Bibliographic Details
| Title: |
Beyond Feature Sets. |
| Authors: |
Ataberk, C. Aydıncan1,2 ataberk@gmail.com |
| Source: |
Touchpoint. Apr2025, Vol. 16 Issue 1, p6-11. 6p. |
| Subject Terms: |
*BUSINESSPEOPLE, *COMPUTER software industry, *INDUSTRIAL marketing, *CONTINUOUS improvement process, *CUSTOMER satisfaction |
| Abstract: |
The article discusses the misalignment between product-centric terminology and the service-oriented nature of Business-to-Business Software as a Service (B2B SaaS) operations. It highlights how this focus on products can obscure the complex relationships between software providers and clients, leading to fragmented customer experiences and operational inefficiencies. The author proposes a shift towards "product-led service thinking," which integrates service design methodologies into product development to create cohesive customer experiences and improve internal collaboration. Key strategies include fostering cross-functional authority, creating shared visibility of success metrics, and designing experiences that address the needs of multiple stakeholder layers within organizations. [Extracted from the article] |
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| Database: |
Business Source Index |
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