Delivering a superior customer experience in solutions delivery processes: Seven factors for success

Ajith Kumar; Michelle D. Steward; Felicia N. Morgan

doi:10.1016/j.bushor.2018.05.010

Delivering a superior customer experience in solutions delivery processes: Seven factors for success

Ajith Kumar, Michelle D. Steward, Felicia N. Morgan

Marketing

Research output: Contribution to journal › Article › peer-review

5 Scopus citations

Abstract

In marketing complex solutions to customers, business-to-business firms face significant challenges in managing the customer experience effectively in solutions delivery processes—due primarily to the use of ad hoc teams. To learn more about these challenges, we interviewed executives from a Fortune 100 high-technology company. We identify seven factors ad hoc teams can employ to address this problem, focusing on delivery team composition, delivery processes, and organization-level changes that can be made to optimize the success of the team. In solutions selling, the delivery phase is particularly critical to success. The factors identified enable firms to better manage the customer experience and enhance performance.

Original language	English (US)
Pages (from-to)	775-782
Number of pages	8
Journal	Business Horizons
Volume	61
Issue number	5
DOIs	https://doi.org/10.1016/j.bushor.2018.05.010
State	Published - Sep 1 2018

Keywords

Ad hoc teams
Business to business
Customer experience
Customer relationship
Solutions delivery teams

ASJC Scopus subject areas

Business and International Management
Marketing

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10.1016/j.bushor.2018.05.010

Cite this

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abstract = "In marketing complex solutions to customers, business-to-business firms face significant challenges in managing the customer experience effectively in solutions delivery processes—due primarily to the use of ad hoc teams. To learn more about these challenges, we interviewed executives from a Fortune 100 high-technology company. We identify seven factors ad hoc teams can employ to address this problem, focusing on delivery team composition, delivery processes, and organization-level changes that can be made to optimize the success of the team. In solutions selling, the delivery phase is particularly critical to success. The factors identified enable firms to better manage the customer experience and enhance performance.",

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AB - In marketing complex solutions to customers, business-to-business firms face significant challenges in managing the customer experience effectively in solutions delivery processes—due primarily to the use of ad hoc teams. To learn more about these challenges, we interviewed executives from a Fortune 100 high-technology company. We identify seven factors ad hoc teams can employ to address this problem, focusing on delivery team composition, delivery processes, and organization-level changes that can be made to optimize the success of the team. In solutions selling, the delivery phase is particularly critical to success. The factors identified enable firms to better manage the customer experience and enhance performance.

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KW - Customer relationship

KW - Solutions delivery teams

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Delivering a superior customer experience in solutions delivery processes: Seven factors for success

Abstract

Keywords

ASJC Scopus subject areas

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