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

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

Business Horizons, 2018, vol. 61, issue 5, 775-782

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; Solutions delivery teams; Customer relationship (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:bushor:v:61:y:2018:i:5:p:775-782

DOI: 10.1016/j.bushor.2018.05.010

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