The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and Ceos are recognizing that first-rate service is crucial to enhancing customer satisfaction. meanwhile, customers are communicating their service experiences – good and bad – for all to see on the internet. and while rates of revenue growth are flattening in many product businesses, service income is accelerating. in short, service delivery is a moment of truth that can determine customer loyalty and profitable growth.

Of course, you need to consider the proper strategic approach. for example, you may need to determine whether to harvest your installed base for new revenues, use services as a spring board for product sales growth, or develop an independent services business.

And you need to recognize that the status quo is not sustainable. With the proliferation of products, customer segments, and channels, your current approach will need to evolve substantially to keep pace with customer expectations. new technologies abound, including Web 2.0 developments that allow virtual communities to provide support and embedded software that enables remote diagnostics. These technologies will alter customer expectations and change the game for you and your competitors.

Based on our discussions with leaders in companies in many industries, as well as with thought leaders in the
services arena, we have identified five key service process platforms that will shape the future:
• integrated virtual call centers
• integrated service networks
• Proactive aftersales service
• Customer touch-point management
• smart service agents