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Rethinking Customer Solutions: From Product Bundles to Relational Processes | Part 3

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A solution provider can encourage its autonomous business units to provide effective solutions through (a) shared performance metrics and context-specific team leadership, (b) solution documentation and retention of customer-facing employees, and (c) articulating a solution's work flow and responsibilities.

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Rethinking Customer Solutions: From Product Bundles to Relational Processes | Part 3

  1. 1. From: Tuli, Kohli, and Bharadwaj (2007) How can a solution provider encourage its autonomous business units to provide effective solutions? Examining the challenges and approaches
  2. 2. From: Tuli, Kohli, and Bharadwaj (2007) Challenges • Units’ uneven knowledge of customer • Units’ sparse knowledge of each other’s products, and their customization • Units’ differing customer priorities • Punting the cost of adaptation Knowledge problem Incentive problem Power & Incentives • Appoint solution-specific experts as team leaders • Align incentive structure Capture & Curate Knowledge • Emphasize documentation of knowledge and activities • Reduce customer-facing employee churn Orchestrate • Create process roadmaps to guide behavior & ensure accountability Recommendations

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