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Servitization & Outcomes-Based Service

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Richard Culberson, Executive Director, Smart Home and IoT Strategy & Operations, talks with Sarah about lessons learned in working to diversify revenue streams with service.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we are going to be taking an inside look at Cox Communications’ service-based revenue diversification strategy. Say that three times fast. I am joined today by Richard Culberson, who is the executive director…

Oh how we love servitization. We talk all the time about traditional companies product-izing repairs and regular service, building product categories around utilities that previously were seen as a cost center, or relegated to other organizations altogether. But what about those businesses who have been delivering service all along? We certainly talk about them, and we talk to them. Their experience extends, under many circumstances, far beyond that of new entrants. And as the expectations…

I’m hopeful by now you’ve seen the special report we published recently, The Service Centricity Playbook: 7 Phases of Morphing from Product Provider to Trusted Advisor (if not, please check it out!). The report looks at the common steps along the journey that companies take when servitizing their businesses. But we all know that the real value comes in when you can spend time with people that have done the work and are willing to…

We talk a lot about the move to delivering outcomes and experiences rather than products and services. Why? Because that’s what today’s customers demand, and that evolution is what it will take to remain competitive and to differentiate your brand. There’s a near universal understanding among service businesses – and manufacturers servitizing their business – at this point that determining how to transform operations and internal complexity in a way that enables a more seamless,…

Listen, we love servitization here. It’s something that we talk about so much that we have a section of our website dedicated to it. Restructuring businesses away from product-focused growth strategies towards business-focused strategies objectively supports the bottom-line (overhead costs for service are significantly lower than that for other product functions), provides new outlets for customer engagement, and aides in the development of subscription-based products build around perpetual maintenance or outcome guarantees. So why would…

This is part of an ongoing series on the state and standards of service management software. Here are the previous articles in the series: What is Service Management Software? The Key Capabilities of Service Management Software The Attributes of Best-in-Class Service Delivery Software The Operational Capabilities of Service The Building Blocks of Customer Experience Excellence Implementing New Service Software The Politics and Potential of Changing Service Software Providers What is Servitization? What is Outcomes-Based Service?…

 Building off of the creation of recent special report The Service Centricity Playbook: 7 Phases of Morphing from Product Provider to Trusted Advisor, Sarah and Hilbrand Rustema, Founder and Managing Director of Noventum, discuss the five most common areas where companies go wrong on the Servitization journey.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today we’re going to be walking through the five most common…

This is part of an ongoing series on the state and standards of service management software in 2020. Here are the previous articles in the series: What is Service Management Software? The Key Capabilities of Service Management Software The Attributes of Best-in-Class Service Delivery Software The Operational Capabilities of Service The Building Blocks of Customer Experience Excellence Implementing New Service Software The Politics and Potential of Changing Service Software Providers What is Servitization? In our…

2020 presented more challenges and hardships than any of us were prepared for, but I do believe if you look closely there were some positives among all the adversity. For me, witnessing how the leaders I’m speaking to rose to the challenges of 2020 with grit, resilience, and fortitude inspired and encouraged me. They’ve shown true compassion for their coworkers and customers alike, bonded together by a deepened sense of empathy. Beyond the individual level,…

Emilie Giraudet, formerly the Head Of Customer Service Business Support & Sales Steering at GEA Group, shares with Sarah her hard-won and valuable insights from more than a decade of work transforming global service at GEA. Insights include practical advice for how to influence and align key stakeholders, how to set a solid technological foundation, and three keys to successful change management.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your…