Rapid technological advancements, growing competition and increased customer expectations have made a marketer’s job tougher than ever before. Business service management or business studies and management (BSM) is an approach used to manage business IT services. BSM promotes a customer-centric and business-focused approach to service management , aligning business objectives with IT or ICT from strategy through to operations.
Results: The ÖBB is facing a lot of the current challenges with missing standardization, the complexity and measurement of service quality. This is solved by empowerment and digitalization of all possiblities for procurement. E.g. simple products and services below €5k are mostly automized from request till monitoring. In area of procurement of business- or more complex services the success criterias are standardization (e.g. of roles), x-functional teams, transparency, communication, measurability and development. So has the ÖBB developed and establish an internal academy and a support organization for anyone involved in procurement. That’s why procurement is now well known in the organization and introduced in more complex procurements much earlier. That leads to a more professional, more innovative, more quality and faster contracting with more savings.
Results: in 2015, more than 73% of Swiss workers were employed in the service sector. Depending on the branch, a share of up to 80% of the total purchasing volume is possible. A complexity driver is the individual tailored business service. Although the importance of business services has been noticed, the majority of purchasing managers still struggle with a consistent procurement of services in comparison to goods purchasing.
When Facebook acquired WhatsApp for $19 billion in 2014, the companies said they wouldn’t put ads in WhatsApp because it would degrade the experience. But it also ditched its $1 annual subscription fee, leaving few monetization options beyond charging businesses for tools. The introduction of display ads and sponsored messages to Facebook Messenger may indicate a relaxation of WhatsApp’s stance against ads.
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