Achievements of The Future of Service Management

In our 2008 research we concluded that the Brand driven service strategy and the People driven service strategy are the strategies that lead to the most profitable growth in the service business. In our 2008 research 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 have been able to define a migration path from the less attractive service strategies such as the price driven, feature 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 this has been the central theme in our 2009 research: The focus of our research in 2009 has been on the “How” to address the challenges.

During our roundtable sessions in 2009 we have been able to identify the main challenges for which new methodologies and tools are required. In collaboration with our clients we have been testing such new methods and tools in pilots in collaboration with the academic community sometimes supported financially by government institutions.

In March 2010 Noventum will publish a book titled "Service Economics" that will describe our research findings and will include case studies and examples of companies that have been very successful in the service business.