Customers and suppliers are demanding more services
One of the most discussed topics in the industry is the expanding role of services. Services remain both a significant opportunity and conundrum for many wholesaler-distributors. Structuring and delivering services that customers are willing to pay for remains a massive challenge, measuring the profitability of service offerings continues to confound a great many distributors, and mastering the organizational changes that an expanded services focus requires eludes all but a very few distributors.
Customers and suppliers are demanding more services; increasingly agile competitors stand ready when distributors are unable to deliver such offerings; and with continued pressure on product margins, services represent one of the primary levers for growing revenues and profits.
ACTION POINT: Identify the services that customers demand, especially the ones they are willing to pay for.
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