Service Strategy Formulation and Implementation

A strategy works best when your people own it

When aligning your service organization with your company strategy, you need a clearly articulated, shared customer service vision. We help service businesses develop a service growth strategy and a data-based prioritization of customers and services along with a vastly improved understanding of their service catalogue. 

The strategy of a business needs to be owned by the leadership (not the consultant). Therefore, we use an empowering, facilitated approach. It produces sound decision-making while creating the crucial buy-in for effective execution.

Value to your organization

• Shape your decision-making by understanding the elements of your customer service environment
• Define and prioritize the service categories that meet your customers‘ most important needs
• Identify “how you will win” (differentiate yourself as an organization)
• Focus your resources, maximizing value to customers and the organization
• Build a plan to execute your strategy and measure the results

Previous organizations that have undergone a customer-centric realignment of structure, processes, and capabilities have experienced a 30% growth in service revenue within the first year.

 

Our Solution

Drive change and alignment

Phase 1: Create the foundation for your strategy. A comprehensive description of the business and market environment becomes our starting point.

Phase 2: Build consensus on the future of your service organization. Everyone needs a vision for the nature and direction of your service organization. Everyone needs buy-in.

Phase 3: Let’s turn that strategic intent into tangible action by developing a master plan. Together we’ll create the activities, resources and realistic timelines to make it happen.

Phase 4: Execute. Manage changes. Address critical issues. Flexibility is key here.

Phase 5: Update the strategy to reflect today’s reality. Monitor and update again. You now have the tools to do so.

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