Smart Services Lucy Huo (Senior Consultant, UNITY Business Consulting) April 27, 2016
42 = Average Age of a Company According to Christensen, well-established companies are not capable of change in face of disruptive innovation Beijing 27.04.2016 DE Stammtisch Smart Services Lucy Huo UNITY 2
Introduction The only way to assert ourselves is via the provision of better service. The customers are gods. Jeffrey Preston Bezos (Founder and CEO of Amazon) 27.04.2016 Beijing DE Stammtisch Smart Services Lucy Huo UNITY 3
Strategic Orientation of Yesterday vs. Today Focus yesterday SERVICE- ORIENTED Focus today DEVELOPMENT & PRODUCT- ORIENTED PRODUCT- ORIENTED Customer & Services SERVICE & CUSTOMER- ORIENTED 27.04.2016 Beijing DE Stammtisch Smart Services Lucy Huo UNITY 4
Action Plan to Achieve Growth B Customer centric innovations New services for existing customers Systematic use of after-sales-services Improve customer satisfaction and quality New Service B A D C D New business innovations Alignment of services to future market needs Protection of long-term competitive advantages Enter new markets Existent Customers New A Operational excellence C Market-oriented innovations Professionalization of existing services/ service management Protection of existing services by continuous service/product improvement Enabling the sales force to better sell services and solutions and not only focus on products Turnover A B C D Development of adjacent markets by using existing distribution channels of goods and services Professionalization of value proposition Improved sales tools/demonstrator Case studies/profitability Quality intensification of offerings 2013 2014 2015 2016 2020 27.04.2016 Beijing DE Stammtisch Smart Services Lucy Huo UNITY 5
Example: Shopping with Amazon Dash Button A physical button that can be sold together with the product, here for example washing powder. Press the button and Amazon delivers the product next day. 27.04.2016 Beijing DE Stammtisch Smart Services Lucy Huo UNITY 6
Example: Nest (Smart Home System) 27.04.2016 Beijing DE Stammtisch Smart Services Lucy Huo UNITY 7
Example: Sharing Economy 27.04.2016 Beijing DE Stammtisch Smart Services Lucy Huo UNITY 8
Smart Services UNITY Approach 27.04.2016 Beijing DE Stammtisch Smart Services Lucy Huo UNITY 9
Management Consultancy 来自德国 for future-oriented corporate management 面向未来的技术管理咨询公司 The UNITY Consulting Approach 优尼特咨询方式 UNITY [ ju:niti]; unity with clients to create bespoke improvement: 优尼特 [younite] 优尼特与客户共同为其量身打造改善方案 : Consulting & Innovation; 科技创造与管理咨询 ; Overall management expertise; 全面的管理专业知识 ; Team spirit in project work; 项目中积极的团队合作精神 ; Think ahead, enable, execute. 事先规划, 指导客户, 共同实施 Our Spirit, Your Success! 我们的精神为了您的成功! Customer Benefit 客户利益 Sustainable increase of the clients success through innovative processes and business models 通过创新的流程和商业模式让客户利益得到可持续的增长 Clients 现有客户 Big multi-nationals and small and medium sized enterprises, more than 1.000 client projects since 1995 大型跨国集团和中小型企业, 自从 1995, 已有 1000 多个客户项目 Execution 执行 From the initial concept to the successful execution 从最初的方案设计到最终的成功执行 Locations 公司所在地 Branch offices and project sites throughout the world 分公司和业务遍及全球 Heinz Nixdorf Institute 海因茨尼克斯多夫研究所 Strong ties to science and research 与德国尖端科研单位紧密结合 Facts 数据 Founded: 1995 Employees worldwide: 200 成立 :1995 员工来自世界各地 : 200 27.04.2016 Beijing DE Stammtisch Smart Services Lucy Huo UNITY 10
Smart Services: Marketing, Sales and Service Excellence Key questions to answer to shape competitive advantages 1) Where to play? 2) How to win? 3) How to stay ahead? Strategic Excellence Growth Excellence Performance Excellence We identify your future target markets, derive your customers needs and position your value. We provide you with competitive advantages by establishing an effective marketing system We increase your operative efficiency and create the capacity to enter the next battlefield Know your future & target markets Understand what your customers want Create your partnering network Provide innovative services Optimize your resource allocation Keep your customers and lock them in Select the right segments and deliver the value proposition Ensure everything is formulated in a robust strategy Ensure effective sales channels Ensure effective margins Optimize your processes & organization Plan and monitor your operational excellence 5/4/2016 27.04.2016 Beijing DE Stammtisch Smart Services Lucy Huo UNITY 11
Thank You for Your Attention! UNITY is TOP CONSULTANT Lucy.huo@unity-consulting.cn Beijing Berlin Braunschweig Cairo Cologne Hamburg Munich Paderborn Shanghai Stuttgart Vienna Zurich www.unity.de www.unity.at www.unity.ch www.unity-consulting.cn