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COMPLEXITY
AVALANCHE
Overcoming the Threat
to Technology
Adoption
J.B. Wood
Secure Transaction or call toll free
1(800)247-6553
Price: $24.95
Hardcover (Casebound w/Jacket)
200 pages |
ISBN: 978-0-9842130-0-9 |
Summary
Most customers struggle to keep up, and usually settle for far less
value than they could (and should) get from their technology purchases.
Unfortunately, most tech companies today lack an effective plan for
driving customer success. A new business model for the tech industry is
needed—one that requires radically different thinking about the future
of services, sales, R&D priorities, and how companies create
shareholder value. This new way of doing business views the use of the
product as the beginning of a journey with a customer, not the end. In
Complexity Avalanche, J.B. Wood offers an innovative new
approach for companies in IT, consumer electronics, office products,
medical technology, and other complex technology markets to better map
their services portfolio to their customers’ true need: getting value
from the product. The growing consumption gap caused by the avalanche of
complexity that these companies have unleashed on their customers is
undermining feature-based differentiation as a competitive advantage.
Results-based differentiation—actually measured by customers—may be the
next “Big Thing” in tech. Developing an innovative service approach to
the problem will not only be a good standalone business for tech
companies, but it could also drive more frequent and larger product
repurchases along with a host of other financial benefits.
Complexity Avalanche offers technology companies a roadmap for
moving to this next level of services. It examines the implications on
company-wide organizational structure, product development, and the
fundamental nature of the customer relationship. Most importantly,
Complexity Avalanche defines what “The Rise of Services” will
mean to tech company offerings and sources of profit in the future. This
is not a book strictly for service executives. This is a book for every
executive whose company builds, sells, or supports technology.
About the Author
J.B. Wood is president and CEO of the Technology Services Industry
Association (TSIA). Wood is a co-founder, along with IBM and Oracle, of
the Service Research & Innovation Institute (SRII). He is a frequent
speaker at key industry events and has been quoted in Fortune,
BusinessWeek, New York Times, CNET,
Computerworld, and CRM Magazine, among others. Wood
also co-founded InsightExpress, which pioneered use of the Internet in
market research applications, and was president and CEO of Prognostics,
one of the largest customer research and consulting companies in the IT
industry.
