Executive Conferences on The Future of Service Management - Achieving Profitable Growth

The following conferences about "The Future of Service Management" research conclusions have been held: 


 

Key note speakers during the past conferences
Vincent Collomb
Rockwell Automation, Manager Services Europe du Sud		 Jean-Marc Goulas
NCR Services France, Area General Manager

 

 Eric Desban, Pitney Bowes, Directeur des services clients
 
Cees Van Wichen, Philips Healthcare
Vice President Int. Service Division		 Ray Lawes, Pitney Bowes
Vice President – EAME 		Martin Gilday, Getronics
VP global service centres
Frank Achterbosch Crawford Group
VP Service
 		 Chris Farnath, Aspect Software
Senior Director, Customer Support		 Steve Ball, A & O 
Managing Director UK 
 
Steve Downton    , Downton Service Management 
Managing Director		 Hilbrand Rustema, Noventum Service Management 
Managing Director 		 Paul Roosen, Miele NL Consumenten Producten
Service Manager 

Henk Jansen,        Special Projects
Philips Healthcare Director

Jos Witte, Association of Service Management 

 

 

Research findings: "The most successful service strategies for the future"

 Hilbrand Rustema, Managing Director, Noventum Service Management Consultants

"We probably have found the key to sustainable and profitable growth in the technical services industry. The most successful service strategies are a brand driven high value added services strategy and a people driven relationship based strategy. We have been talking to hundreds of service executives around the world and they all seem to agree that this is the way forward. The numbers speak for themselves"
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 Steve Downton, Managing Director, Downton Service Management Consultants

"The power of the successful service strategies is that they enable the provision of intangible services and benefits. Brands today are established not as irreplaceable but as irresistible, many of us find it very hard to say why we like one brand over another and refer instead to a perception of value which effectively is an intangible which provides the value which keeps us as a customer. We have now managed to define how to develop such successful service strategies and how to deliver them"
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Case Study Philips Healthcare - Brand driven, High Value Added Services in Philips Healthcare

 Cees van Wichen, Vice President International Service Division, Philips Healthcare

"The success formula of Philips Healthcare is "Create intimacy, particularly with loyal customers, focus on product, customer lifecycle and contract development. Once a company reaches an absolute point of trust, the returns from the customers are enormous".
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Case Study Pitney Bowes - How to deliver the customer experience

Ray Lawes, Director EMEA Services

"Brand creation takes place during customer interactions; we have to deliver on our reputation. You can not shrink your way to success. On top of very efficient service delivery you have to understand and deliver what the customer perceives as valuable, to sustain profitable growth."
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Case Study Getronics - The service delivery models for the future

 Martin Gilday, VP global service centres, Getronics

"All companies think they are brand driven, but personal relationships help create the brands that people believe in. The customer ultimately wants a partner that understands their issues and delivers solutions through whichever medium they prefer, whether it is over the phone, through self-service or with an onsite visit. The danger of reducing the amount of face-to-face interaction is that it can remove some of the intimacy that helped build the brand in the first place."
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At the conferences the research conclusions have been presented and a selection of the service industry’s thought leaders presented their visions of the future and shared their experience including companies such as Miele, Philips Healthcare, Elekta, Pitney Bowes, Crawford, Getronics, Aspect, A&O, Touch Logistics.