Transformation Kaleidoscope
Kari Kaario (WSOYpro 2009)

Is your service business just a department named “After Sales”? Is it closely connected to your equipment business? Is its existence justified just because you want to offer spare parts and maintenance for your own equipment or have you left even this business opportunity to other companies? To succeed in today’s harsh business environment you need to be able to transform your sales force into a strategic weapon. Today’s sales function is both cross-functional and capable of understanding the customers’ business issues.

The most successful service business companies within the Installed Base business logic have understood that the service business is more than after-sales operations. In these companies, the service business has been developed independently. Service business success is based on allowing both offering development beyond spare parts and maintenance and creating a multi-vendor capability to become more relevant for the customer. At the same time service and equipment businesses are integrated at the customer interface to ensure efficient use of resources and a consistent customer experience.

This book is a comprehensive and pragmatic guide for successfully transforming a product-led company into a solution-led company. It gives case examples of companies at different stages in their transformation and describes how they strive to achieve better business results. You will learn that the transformation requires investments in breadth of service and depth of knowledge. The seven views of the Transformation Kaleidoscope will guide you on the way by making the required changes visible.   It is the missing link between an organic growth strategy and successful implementation of a sales strategy.