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

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

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.

Suggested Citation

  • Kumar, Ajith & Steward, Michelle D. & Morgan, Felicia N., 2018. "Delivering a superior customer experience in solutions delivery processes: Seven factors for success," Business Horizons, Elsevier, vol. 61(5), pages 775-782.
    • Handle: RePEc:eee:bushor:v:61:y:2018:i:5:p:775-782
    DOI: 10.1016/j.bushor.2018.05.010
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    References listed on IDEAS

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    Cited by:

    1. Liedong, Tahiru Azaaviele & Rajwani, Tazeeb & Lawton, Thomas C., 2020. "Information and nonmarket strategy: Conceptualizing the interrelationship between big data and corporate political activity," Technological Forecasting and Social Change, Elsevier, vol. 157(C).

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