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 journalArticle

1 Citation (Scopus)

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

Fingerprint

Factors
Customer experience
Ad hoc
Marketing
Team composition
Business to business
High technology

Keywords

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

ASJC Scopus subject areas

  • Business and International Management
  • Marketing

Cite this

Delivering a superior customer experience in solutions delivery processes : Seven factors for success. / Kumar, Ajith; Steward, Michelle D.; Morgan, Felicia N.

In: Business Horizons, Vol. 61, No. 5, 01.09.2018, p. 775-782.

Research output: Contribution to journalArticle

Kumar, Ajith ; Steward, Michelle D. ; Morgan, Felicia N. / Delivering a superior customer experience in solutions delivery processes : Seven factors for success. In: Business Horizons. 2018 ; Vol. 61, No. 5. pp. 775-782.
@article{0c8ce3fbe36045fab70ffd77904443df,
title = "Delivering a superior customer experience in solutions delivery processes: Seven factors for success",
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.",
keywords = "Ad hoc teams, Business to business, Customer experience, Customer relationship, Solutions delivery teams",
author = "Ajith Kumar and Steward, {Michelle D.} and Morgan, {Felicia N.}",
year = "2018",
month = "9",
day = "1",
doi = "10.1016/j.bushor.2018.05.010",
language = "English (US)",
volume = "61",
pages = "775--782",
journal = "Business Horizons",
issn = "0007-6813",
publisher = "Elsevier Limited",
number = "5",

}

TY - JOUR

T1 - Delivering a superior customer experience in solutions delivery processes

T2 - Seven factors for success

AU - Kumar, Ajith

AU - Steward, Michelle D.

AU - Morgan, Felicia N.

PY - 2018/9/1

Y1 - 2018/9/1

N2 - 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.

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.

KW - Ad hoc teams

KW - Business to business

KW - Customer experience

KW - Customer relationship

KW - Solutions delivery teams

UR - http://www.scopus.com/inward/record.url?scp=85050391480&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=85050391480&partnerID=8YFLogxK

U2 - 10.1016/j.bushor.2018.05.010

DO - 10.1016/j.bushor.2018.05.010

M3 - Article

AN - SCOPUS:85050391480

VL - 61

SP - 775

EP - 782

JO - Business Horizons

JF - Business Horizons

SN - 0007-6813

IS - 5

ER -