CABA Information Series

IS-2007-49: Hiding in Plain Sight: Service Innovation, A New Priority for Chief Executives

This paper from IBM describes opportunities to improve customer relations and generate revenue from providing after-sales service. IBM recommends focusing on service-innovation model, operations, and growth. Service may expand beyond traditional product support to advisory and financial services. Examples of successful service offerings are the Best Buy Geek Squad and General Motors OnStar. Companies should devote as much discipline and rigor in creating service offerings as they do in creating new products.

















(Adobe PDF File)