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IESE Case Study I: Customer Orientation - Reassessing Our Service Value Proposition
IESE Case Study I: Customer Orientation - Reassessing Our Service Value Proposition

IESE Case Study I: Customer Orientation - Reassessing Our Service Value Proposition

Author: Presented by IHRSA
Format: MP3

Product Code: 09cv5
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Monday, March 16, 2009

Being customer oriented does not always mean that a company must be willing to offer to all customers everything. Breakthrough service organization understand that their value proposition must be tailored to specific customer segments and should always balance customer satisfaction and profitability.

During this morning session, we will introduce these issues and discuss different approaches:
  • Learn how service orientation should become a source of competitive advantage
  • Discover how to define better your market segments in terms of service needs
  • Learn how to better define an adequate service offer for each segment
This session was presented by Alejandro Lago and Philip Moscoso.