Expanding business by creating value for customers through the implementation of the blueprint tool in digital service solutions

Authors

  • Adriana Santana de Aguiar
  • Lilian Aparecida Pasquini Miguel Universidade Presbiteriana Mackenzie

Keywords:

Expansão de negócios; Criação de valor ao cliente; Ferramenta Blueprint; Soluções digitais; Serviços

Abstract

Implementing an adaptive strategy or the practice of innovative management so that organizations deliver their products or services in an agile and satisfactory way to their customers is challenging, as people are resistant to change. The organizational culture as well as the mentality of the territorial top management and the behavior of the local consumer are relevant points to be studied for the creation of an innovative proposal. In this article, we present the complexity of the pre- and post-sales process, understanding market opportunities and the factors that generate limiting beliefs and resistance in the sales force to offer more services. Critical analysis at points of contact with customers, during pre-sales and post-sales processes, was the key point for creating and generating a value proposition for the market, in order to monitor consumer experiences and ensure the customer success. The purpose of this article is to propose Business Expansion through the creation of value to the customer with the implementation of the Blueprint tool, in digital service solutions.

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Published

2024-02-01

How to Cite

Santana de Aguiar, A., & Miguel, L. A. P. (2024). Expanding business by creating value for customers through the implementation of the blueprint tool in digital service solutions. International Journal of Business Marketing, 8(2), 61–76. Retrieved from https://www.ijbmkt.org/ijbmkt/article/view/264

Issue

Vol. 8 No. 2 (2023): IJBMKT

Section

Artigos tecnológicos

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Copyright (c) 2024 Adriana Santana de Aguiar, Lilian Aparecida Pasquini Miguel

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I hereby declare that the present paper is original, not having been submitted, either fully or in part, to any other publication in any other national or international journal. I further state that once it has been published in the International Journal of Business & Marketing (IJBMKT) it will never be submitted by me or by its other authors to any other  journal. Through this instrument, on my behalf and on behalf of the other, perhaps existing, co-authors, I agree to licence the copyright of the aforementioned paper to the International Journal of Business & Marketing (IJBMKT) and I state to be aware that the failure to observe this engagement will submit the offender to the sanctions and penalties established by the Copyright Act no 9609, of February 19th, 1998.