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

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

Research output: Contribution to journalArticlepeer-review

2 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 languageEnglish (US)
Pages (from-to)775-782
Number of pages8
JournalBusiness Horizons
Volume61
Issue number5
DOIs
StatePublished - 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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