Value added services at ABC Industries

These cases are available at ECCH with reference no. 512-018-1 and 512-019-1.

These two cases are part of a case series. These cases highlight how important it is to factor the needs of the customers in developing and commercializing value-added-services.

It is June 2011. Filip De Cock has been asked to help the Drives and Automation division of ABC Industries to move towards proactively providing value added service packages to its customers. Filip had a half day meeting with Kai Lankinen, Business Development Director at ABC and Francis Schueller, the newly appointed Services Manager at ABC, discussing the current situation of products and related services offered by the Drives & Automation division. What should be the stepwise approach that Filip De Cock proposes? And how will he identify customer needs?

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