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‘Servitization’ Can Make Customer Service a Revenue Center

Capgemini
2020-06-02

Traditionally, customer service has been more of a cost center, not a revenue center. During times of crisis, however, as market disruption upends “normal” business models, many companies are rethinking their approach to service-and that applies for during the crisis, during the recovery, and in the “new” normal-particularly in industries where products may be treated as commodities.

By creating new opportunities to provide value-added service offerings, companies are finding they can create additional avenues for consistent revenue and account growth, all while delivering superior experiences for their customers and generating higher levels of loyalty.

Right-Sizing Customer Service

One way in which this “servitization” model can work in a volatile economy is by offering tiered service levels with corresponding tiered pricing levels, enabling customers to choose the precise level of service they need-or that they can afford.

Read the full article here.

Bill Donlan

Expert in Salesforce

Executive Vice President and Digital CX/Salesforce
I oversee our sales and delivery organization across the entire platform of Salesforce products in the US, Canada, and India.
My team partners with clients to deliver a comprehensive array of engagement solutions for customers, partners, vendors, and employees. As part of Capgemini’s Digital Customer Experience, my group’s full range of services are leveraged to enhance critical value drivers around customer engagement strategy, process, and technology.
My teams are highly experienced in delivering complex and transformational marketing projects in automation, customer service, field service, and sales automation through the Salesforce platform. With the right mix of technology skills and industry-specific expertise, we have engineered fantastic solutions and built a toolkit of intellectual property across the following sectors:
Manufacturing
Medical devices
Travel and hospitality
Aerospace and defense
Consumer goods.
These solutions are more than just programmatic implementations. They utilize leading-edge technologies like mobility, AI, IoT, and augmented/virtual reality to deliver results and drive innovative growth through agile and rapid-delivery methods.
We also offer differentiated capabilities and project implementation accelerators for many industries, to accelerate timelines and lower implementation costs in these areas.
And Another thing….
I have had the pleasure of being a part of Capgemini for more than 20 years. Previously, I held positions in the CRM practices at top technology consultancies in the US.