Services Leadership Webcasts
Boundless Service Innovation: The Power of Combining Service & Job-Centric Insights
Are you looking for a novel, market-shaping perspective to guide service innovation? Are you seeking escape from the trap of simply adding features to existing offerings? This webcast introduces four premises to help your company remove the mental constraints on service innovation that come with how things are done today. Relying on the complementary insights of service-dominant logic and the customer job-to-be-done, the webcast provides executives and scholars alike with a boundless perspective on markets, offerings, value, resources, and even customers an contexts. The webcast is led by Lance Bettencourt, Ph.D., Partner, Service 360 Partners, a consultancy focused on helping companies excel at service. He is also a Distinguished Marketing Fellow with the Neeley School of Business, Texas Christian University. You may register for the webcast by visiting: my.wpcarey.asu.edu/csl/boundlessserviceinnovationwebcast.
Getting Your CFO To Buy Into The Business Care For An Enhanced Customer Experience
John Goodman, Vice Chairman, Customer Care Measurement and ConsultingResearch has shown that Voice of the Customer (VOC) efforts that have CFO buy-in are considerably more effective at getting important customer issues fixed. Winning CFO approval for investing in the customer experience is no easy matter. Those charged with persuading the CFO to make such expenditures face certain challenges in leveraging the necessary resources and breadth of authority to deliver a world class customer experience. In this webcast, drawing on his work with companies recognized for their customer-centricity, Mr. Goodman will provide insights and a proven protocol for building a business case for evaluating service and quality investments.
Breaking the Code to Becoming a More Solutions-Driven Company: Understanding the Role and Impact of Solutions Marketers
In early 2012, the CSL supported several business associations and solutions marketing advisory groups in their efforts to shed light on Solutions Marketers and the Solutions Marketing function within business-to-business companies. This one-of-a-kind study, conducted in partnership with ITSMA, collected and analyzed input from 133 Solutions Marketers from 92 companies. In this webcast, Steve Hurley, Managing Director of Solutions Insights, Inc. shares key findings from the study. You can access this webcast at the link above or here.
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