Create Service Offers that Reflect the Customer's Voice

Presented by

Hal Stanley, Sr. Director, Service Offer Portfolio Research, TSIA

About this talk

How well do you understand your customers’ business problems? What does your organization do to ensure the customer’s voice is reflected in your new service offers? Have you established a customer advisory council to inform your service portfolio decisions? Do you deeply mine customers’ service records for trends and insights? Do you use outcome engineering and value journey mapping to boost creativity in your market discovery efforts? In this webinar, we'll discuss the tactics service offer and portfolio managers typically use to capture the customer’s voice, and which straightforward customer listening activities continue to deliver value to offer leaders. Key topics will include: - Summary of common customer inputs used by service offer managers. - High-level recommendations to boost the customer voice in your service offer development organization. - How using outcome engineering and offer journey mapping can unlock creativity in the market discovery process.

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The Technology & Services Industry Association (TSIA) is the world's leading research organization dedicated to helping technology companies achieve profitable growth and solve their top business challenges. Services, Sales, Product, and Channel organizations at technology companies large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, and exceptional peer networking opportunities.