Industrial companies are increasingly defining themselves as “service providers” and offering customers “one-stop solutions”.
They promise “total customer solutions” thanks to “integrated value chains”.
But current empirical studies show that the transition from producer to service provider is often unsuccessful.
Failure manifests itself in two forms: on the one hand customers complain that they don’t receive a solution, just more complex offers, and on the other, the producers complain that their costs outweigh the additional income.
Quest: Leading Global Transformations
By Professor Anand Narasimhan with Jean-Louis Barsoux
This book identifies and addresses the seven transformation journeys that are reshaping corporations today.It integrates...