Blog Posts

Many executives get excited about the huge potential the new digital world offers to their organizations. Yet despite the billions of profits assumed to be accessible through digitalization, only a fraction of this new wealth is realized.

“This was the best management training program I have ever attended. The faculty and speakers were both knowledgeable and inspirational! I couldn’t help but imagine all the areas where the tools we learned would help our organization better service our customers.

This webinar was recorded as part of the series by the CSL Community of Practice on Monetizing Data and Analytics.

Any profitable digitization strategy starts with a business model. 

WEBINAR WITH WARREN WELLER,

VIXXO CHIEF SALES AND MARKETING OFFICER

ASU’s W. P.

Technology is dramatically and profoundly changing the nature of services by providing tremendous potential for new service offerings, radically revamping how services are delivered, and expanding the global reach of services that historically were tied to their home locations.

More and more companies are choosing to provide self-service technology options for their customers. Self-check-outs at supermarkets, self-check-ins at airports and online investment trading have proliferated recently, but what makes some of these “do-it-yourself” alternatives attractive to customers? And why do customers resist trying others?

The Arizona State University Center for Services Leadership and the Co-Chairs of the

The Center for Services Leadership is continuing its role as a leader in service education with the announcement of the Strategic Service Institute (SSI)

Webinar with Dr.

The term “moment of truth” (MOT) is not new to me and I was happy to learn it was an integral part of the customer-experience community vocabulary.  As I have visited with many in the community, I’ve discovered there are various definitions for MOTs in relation to the customer journey.

Leonard Berry, Texas A&M University
Kedar Mate, Weill Cornell Medical College

Thank you to everyone who attend this year’s CTS Symposium!

This post shares results of recent research focused on innovation selling across different cultures. The authors recommend an effective strategy and specific tools for motivating international sales force which can increase company’s financial performance when selling innovation.

Brands are created by companies, but it’s the end customer who ultimately determines what the brand means to them. So, how do customers come to truly understand a brand and what it stands for?

In early September, I traveled with friends along the Dalmatian coast, enjoying the sunshine and lingering over cappuccinos late into the night. One evening at dinner, I couldn’t help but remark about the wonderful service at the restaurant. While it was the end of the busy tourist season, our waiter was amazingly attentive.

We invite you to join us for 2016 Compete Through Service Symposium on October 26-28th, in Scottsdale, AZ!

Christian Grönroos, Hanken School of Economics Finland
Åke Finne, Hanken School of Economics Finland

Whether you are a traditional on-premise supplier or a cloud-based subscription business, “customer success” is where the big dogs play.

What is customer success?

“Customer success” is

Institute for the Study of Business Markets (ISBM) of PennState Smeal College of Business held its biannual academic conference “Advances in Business-to-Business