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SUMMARY:Assessing the Customer Value-in-Use of integrated Products and Ser
 vices - Veronica Martinez  (Cambridge Service Alliance)
DTSTART:20141107T100000Z
DTEND:20141107T104500Z
UID:TALK55373@talks.cam.ac.uk
CONTACT:Yongjiang Shi
DESCRIPTION:Veronica Martinez\, a Senior Research Associate in Cambridge S
 ervice Alliance\, is going to share her recent research work with us.  The
  Assessing Value-in-Use Method has been developed to help organisations as
 sess their customers’ value. The objective is to provide clear\, simple 
 and reliable guidelines for organisations to identify and assess their cus
 tomers’ value-in-use from their product-services. Veronica will introduc
 e her thought and research in this area.\n\nCurrent practices and methods 
 are rooted in the “old” product mode of thinking. These practices and 
 methods tend only to assess the customer value on the basis of what a comp
 any provides\, such as what is given and what is received\, in a transacti
 onal way. The “new” way of thinking is rooted in the Service Experienc
 e mode of thinking. It is based on “the value the customer gets through 
 the experience\, consumption and use of a product-service. This is known a
 s value-in-use.  This new approach supports the view that “the experienc
 e\, consumption and use of the product-service” determines the real valu
 e the customer gets and the key reasons why and how the customer is /could
  be retained. Use of this method allows an organisation to:\n\n– Gain a 
 deeper understanding of your customer value.\n\n– Identify the key attri
 butes of value-in-use that your customer truly appreciates from your produ
 cts-service.\n\n– Identify which key attributes are most important to th
 e end-user and which to the decision-maker. Based on these\, your organisa
 tion can better manage the renewal of a contract.
LOCATION:Seminar Room 2\, IfM\, 17 Charles Babbage Road
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