover Opportunities for Core Service Innovation

4. Discover Opportunities for Service Delivery Innovation

5. Discover Opportunities for Supplementary Service Innovation

6. Discover Opportunities for Service Delivery

7. Discover Ways to Differentiate Service Delivery
8. Define Innovative Service Concepts

Conclusion: Beyond Services Innovation

Über Autor(innen)

Bettencourt, Lance
Lance A. Bettencourt is the founder of Service 360 Partners, an American company for consulting services, and Distinguished Marketing Fellow at the Neeley School of Business at Texas Christian University. He was a professor of marketing at Arizona State University, Indiana University and consultant at Strategyn, consulting firm specializing in innovation and a pioneer in the development of the Outcome-Driven InnovationTM. During his professional experience with large multinationals like Abbott Medical Optics, Microsoft, Hewlett-Packard, Kimberly-Clark. His studies on innovation and services were published in Harvard Business Review, MIT Sloan Management Review, California Management Review, Journal of the Academy of Marketing Science.

Lance Bettencourt, PhD, brings a combination of academic rigor and practical insight to the innovation process. A former professor of marketing at Indiana University, he is an expert in product and service innovation, marketing strategy, and research design and analysis.As a thought leader on the topic of marketing strategy and innovation, Dr. Bettencourt has published dozens of articles on marketing strategy and innovation in both academic and practitioner publications. Recent contributions including The Customer-Centered Innovation Map (Harvard Business Review, May 2008), Giving Customers a Fair Hearing (Sloan Management Review, Spring 2008), and Client Co-Production in Knowledge Intensive Business Services (California Management Review, Summer 2002).As a Strategyn senior consultant, Dr. Bettencourt has supported innovation initiatives at some of the world's leading companies, including Microsoft Corporation, Colgate-Palmolive, Hewlett-Packard Company, State Farm Group, TD Bank Financial Group, Kimberly-Clark, Advanced Medical Optics, Mead Johnson Nutritionals (a division of Bristol-Myers Squibb), Chiquita Brands, and Ethicon Endo-Surgery (a division of Johnson & Johnson).In addition, Dr. Bettencourt is a key member of Strategyn's education division. He is a regular teacher/mentor at the Strategyn Institute and has provided customized education programs to Rockwell Collins, Neenah Paper, Trend Micro, Masco Corporation, and Covidien.