Service Economics - The Economic Impact of Services in Business - Roundtable

In the current climate as more competitors come into the market, customers are continuing to put added pressure on processes, constraining supplier margins. Fortunately for suppliers, technology to create new models of operation has been available to help reduce their costs, but lack of investment has opened up competition and as these aids become more ubiquitous across the industry, margins again, are vulnerable. Companies now need to totally rethink their service strategy options.

Our research has highlighted a significant shift already towards Brand-driven and Relationship-driven strategies, which can provide significant increases in both revenue and profitability. These strategies are being supported by improved technology and processes; businesses utilising the principles of Service Economics have been able to understand and harness the aspects that are creating success.
 

Who Should Attend?
CXOs and Senior managers who are responsible in some form or other for customer service.
 

How you will benefit from attending the roundtable
• Have the opportunity to network with their peers
• Gain Insights into leading edge thinking on the various aspects of customer service
• Exchange experiences with successful companies

Topics for discussion are defined by our clients’ challenges and current trends; some of the topics identified and to be included in the roundtable so far:

• Service Strategy: - Identifying the right strategy to deliver optimum margin and revenue results.
- Utilising the Brand and your skilled personnel into the strategy to deliver powerful results

• Management Practices: - Identifying the challenges created by technology.
- Improved managment approach to take value from the changing workforce

• Performance Management: - Designing effective analytics to monitor and report.
- Having an effective dashboard in place to assess the business through the right measures

• Staff Competency: - Insight into the skills the modern service personel need to deliver staisfaction, loyalty and trust.
- Utilising your own team to enhance customer loyalty and increase revenue

• Processes: - Lower cost by capitalising on recent technology developments supported by skilled personnel.
- Best practice based processes identifying what is required

• Organisational Design: - Supporting effective customer interfacing.
- Optimising the organisation to capitalise on both local presence and regional footprint

• Information Systems: - Information systems that support the business strategy. - Create a fully integrated solution by pulling together the whole business.

Fees and Hotel Information

Downton/Noventum Service Management Consultants