The Business services industry encompasses businesses that provide support for companies to function. These include things that benefit the company without directly creating a physical product, such as IT services, cleaning or transportation. In countries with a large service economy, it is often a very important sector.
The term “business services” is also used to refer to a specific type of transaction that takes place between trading partners, such as a wholesaler and retailer or a car manufacturer and its suppliers. This is known as business-to-business (B2B) service, and it is the kind of service that is a core component of most companies’ supply chain management activities.
In addition to the traditional definition of business services, many people now view B2B service as a way for companies to leverage outside expertise in order to improve their internal processes and reduce costs. The growth of the B2B market is being driven by increasing globalization and the emergence of new service economies. This is particularly true in emerging markets, where companies are increasingly outsourcing non-core functions.
Some business services are not customer-facing at all, such as the architectural services of an engineering firm or the treatment of a patient by a doctor. These kinds of services are still vital to companies, but they do not contribute to revenue in the same way as goods or services that directly interact with customers. In these cases, customer experience can make a significant difference to the overall cost and quality of the service.
Defining Business Services for Success
Defining successful Business Services starts with understanding the needs of the people who will be using them. There are some powerful techniques that can help identify these needs and translate them into simple measurable requirements, which should form the basis of your Service Design.
These requirements then need to be balanced against the resources and assets that you have available, to ensure that your Business Services are sustainable in the long term. A well-defined and implemented service design process will ensure that you continue to deliver high value Business Services to your customers as the business environment changes over time.
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