Now That Your Products Can Talk, What Will They Tell You? Case Solution And Analysis, HBR Case Study Solution & Analysis of Harvard Case Studies

Not long ago, businesses had to rely in large part on surveys and focus groups to understand what customers liked and did not like about their products. Recently, social media and online ratings have given new ways to learn about customers'opinions about their products to businesses. Today, however, some of the products themselves - at least those devices that are part of the connected world of the Internet of Things - are beginning to provide unprecedented amounts of information that can be used to improve the customer experience and both the products. In particular, information from associated devices offers company three extremely important center pieces of contextual information that were formerly unavailable: where the products are being used, how they are being used, and which customers are using them at any specified time.
Now That Your Products Can Talk, What Will They Tell You Case Study Solution

Going forward, the writers anticipate that businesses that manufacture smart, affiliated products will have an edge in the market. For instance, a company does not need to wait until a customer calls with a grievance to understand that a merchandise connected to the Internet of Things is not functioning right; the merchandise has already conveyed the advice. With this advance knowledge, an issue can be reported by the firm to a customer and seek to address it before it becomes a larger problem. If the company adds a brand new feature that gives the merchandise added capacities this service call could also turn into a sales call.

PUBLICATION DATE: April 01, 2016 PRODUCT #: SMR555-HCB-ENG

This is just an excerpt. This case is about STRATEGY & EXECUTION