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On Demand Webinar

Create Service Offers that Reflect the Customer’s Voice

How well do you understand your customers’ business problems? What does your organization do to ensure the customer’s voice is reflected in your new service offers? Have you established a customer advisory council to inform your service portfolio decisions? Do you deeply mine customers’ service records for trends and insights? Do you use outcome engineering and value journey mapping to boost creativity in your market discovery efforts?

In this TSIA webinar, Hal Stanley, Sr. Director, Service Portfolio Research, will discuss the tactics service offer and portfolio managers typically use to capture the customer’s voice, and which straightforward customer listening activities continue to deliver value to offer leaders.

Key topics will include:

  • Summary of common customer inputs used by service offer managers.
  • High-level recommendations to boost the customer voice in your service offer development organization.
  • How using outcome engineering and offer journey mapping can unlock creativity in the market discovery process.


Presented By:

Hal Stanley

Sr. Director, Service Offer Portfolio Research, TSIA

Publish Date: August 11, 2021