1. IBM Service Thinking Project Theoretical Case Study
Applications By: Ana Maria Rodriguez MBA Candidate 2013 Hult
International Business School
2. Agenda 1. Service Thinking Principles 2. Company 1: Syngenta
3. Company 2: Synchonoss 4. Company 3: Crowdtwist 5. Service
Thinking Applied To Three Companies Summary 7/30/2013 Service
Thinking Theoretical Cases 2
3. Service Thinking Principles Service Thinking Co- Creation
Service System Compone nts R-T-I Glo-Mo- So Multi- Sided Metrics
7/30/2013 Service Thinking Theoretical Cases 3
4. & World's leading companies with more than 27,000
employees in over 90 countries Increase crop productivity, protect
the environment and improve health and quality of life. Offers
integrated solutions to farmers Challenges: Help produce more with
less 7/30/2013 Service Thinking Theoretical Cases 4 Company
Information
5. & engage and empower growers create communities and
cooperatives to share knowledge and expertise Co-Create The
platform will provide access to mobile and web-based applications
Service Systems global and local Research Centers community
knowledge and expertise Components allow growers to focus optimize
their production systems and manage resources R-T-I to mobile and
web-based applications Community knowledge Glo-Mo-So gain an
average 0.5 percent market share across their combined businesses
Multi-Sided Metrics 7/30/2013 Service Thinking Theoretical Cases 5
Service Thinking Principles
6. + 7/30/2013 Service Thinking Theoretical Cases 6 Mobile
Innovation for a Connected World Company Information Mobile
innovation leader that provides personal cloud solutions and
software- based activation for connected devices across the globe
273 Million in Revenue Over 1300 employees Enables a seamless
connected experience
7. + 7/30/2013 Service Thinking Theoretical Cases 7 Mobile
Innovation for a Connected World Service Thinking Principles
Customers are able to connect, synchronize and activateCo-Create
access to datacenters located around the globe Service Systems
enables these companies to manage user experienceComponents enable
new customer acquisition, sales of new devices, accessories and new
service offerings , reducing operational cost at the same timeR-T-I
flexible and scalable mobile technology solutionsGlo-Mo-So connect
more than 50 million devices, manage 10 billion entities and
perform more than 7 billion synchronizations per day. Multi-Sided
Metrics
8. & 7/30/2013 Service Thinking Theoretical Cases 8 3 yr
old Start-up Multi-Channel Customer Relationship and Loyalty
Platform Identifies Most Influential Customers and Connects them
with actual spending Company Information
9. & 7/30/2013 Service Thinking Theoretical Cases 9 Service
Thinking Principles identify their most influential customers
tailoring reward programs for this specific customers Co-Create
data analytics into the existing platform Service Systems
connecting this to actual spending, and then tailoring reward
programs to find valuable insights Components target specific
consumers, directly influence and develop assertive customized
offerings with and less resourcesR-T-I using social media to deploy
their initiatives in a viral paceGlo-Mo-So helps companies monetize
and calculate ROI metrics based on behavioral analysis and tracking
impact Multi-Sided Metrics
10. Summary Syngenta Synchronoss Crowdtwist Description Forbes
Global 2000 Headquarters in New Jersey, US Startup: 90 countries
around the world Offices in Ireland, Germany, England, France,
India, Australia New York, Atlanta Revenue $ 14.2 Billion USD $ 273
Million USD Raised a $6 million round of funding Co-Creating
engarge and empower connect, syncrhonize, activate Identify
influential customers Service Systems mobile and web-based access,
datacenters Data Analytics Components community manage user
experience tailoring reward programs Glo-Mo-So mobile and
web-based, communities mobile, flexible, scalable social media to
deploy initiatives RTI focus, manage resources, optimize customer
acquisition, cost reduction directly inflience, less resources
Multisided Metrics reach market share 7 billion synchronization per
day based on behavrioral analysis Impact offering individual
products to an integrated solution for growers where they can not
only learn about Syngentas products but how to optimize their usage
enable new customer acquisition, sales of new devices, accessories
and new service offerings , reducing operational cost at the same
time. helps companies monetize and calculate ROI by allowing them
to create new metrics based on behavioral analysis and tracking
impact of brand initiatives. 7/30/2013 Service Thinking Theoretical
Cases 10
11. Thank You 7/30/2013 Service Thinking Theoretical Cases
11