New revenues THROUGH a service economy
Set up services around your product
1. Customer Needs Analysis:
- Market Research: Identify customer needs and expectations related to the product.
- Surveys and Interviews: Collect direct feedback from customers to understand what additional services they would find useful.
2. Definition of Services to Offer:
- List of Potential Services: Determine what types of services can be associated with the product (installation, maintenance, training, technical support, customization).
- Prioritization of Services: Rank services based on their added value to the customer and feasibility for the organization.
3. Service Design:
- Development of Service Offerings: Create detailed descriptions of each service, including objectives, processes, and required resources.
- Product-Service Integration: Ensure that services are well integrated into the product and increase its perceived value.
4. Team training and preparation:
- Staff training: Train the teams in charge of delivering services (customer service, technicians, trainers) on the new offers.
- Documentation creation: Develop guides, manuals, and procedures to ensure consistent and quality service delivery.
5. Infrastructure and logistics:
- Tool implementation: Deploy the technologies needed to manage services (CRM, intervention tracking systems, online platforms).
- Resource management: Ensure that human and material resources are in place to deliver services efficiently.
6. Service launch:
- Pilot phase: Test services with a small group of customers to adjust processes before full deployment.
- Phased deployment: Introduce services gradually for different market segments or regions.
7. Marketing and communication:
- Launch campaign: Create a marketing campaign to announce the new services and explain their added value to customers.
- Integration with sales channels: Train sales teams to sell not only the product, but also the associated services.
8. Monitoring and evaluation of services:
- Collection of customer feedback: Obtain regular feedback from customers on the quality and usefulness of the services.
- Performance analysis: Monitor key performance indicators (KPIs) to evaluate the effectiveness and profitability of the services offered.
9. Continuous improvement:
- Service review: Adjust and improve services based on customer feedback and market developments.
- Innovation in services: Continuously seek new ideas to enrich the service offering and strengthen customer satisfaction.
10. Cost and Profitability Management:
- Cost-Benefit Analysis: Evaluate the costs of implementing and operating services in relation to their contribution to customer satisfaction and retention.
- Process Optimization: Look for ways to make services more efficient while maintaining their quality.
The action plan helps structure the implementation of services around your product, improving the customer experience and strengthening the organization's overall value proposition.