Mary Jo Bitner

Executive Director, Center for Services Leadership
Arizona State University

Dr. Mary Jo Bitner is Professor of Marketing and Executive Director of the Center for Services Leadership in the W. P. Carey School of Business, Arizona State University. She is internationally recognized as a thought leader and pioneer in the science of service through her academic as well as practical publications on topics ranging from servicescapes, to service encounters, service blueprinting, and technology-delivered services. She is co-author of the textbook Services Marketing: Integrating Customer Focus Across the Firm (McGraw-Hill, 6th edition, 2013) and Profiting from Services and Solutions: What Product Centric Firms Need to Know (Business Expert Press, 2014). Dr. Bitner effectively bridges the worlds of thought leadership and practice and she is a frequent speaker on business and academic programs.

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Creating Additional Value Through Service

Friday, November 4th, 2016

09:25 Profiting From Services & Solutions: What Product-Centric Firms Need To Know

Leaders of product-oriented companies – manufacturers, industrial suppliers, technology firms and other vendors of business goods – are coming to understand and realize the benefits of offering services and solutions to their customers. Yet, few executives grasp the extent to which they must change their organizations in order to dramatically grow services and solutions. In this session, Mary Jo Bitner will highlight key items to consider including:

• How can companies successfully transform their product-centric business models into model services and solutions businesses?
• How can they steadily shift their revenues from goods sold to services rendered?
• How can they drive this transition and overcome the challenges they will face?