Service Economics Roundtable

The purpose of this roundtable will be to discuss and learn from those companies achieving revenue growth (around 20%) for the last three years, having switched from purely product-based branding into a more lucrative brand-driven service organisation.

The biggest downfall for many is to think that it cannot be difficult, but like all things in business, a service business has to be solidly based in process and skill, and cannot be achieved by a few marketing slogans or some nice words on the web site.

Some businesses have succeeded without high quality service, but more often than not they could make significant gains if they did get their customer service act together.

So what stage have you reached in your effort to make money out of service, what are the service economics of your business...?

Many businesses don't really know their customers well; don't understand what really happens at the customer interface of their marketing team; sales team; customer support team or even their account receivables team.

This Roundtable will discuss the tips and techniques of how of finding out what is going on in your business and at the customer interface and how to improve your performance and generate more revenue from your customer interface teams.

Service Economics is not intended as a buzz phrase it is an attempt to explain service in terms that the Board will fully align with and recognise as valuable. The aim of our research is to develop further understanding and develop the new economic rule book to play by when defining a sustainable service strategy and running a successful service business.