Thank you for participating in our research project "The Future of Service Management – Practical Methods and Tools to implement successful service strategies"
This is a world-wide survey conducted by Noventum Service Management Consultants, Downton Service Management Consultants, Taurel Service Management Consultants, and Service Strategies Inc.
This survey is aimed at senior service executives and service managers and takes on average 20 minutes to fill out. If you fill out the entire survey we will send you the executive summary of the report free of charge when it becomes available.
Individual results will be kept strictly confidential and will only be used for the purpose of this research.
In our 2008 research we concluded that the Brand driven service strategy and the People driven service strategy are the strategies that leads to the most profitable growth in the service business. In our report we have described the characteristics of these strategies and the rationale behind them. For more information about the 2008 research conclusions please download our report
The response to our 2008 research conclusions was overwhelmingly positive as for many executives in the service business it provides a holistic conceptual framework that can be used to explain what many companies have been trying to achieve already for years with piecemeal initiatives and improvement projects. For many it was the first time that they were able (sometimes with our help) to present in a comprehensive way what should be the corporate service strategy. Many executives have been able to define a migration path from the less attractive service strategies such as the price driven, feature driven and sometimes people driven towards brand driven.
Now that it has become easier to explain what the most successful service strategy looks like, the urge for practical tools and methods to assist with implementation has become imminent. Therefore we have chosen this as the central theme in our 2009 research. The focus of our research is on the “How” to address the challenges.
In this survey we will first ask you some questions about you and your company’s characteristics. We will then ask you to help us identify in which areas new methods and tools seem most urgent. For the area’s chosen by you we will further ask you about the most important issues, the actual state of play and what is needed to assist managers better with implementing a brand driven service strategy.
Please note that we use the word ‘Service’ and ‘Service Management’ in this survey to describe the following four types of service in Business to Business environments:
Field services are services provided at a customer’s site and include: Maintenance services, break-fix/repair services, and other on-site support services.
Support centre services are remote services (phone, and email).
Professional services are project driven services such as installation, system integration and consulting services.
eServices are services provided through the web.
If you wish to attend the presentation of the research results we invite you to attend our executive conferences. Please click here to see the conference schedule or to obtain more information about our research program
Continue to start the survey >>>